1. What happens when I register for the free trial?
  2. Do I have to pay?
  3. What happens when I reach my review limit?
  4. Is it for online shops only or also for a website which is not an online shop?
  5. Can my customers review various products or only the website and service as a whole?
  6. Is it possible to import reviews from other platforms?
  7. When I integrate my customer reviews in Facebook, the text in the tab is in German.
  8. How do I include Trusted Shops on my website?
  9. My Trustbadge doesn't show anything and it not clickable. Did I integrate it correctly?
  10. How does the Trustedshops free trial integration with Shopify work?
  11. When I log in to backend, the dashboard it says the Trustbadge has not been installed yet.
  12. How do I integrate Product Reviews?
  13. Can the Trusted Shops widget be positioned anywhere else on my site?
  14. How will it look on mobile devices?
  15. The Trusted Shops logo overlaps with content on my page on the responsive design, What do I do?
  16. Will Trustedshops conflict with other reviews systems or apps that I already have installed?
  17. I use prestashop and an error occurs that my Trusted Shops ID is said to be invalid.
  18. How fast can I start collecting reviews?
  19. Can I change the review collector e-mail which I will would send to my customers?
  20. How long does it take until my reviews are displayed?
  21. How does the after purchase email work?
  22. How many reviews can I show?
  23. How do I stop malicious or fake reviews?
  24. How should I deal with negative reviews?
  25. Who can leave me a review?
  26. Where can I find more details about the product?

About the App

What happens when I register for the Free Trial?

Firstly, you’re asked to verify your email address so we can send guidance emails and you receive your login data. You will then receive a set of emails according to your needs, e.g. setup help for the Trustbadge or how to collect reviews.

Do I have to pay?

This is a free trial Version by Trusted Shops. We do not ask you for any credit card details upfront.You can contact our experts to ask about the paid packages once you have used the free version and would like to upgrade.


What happens when I reach my review limit?

The free trial from Trusted Shops includes the display of 10 reviews. If you reach the limit without upgrading, from the moment you've collected your 11th review the trustbadge will simply no longer be displayed on your website and your reviews on the review profile will not be shown be anymore. Even though you can still automatically collect reviews, you cannot see them anymore.


Is it for online shops only or also for a website which is not an online shop?

Although the software can be used by all website, the paid packages are only currently available for e-commerce websites. For all other versions, you will not be able to use the upgraded product just yet.


Can my customers review various products or only the website and service as a whole?

With the free trial version from Trusted Shops, your customers can only review your business as a whole and not individual products. Product reviews are available in the paid version of our software. Again, you can contact our experts to know the details of all our packages.


Is it possible to import reviews from other platforms?

Trusted Shops makes sure that all reviews are true reviews. Importing reviews is possible only in paid Trusted Shops plans. On demand, we will check for you if the import of your product reviews or seller ratings can be imported, in case of seller ratings this is only possible for Google certified review websites. In the free trial, you can always link to your other reviews.


When I integrate my customer reviews in Facebook, the text in the tab is in German.

If you have integrated your customer reviews in Facebook, it is possible that you may find one tab in your profile displaying text in German. (Kundenbewertung).
You can change the text as follows:
Go to your page and click on “Settings” on top of the page Click on “Apps” and search the review app in the list. Click under the given app on „Edit settings“ In the pop-up, you can fill in the new name for the app under “Custom tab name” Click on “Save” We are working to fix this issue as soon as possible.


Trustbadge Integration

How do I include Trusted Shops on my website?

Depending on your website content management system or shop software please use the appropriate instructions.


My Trustbadge doesn't show anything and it not clickable. Did I integrate it correctly?

Trusted Shops logo on the bottom right can look blank till the time you have your first review. Once you have your first review, you will start seeing your ratings in your Trustedshops logo.


How does the Trustedshops free trial integration with Shopify work?

The most important thing is that you have your Trusted Shops ID in the app. Find more information about how to insert your trustbadge into your Shopify store here.

In order to integrate product reviews with Shopify, please also follow the link above. The Append ID is the name of the HTML div element where the product reviews are inserted in your product detail page. You can name it „product“ or „ts_product_sticker“ - it doesn’t really matter as it’s only in your code.

As for the Intro Text, we would recommend something like "What our customers say about us"


When I log in to backend, the dashboard it says the Trustbadge has not been installed yet

In some instances, it's either that we cannot automatically see that your Trustbadge has been integrated. It may also be that your email address has been changed. However, this should be resolved shortly.


How do I integrate Product Reviews?

If you have a shop, it’s possible to not only have your shop or website rated but also your products. Find more information about the integration of product reviews here. You can get additional support from our integration experts if you are using the paid packages. You can contact our experts to use the paid version here


Can the Trusted Shops widget be positioned anywhere else on my site?

Definitely, the Trustbadge® can be easily repositioned. Follow these instructions and we will show you how to adjust the settings for your site.


How will it look on mobile devices?

The Trustbadge® display adjust itself to each smartphone, automatically. The Trustbadge® will be shown at the top of the page as a mobile optimized version.


The Trusted Shops logo overlaps with content on my page on the responsive design. What do I do?

Per default, on your responsive website the Trustbadge will be shown on top of the page. There, your customers just click to make it disappear. Sometimes, if you have a popup or something else on top of your mobile page, this doesn't look good. You can adapt the reviews displayed on mobile by changing the code as follows.

Trustbadge appears on top of page (Default): disableTrustbadge = false and disableResponsive = false

Trustbadge on bottom right corner just like on desktops (recommended): disableTrustbadge = false and disableResponsive = true

Don't show trustbadge on mobile: disableTrustbadge = false and disableResponsive = true


Will Trustedshops conflict with other reviews systems or apps that I already have installed?

No it won’t. You can even have different review apps on your website, e.g. one system for your website and one service for your product reviews.


I use prestashop and an error occurs that my Trusted Shops ID is said to be invalid.

The error "No ID has been allocated to the Trusted Shops ID" occurs in rare instances. Usually, this is due to a short temporary hiccup in the system, during which you tried to integrate the Trustbadge. Please try again later. Normally this should work within the hour.


Collect Reviews

How fast can I start collecting reviews?

Good question, good news for you. You can collect reviews immediately. Sign up, integrate the Trustbadge in your website for automated review collection of your customer.You can use the review collector to send out review invites to older customers as well.


Can I change the review collector e-mail which I will would send to my customers?

The feedback collector email is not editable. There's one template available in the freemium service. However, you can choose from three email templates In our paid plans. We constantly test and improve the email template used for the freemium service so it it always up to date.

Please note: The language of the email is linked to the language of your Trusted Shops Account.


How long does it take until my reviews are displayed?

The Trustedshops widget is displayed instantly and you can already collecting reviews. Your reviews will be visible the following morning (Middle European Time) after your registration..


How does the after purchase email work?

Once you have integrated Trusted Shops on your order checkout page, your customers will see a pop up once they have made a purchase and reach the final thank you page asking them to review right away or later. When they click to agree to review later, they will be automatically sent an email after 7 days to review your web shop. The language of the email will be same as the language of your Trusted Shops accoun. We have created the best working template for review collection and it cannot be changed in the free version.


How many reviews can I show?

If you are using the free trial, you can only collect and show 10 reviews, after which you will be required to upgrade to show your reviews. You can keep collecting more reviews but you will not be able to display any review before the upgrade.


How many reviews can I show?

If you are using the free trial, you can only collect and show 10 reviews, after which you will be required to upgrade to show your reviews. You can keep collecting more reviews but you will not be able to display any review before the upgrade.


How do I stop malicious or fake reviews?

Reviews via the Trustbadge are authentic and verified reviews. We have a review scanner technology that ensures that all reviews are authentic. As a website owner, you have the possibility to reply to a customer reviews. Also, every reviewer can subsequently amend their own review. You as a website owner also have the possibility to notify us and we will then check whether the review should be removed.


How should I deal with negative reviews?

Even negative reviews have their value as long as you respond properly to them. We would like to give you some tips on how to turn a negative review into a positive customer experience:

  • People tend to read negative comments first. Most consumers expect positive feedback comments as a matter of course, which is why they tend also to read the negative reviews before making a purchase. Here you have the opportunity with your reply to show that you take the concerns of your customers seriously and offer good customer service even in the event of conflict.

  • Respond promptly. You shouldn’t leave it too long before responding to negative comments, as you will otherwise give the impression that you, as an online retailer, are indifferent to criticism. You can ask Trusted Shops to automatically alert you by e-mail every time a new review arrives – or use our app! Remain objective. Even if the customer comment is rudely written, you should not respond in the same tone. You should show that you can deal confidently with criticism.

  • Apologise if you have made a mistake. No customer expects perfection. It is more important that you offer a concrete solution if something has gone wrong.

  • Do not blame your customers. Of course, your customers can also make mistakes, either because details were missed or because erroneous information was inadvertently submitted. However, you should refrain from criticising your customers and instead set out the facts in a completely neutral manner.

  • Who can leave me a review?

    Trusted Shops only allows genuine shoppers to review your business.These verified reviews can be collected automatically through your final checkout page. You are also allowed to send an email to your shoppers through the review collector to ask them for their genuine feedback.


    Where can I find more details about the product?

    You can see more details about integration in our support section