Invoices and bookings

How do review requests work, and why can’t I hide bad ones?

Switch a request on and each customer gets one message after they pay an invoice, or after their visit, asking how it went. Both requests are off until an admin switches one on. Open Invoices or Bookings, press Reviews and go to When to ask: After an invoice is paid, and After a visit. Unless you change it, a customer is asked 2 hours later once an invoice is paid in full, or the next morning once a booking is marked completed, between 10 am and 7 pm. However often they pay or visit, they are asked at most once in 30 days. The message names that invoice or that visit and has a Share feedback button. It opens a short page: a rating from 1 to 5 and room for a comment. Only your team sees the answers, on the Reviews page, with the average rating and the figures by service. A low rating, 3 or lower unless you change it, also adds a notification and a follow-up task for your team with the customer’s comment, so you can put it right. Note what was done and it stops showing as still to look at. You can paste the link to your public review page. Every customer who answers is then shown it, in the same words, whatever rating they gave. That is on purpose, and there is no setting to show it only to happy customers: Google’s rules for reviews do not allow a business to ask only for positive reviews or to discourage negative ones, nor to offer anything in return for a review. Fliok never writes or posts a review, and what a customer writes on that page is up to them. Some bills are never asked about: a proforma or a quotation; an advance or a part-bill of a quotation, until the last part is paid; and the monthly bills of a recurring bill, where only the renewal bill is asked about. The advance paid for a booking is not asked about either; the visit is, once it is marked completed. Nothing is asked about a payment or a visit from before you switched the request on.