• General
• WooCommerce
  1. FAQ
• BigCommerce
  1. FAQ
  2. Set up mobile integration
  3. Stencil themes
• Shopify
  1. FAQ

Feefo eCommerce Widget FAQs

General

Also check out our platform specific FAQs for Shopify, BigCommerce & WooCommerce .

Why is my integration not showing?

Fear not! The Feefo Reviews Widget will only display on your website once reviews have been received. For product reviews, the integration will only show once a review has been received for the product in question. There’s also a delay of up to four hours for a new review to be displayed due to the caching we have in place to optimise your site’s performance.

I have reviews and I’ve waited patiently but I still do not see my integration, help!

Please contact us for further assistance and we’ll endeavour to get you up and running.

How soon after installation do you send out feedback requests to my customers?

If you opt to invite your historical customers to leave feedback during the registration process, then straight away! However, if you are only inviting new customers to leave feedback, we will send them a request seven days after you have fulfilled their order. You can change the seven day delay period via the settings page in your Feefo portal: click here and we’ll show you how.

What happens if I change my feedback request delay setting?

Any sales that have already been loaded will be sent based on the previous setting; any new sales received following the change will be sent after the period you have specified.

The product integration has corrupted the layout of my page.

Unfortunately, this can sometimes happen. We have made every effort when developing the Feefo Widget to avoid any negative impact on your site template. The good news is, this can often be addressed with a simple tweak to the placement of our code on your site template. To do this, run back through the manual installation process: you will see where the code has been added to your site template and you can experiment with moving it to a more appropriate position in your site’s code.

If you still have problems, we suggest that you remove the code from your site and contact us for further assistance.

I want to change the design of my Feefo Reviews Widget

OK, click here and we’ll show you how. The options available to you are shown below:

Click image to expand

How can I see the step-by-step install guides again?

If you remove the Feefo Reviews app from your eCommerce account, this does not actually affect any of the code on your site. Simply re-install it you will get to see the instructions again.

How do I upgrade my account?

You can upgrade your free account at any time by logging in to your Feefo portal and selecting the ‘Upgrade’ button at the top of the page. Alternatively, you can call us on UK: +44 (0) 203 362 4209 US: +1 617 861 0611.

How do I stop Feefo feedback request emails from being sent to my customers?

You can do this straight away by logging in to your Feefo portal: click here and we’ll show you how to do this.

How do I cancel my account with Feefo?

Was it something we said? If you’re having an issue, we would love to sort it out and help you get the most out of the Feefo Review Widget. Either way, get in touch, and we will chat about your options.

If you want to stop e-mails going out to your customers in the interim, you can do this through your Feefo portal: click here and we’ll walk you through it.

WooCommerce

Have you also read our General FAQs?

How do I install the widget on my WooCommerce site?

Follow these steps to add the widget to your website:

1. Log in to the WordPress admin for your website
2. Click Plugins > Add New
3. Type in Feefo in the Search Plugins box and hit enter
   
   
4. Click Install Now for Feefo Ratings & Reviews
5. When the installation has completed successfully select Activate Plugin
   
   
6. Click the Feefo menu which has appeared in the left hand navigation
   
   
7. Select Start Plugin Setup
8. WooCommerce will ask you to approve read access for Feefo Ratings & Reviews to your store, click Approve
9. If you are an existing Feefo customer you will be asked to authenticate your account, otherwise you will be asked to confirm your store details to register a free account
10. You will be given an opportunity to select the delay period between orders being completed and Feefo sending the feedback request to your customers; additionally there is an option to solicit feedback from your historical orders
11. After this, you will see the “We’re done!” page, click Complete Setup to activate the widget code on your website. Please note the widget will only appear once your first customer review has been received
12. You will be taken to the Feefo Plugin Configuration page where you can apply further customisations, but aside from that you are good to go!

What status does my order need to be in to be picked up by Feefo?

WooCommerce has the following order statuses:

• pending (default)
• processing
• on-hold
• completed
• cancelled
• refunded
• failed

Feefo will only retrieve orders once they have reached completed status.

How do I disable the native reviews system which comes with WooCommerce?

Follow these simple steps:

1. Log in to the WordPress admin for your website
2. Click the Feefo menu in the left hand navigation to access the Feefo Plugin Configuration page
3. Tick Disable WooCommerce reviews system (recommended)
4. Click Save, done!

Can I exclude certain products from the Feefo review request?

Yes, to do this you need to categorise those products within WooCommerce using an attribute so we know which ones to exclude. Follow these steps:

1. Log in to the WordPress admin for your website
2. Click Products > Attributes
3. Complete the Add New Attribute form setting the name and slug to feefo, leaving the other fields as default click Add Attribute
   
   
4. Click the cog icon next to the new feefo attribute
   
   
5. Complete the new Add New feefo form setting the name and slug to feefo_exclude, leaving the other fields as default click Add new Feefo
   
   
   
   Now that the custom attribute has been set up, you need to assign it to the products you wish to exclude from the Feefo feedback request.
6. Click Products
7. Find a product you wish to exclude, hover over the product name and click Edit
8. Within the Product Data section, click Attributes
9. Select feefo from the drop down list and click Add
   
   
10. Click in to the Value(s) box and select feefo_exclude
11. Untick Visible on the product page
    
    
12. Click Save Attributes

Repeat steps 6 through 12 for each product you wish to exclude. If you are updating a large number of products there are third party plugins available for bulk editing which you may find useful…

Can I change the placement of my product review stars on my WooCommerce site?

You certainly can! Follow these steps:

1. Log in to the WordPress admin for your website
2. Click the Feefo menu in the left hand navigation to access the Feefo Plugin Configuration page
3. Select Custom location
   
   
4. Instructions will appear entitled Inserting the Product reviews widget in a custom location, for amending your site template, follow these and click Save Changes – done!

Can I change the placement of my product reviews on my WooCommerce site?

Yes you can, please refer to Can I change the placement of my product review stars on my WooCommerce site?

How do I uninstall the widget from my WooCommerce site?

Why would you want to do that? 😉   If you really want to do this, follow these steps:

1. Log in to the WordPress admin for your website
2. Click Plugins
3. Find Feefo Ratings & Reviews and click Deactivate
4. Then to completely remove the plugin, click Delete
5. You will be asked for confirmation, click Yes, delete these files and data

To suspend the data fetch and cancel your account please also refer to How do I stop Feefo feedback request emails from being sent to my customers? and How do I cancel my account with Feefo?.

BigCommerce

Have you also read our General FAQs?

What order statuses are used to pull my sales data through to Feefo?

Orders will be loaded in to Feefo when the status id of the order is either 2 (shipped) or 10 (completed).

How do I install the widget on my BigCommerce site?

You will need to add three pieces of code in to your BigCommerce site template. There is an interactive guide if you install via the BigCommerce app store, otherwise you can follow these steps:

• If you are using a Blueprint theme please follow the instructions below.
• Additionally, to add mobile integration on non-responsive Blueprint themes please also refer to our installation instructions.
• For Stencil themes please refer to our installation instructions.

Blueprint instructions:

1. From your BigCommerce admin panel, click Store Setup and Design.
2. Click Edit HTML/CSS
3. Add the following code snippets in to your various templates, saving each as you go.

To add the service reviews widget - within Panels in Template > HTMLHead.html

Note: make sure to replace <merchant-identifier> with your Feefo merchant identifier which is shown within your Feefo account settings. Click here for help finding this.

To add star ratings for your products - within Other Template Files > ProductDetails.html

To add reviews for your products - within Other Template Files > ProductDetails.html

How do I set up mobile integration on my Bigcommerce site?

If you are using a responsive theme, the integration should already be displaying beautifully on a mobile device.

Older Bigcommerce themes are not responsive but have separate template files for mobile. To install the widget on the mobile template you’ll need to add the widget integration code to the relevant mobile templates. The following steps explain how to do this but if you get stuck give us a shout.

1. Go to Store Setup and find Design. (For some stores you’ll have to go to Store Design and Design Options)
2. Check Enable Mobile Theme and click Download Template files
   
   
3. Once you downloaded the zip package and extracted it you should have something like this:
   
   
4. In the extracted folder, go into the Panels folder and look for HTMLHead.html:
   
   
5. Open HTMLHead.html with a text editor such as Sublime Text or Atom and scroll all the way down to the bottom.
6. To add the service reviews widget to every page of the site - copy the code below and paste it just above the </head> tag.
   
   
   <script type="text/javascript" id="feefo-plugin-widget-bootstrap" src="//register.feefo.com/api/ecommerce/plugin/widget/merchant/<merchant-identifier>" async></script>

   Note: make sure to replace <merchant-identifier> with your Feefo merchant identifier which is shown within your Feefo account settings. Click here for help finding this.

   
7. Save the file and open ProductDetails.html in the same folder.
8. To add the star rating for your products - find %%GLOBAL_ProductName%%. Paste the following code after the </h2> tag.
   
   
   <div class="feefo-review-badge-wrapper-product"></div>
   
9. To add the reviews for your products - in the same file, scroll down and copy the code from below and paste it before the two closing div tags and save.
   
   
   <div id="feefo-product-review-widgetId" class="feefo-review-widget-product" data-feefo-product-id="%%GLOBAL_ProductId%%"></div>
   
10. Now all you have to do is upload the modified files to your BigCommerce store using WebDAV. You can follow the guide on BigCommerce to connect to your store with Cyberduck.
11. Once you’re connected open the mobile_template folder.
    
    
12. In the mobile_template folder, right click Panels and select Upload (if there is no Panels folder you will have to create it).
    
    
13. Select the two files you modified, HTMLHead.html and ProductDetails.html and click Upload.
    
    
    
    Boom! The Feefo Widget and the Product Reviews should now show up on a mobile device.

How do I install the Feefo Reviews Widget on a BigCommerce Stencil theme?

Stencil is a new approach to theme development on the BigCommerce platform and at this stage it is not possible to directly modify your theme files within the admin area.

The only way you will be able to add the widget integration code is by setting up a local development environment. You can find further instructions on how to set up an environment in the Stencil Documentation.

Once you have everything set up you simply have to paste the below code snippets in to the relevant templates and push the changes to your store.

1. To add the service reviews widget to every page of your website - copy the code below and paste it in to your header template, just above the </head> tag.
   
   
   <script type="text/javascript" id="feefo-plugin-widget-bootstrap" src="//register.feefo.com/api/ecommerce/plugin/widget/merchant/<merchant-identifier>" async></script>
   Note: make sure to replace <merchant-identifier> with your Feefo merchant identifier which is shown within your Feefo account settings. Click here for help finding this.
2. To add the star rating for your products - copy the code below and paste it in to your product template file, under the product title.
   
   
   <div class="feefo-review-badge-wrapper-product"></div>
3. To add the product reviews for your products - copy the final piece of code below and paste it in to the same product template file, within the main container, beneath the existing content.
   
   
   <div id="feefo-product-review-widgetId" class="feefo-review-widget-product" data-feefo-product-id={{ product.id }}></div>
   Done - It is as easy as that!

How do I uninstall the widget from my BigCommerce site?

You will need to remove three pieces of code from your BigCommerce site template manually.

• If you are using a Blueprint theme please follow the instructions below.
• To remove mobile integration on non-responsive Blueprint themes please refer to our installation instructions but instead of adding the code, remove it.
• For Stencil themes please refer to our installation instructions but instead of adding the code, remove it.

Blueprint uninstallation instructions:

1. From your BigCommerce admin panel, click Store Setup and Design.
2. Click Edit HTML/CSS
3. Find the following code snippets in your various templates and remove them, saving each as you go.
   
   
   <script type="text/javascript" id="feefo-plugin-widget-bootstrap" src="//register.feefo.com/api/ecommerce/plugin/widget/merchant/<merchant-identifier>" async></script>

   This is typically found under Panels in Template > HTMLHead.html

   <div class="feefo-review-badge-wrapper-product></div>

   This is typically found under Other Template Files > ProductDetails.html

   &tl;div id="feefo-product-review-widgetId" class="feefo-review-widget-product" data-feefo-product-id=”%%GLOBAL_ProductId%%”></div>

   This is typically found under Other Template Files > ProductDetails.html

Shopify

Have you also read our General FAQs?

What status does my order need to be in to be picked up by Feefo?

We retrieve orders in all statuses for the purpose of generating feedback requests. If any of the orders have a cancelled date attributed to them we will skip these. If you are experiencing difficulties pulling your sales data in to Feefo, please contact us for further assistance.

Can I exclude certain products from the Feefo review request?

Yes, to do this you need to categorise those products within Shopify so we know which ones to exclude. To do this, follow these simple steps:

1. From your Shopify admin panel, click Products > Collections and click the Add collection button.
2. Set the title of the new collection as feefo_exclude
3. Untick all options listed under the Visibility section
4. Under Select products opt to Manually select products
5. Click Save collection
6. You will see a confirmation message Collection name was created successfully
7. From the Products box of your new collection you can search for products to add to it.

Job done! Any products which you add to this collection will be omitted from the feedback request.

Note: If all products are excluded within a customer’s basket we will not send a feedback request at all, there are other options available for premium customers, please contact us for further assistance.

How do I install the widget on my Shopify site?

You will need to add three pieces of code in to your Shopify site template. There is a one click install and an interactive guide if you install via the Shopify app store, otherwise you can follow these steps:

1. From your Shopify admin panel, click Online Store and Themes.
2. Click “…” followed by Edit HTML/CSS
3. Add the following code snippets in your various templates, saving each as you go.
   
   
   <script type="text/javascript" id="feefo-plugin-widget-bootstrap" src="//ww2.feefo.com/api/ecommerce/plugin/widget/merchant/<merchant-identifier>" async></script>

   Service reviews widget - within Layout > theme.liquid

   
   
   
   <div class="feefo-review-badge-wrapper-product"></div>

   Product stars widget - within Templates > product.liquid

   
   
   
   <div id="feefo-product-review-widgetId" class="feefo-review-widget-product" data-feefo-product-id={{ product.id }}></div>

   Product reviews widget - within Templates > product.liquid

   
   
   

Can I change the placement of my product review stars on my Shopify site?

Sure thing - we guide you to place review stars where we see them being most effective for customers browsing your products, but you can place them wherever you like. Simply move the relevant piece of code in your template: the code you are looking for is:

This is typically found under Templates > product.liquid

I changed my Shopify store theme and I have lost my Feefo Widget

Oops! Not a problem. Remove the Feefo Reviews app from your eCommerce account (this does not affect any of the code on your site) and re-install it. You will get to see the instructions again.

How do I uninstall the plugin from my Shopify site?

We’re working on a one click uninstallation process for Shopify, but for the moment, you will need to remove three pieces of code from your Shopify site template manually by following the instructions below:

1. From your Shopify admin panel, click Online Store and Themes.
2. Click “…” followed by Edit HTML/CSS
3. Find the following code snippets in your various templates and remove them, saving each as you go.
   
   
   <script type="text/javascript" id="feefo-plugin-widget-bootstrap" src="//ww2.feefo.com/api/ecommerce/plugin/widget/merchant/<merchant-identifier>" async></script>

   This is typically found under Layout > theme.liquid

   <div id="feefo-product-review-widgetId" class="feefo-review-widget-product" data-feefo-product-id={{ product.id }}></div>

   This is typically found under Templates > product.liquid

   <div class="feefo-review-badge-wrapper-product"></div>

   This is typically found under Templates > product.liquid