How to Disable Customer Reviews

Feedback isn't always needed for businesses. This is why it can be disabled if necessary.

There are two ways to disable customer feedback email:

For all customers 

When a merchant turns reviews off, no review requests will be sent for any future bookings made after the change. However, bookings that were already in the system at the time reviews were active will still be considered eligible for review. This means customers with existing bookings will continue to receive review requests as scheduled, even though the review feature is now disabled.

This logic also works in reverse. If a merchant re-enables reviews after having them turned off, the system will only send review requests for new bookings created after the feature has been reactivated. Any bookings made while reviews were disabled will not be eligible for automatic review requests, as they were created during a period when the feature was turned off.

Review requests are only sent for bookings that have been “completed.” If a booking is cancelled, flagged as a “no show,” or if the customer has not been checked in (in cases where the service requires check-in), no feedback email will be sent automatically. However, merchants still have the option to manually trigger a review request for any booking, regardless of its status.

Using the left navigation menu, go to  Setup > Notifications > Customer Notifications tab > untick the checkbox on "Send customer feedback email" > click on Update to save the changes.

For specific customers

Feedback emails will be sent with each booking but only until the customer leaves their feedback for a specific service (one feedback per customer per service).

If you wish for an otherwise eligible customer to no longer be sent any feedback requests, go to CRM > Customers > search for customer's name > press the '•••' button > Edit > Details tab > tick the box beside Don't send feedback emails > click on Update to save the changes.

This checkbox setting will not prevent you for being able to manually resend the feedback for such a customer (using the Diary booking ticket's "Resend feedback" function"). 

Once a customer submits a review for a specific service offered by a merchant, they will no longer be prompted to leave another review for that same service. This is intentional. It prevents over-soliciting customers who have already provided feedback, and helps maintain the quality and relevance of reviews collected.

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