Key things to know
Reviews are triggered when a case is marked Completed
Reviews are requested for a limited time only
You can see exactly who has submitted a review
Archiving a case does not resend reviews once the review window has ended
Important note
If you do not want a review request sent, do not mark the case as Completed. Set the case to Archived instead. Archiving skips the review process entirely.
Can I see who has sent a review?
Yes.
Go to your name in the top right, click on Reviews in the dropdown. You will land on the Completed reviews tab by default.
This page shows
• Reviewer name
• Rating
• Written feedback, if provided
• Date submitted
• Review platform, if selected
If a case appears on the Completed reviews page, the review process for that case is finished.
Do you ask for a review more than once?
No. Review requests are time limited.
After a case is marked Completed
• The review request is sent the next weekday morning
• Reminder emails send for up to seven days
• Reminders stop once a review is submitted
• If no review is submitted after seven days, the process ends
No additional review requests are sent after this unless your account is set up for manual sending and you choose to resend one.
How review requests are sent
Your account is set up for either automatic or manual review sending. If you are unsure which applies to you, contact Support.
Automatic sending
Mark the case as Completed
Review email sends the next weekday morning
No further action required
Manual sending
Mark the case as Completed
Go to Reviews
Open Pending reviews
Select Send Request
The email is sent immediately. There is no confirmation and it cannot be undone.
Pending vs Completed reviews
Completed reviews
Shows all submitted reviews.
If a review appears here, nothing more will be sent.
Pending reviews
Shows review requests that have been sent but not completed.
Send Request only appears for accounts using manual sending.
When is it safe to archive a completed case?
You can move a case from Completed to Archived when either
• The review appears under Completed reviews, or
• Seven days have passed since the review request was sent
Archiving at this point does not restart or resend review requests.
What families receive
Families receive an email with a Start Review button.
They submit a 1 to 5 star rating
If the rating is 4 or 5, they can select a review platform
Only written reviews are posted publicly
If you do not see Reviews
If Reviews does not appear in your account, reviews are not enabled.
This usually means your Google, Facebook, or Yelp pages are not connected. Send your page links to [email protected] to enable reviews.