Trustpilot

Open Settings › Apps and sales channels and choose Connect beside Trustpilot. Storeloom’s connection is free; Trustpilot’s own plans apply.

What you need

Invitations go through Trustpilot’s Invitations API, which is part of Trustpilot’s API module. Without it, Trustpilot’s own invitation methods still work, outside Storeloom.

Connecting

1. In Trustpilot Business, create an API application for your store and copy its API key and API secret.
2. Copy your business unit ID: 24 letters and digits.
3. Copy the user ID of the Trustpilot user the invitations are sent as, from that user’s profile page. The user must be an Admin or Manager.
4. Optionally, copy the template ID of the invitation template you want. Left empty, each buyer gets your default template in the language they shopped in, where you have one.
5. In Storeloom, paste them, then Apply in the bar at the top. The bar says what is missing until everything looks right.

Storeloom then checks the connection with Trustpilot: the page shows your business’s name on Trustpilot once it has. The key and secret are never shown again: the page says only how the secret ends. To change them, paste both.

When invitations go

You set after how many days customers get the invitation in Days after the order arrives, under When invitations go: a whole number from 0 to 30, 3 unless you change it. 0 sends it as soon as the order has arrived.

An order counts as arrived when every parcel is delivered or the buyer picks it up in store. When no courier tells Storeloom where the parcel is, it counts as arrived when it ships. With 7 days, an order delivered on Monday is invited on the Monday after, not before.

Each order is invited once, with the reference storeloom- and the order’s ID. Disconnecting and connecting again never invites anyone twice.

Not invited:

• buyers who did not agree to your marketing emails, or who unsubscribed;
• orders that arrived before you connected;
• cancelled orders, test orders and orders you imported from another platform;
• orders still on their way, or whose delivery failed.

With your own review requests

Your store can ask buyers to review the products they received (Settings › Product reviews). Choose how the two go together:

• Ask once (the default): an order that gets your store’s review request gets no Trustpilot invitation.
• Send both: your request asks about the products, Trustpilot’s about your store.

Who is invited

Only buyers who agreed to your marketing emails and did not unsubscribe, the same people your own review requests go to. Only their name and email address, the order’s reference and your store’s name and email address (for replies) go to Trustpilot. A customer whose data you erase (Customer privacy) has their invitation data deleted at Trustpilot too.

How it stands

• Waiting to be checked: just connected or changed.
• Connected: Trustpilot took the connection. The page says how many invitations were sent and how many were not, with Trustpilot’s reason for the latest.
• Refused by Trustpilot: Trustpilot turned the key, an ID or the user down, in its own words below. When it says You need a paid Trustpilot plan to use this integration., your Trustpilot plan or the user’s role does not allow it. Nothing is sent until you save them again.

When Trustpilot is busy, Storeloom tries again 10 minutes later. An invitation Trustpilot did not answer is not sent again, as Trustpilot may have it. Untick Send invitations and show your rating to stop without disconnecting. Disconnect asks first, then deletes the key and secret and takes the rating off your store; what Trustpilot already has stays there.

Your rating on your store

Once you are connected and Trustpilot gives a rating, your store shows it: TrustScore with its number out of 5, how many reviews you have, and a link to your page on Trustpilot, in your shopper’s language. It sits beside the product on product pages and in the footer on your other pages.

Under Your rating on your store, untick Show it on product pages or Show it on your other pages to hide it there. Both are on unless you change them.

Storeloom reads the rating from Trustpilot every 12 hours and never shows one more than a day old, as Trustpilot asks. Trustpilot lets businesses show their TrustScore only on a paid plan. It is shown as words and a link, without Trustpilot’s widget, because store pages run no outside scripts. Themes made before the rating existed show it once you apply the theme update.

Who can connect it

Trustpilot receives your customers and their orders, so connecting it, changing its key or list and syncing it need a role that may see and export customers and orders, and change the store’s settings: owners and admins, or a store’s own role with those permissions. Others see the page without being able to change it.