What If a Customer Forgot to Leave a Review?

Getting Started

If a customer intended to leave a review but forgot, you can send a polite review request from UpBlick. The customer receives a direct way to reopen the review journey instead of having to search for your business manually.

First check whether the customer already exists and whether a review request or review has already been recorded. This prevents unnecessary messages.

Before you follow up

Make sure you:

• Have selected the correct business location.
• Have the customer’s consent to send review-related communications.
• Have a valid WhatsApp or mobile number, or email address.
• Have an approved review request template available.
• Have checked that the customer has not already submitted a review.

How to send a review request later

Step 1: Open Customers

Select Customers in the sidebar. Confirm that the correct location is active before searching.

Step 2: Search for the customer

Use Search customers to find the customer by name, phone number, WhatsApp number, or email address.

Review the customer’s rating, review information, and contact details when available. If the customer has already reviewed the business, do not send another request for the same visit.

Step 3: Add the customer if they are not listed

If you cannot find the customer:

1. Select Add Customer.
2. Enter the customer’s name.
3. Select the correct phone code and add their WhatsApp or mobile number, or enter their email address.
4. Choose the Review Request Template.
5. Confirm the customer consent statements only when permission has been obtained.
6. Leave Do not send review request. unchecked.
7. Select Add Customer.

Step 4: Send a request to an existing customer

If the customer is already listed, choose the customer action to send a review request. In the Send Review Request window:

1. Select the Review Request Template.
2. Select Send Request.

UpBlick avoids recording another review request for the same customer and location when one has already been recorded that day.

Step 5: Monitor the request

Open Reviews, then select Review Requests. Choose the required reporting period and check:

• Whether the request is pending or opened.
• Whether the customer clicked the link or provided a review.
• Whether the review was shared on Google.
• The delivery channel used for the request.
• Any upcoming reminders in the configured reminder workflow.

What happens after you send the request?

1. UpBlick queues the request using the selected template and available contact channel.
2. The customer opens the request and follows the UpBlick review journey.
3. The Review Requests page records available request activity.
4. If reminders are configured and the customer has not completed the journey, upcoming reminder activity appears on the Review Requests page.

If the customer says they already reviewed the business, thank them and stop further manual follow-up.

How to write a polite follow-up

Keep the message short, neutral, and easy to ignore when the customer has already responded. For example:

“Thank you for visiting us. If you have a moment, we’d appreciate your honest feedback. If you have already shared it, please ignore this message.”

Do not ask for a five-star rating, offer a reward for a positive review, or repeatedly contact someone who does not respond.

Tips

• Send the first request soon after the customer interaction.
• Search before adding a new record to avoid duplicate customers.
• Confirm the correct location and phone code.
• Use reminder settings instead of repeatedly sending new manual requests.
• Stop follow-up after a review is received or the customer opts out.
• Respect consent, communication preferences, and applicable privacy requirements.

Troubleshooting

Frequently asked questions

Can I resend the review request immediately?

UpBlick prevents another recorded request to the same customer for the same location when one already exists that day. Check the existing request and use your configured reminder workflow.

What if the customer is not in UpBlick?

Select Add Customer, enter their contact details with consent, choose a review request template, and leave Do not send review request. unchecked.

Should I follow up after the customer has reviewed?

No. Thank the customer and stop further review reminders for that interaction.

Can UpBlick send reminders?

UpBlick supports reminder steps in the review journey. The Review Requests page shows upcoming reminder activity when reminders are configured and applicable.

How many times should I remind a customer?

Use a limited, respectful reminder sequence and stop when the customer reviews, opts out, or does not want further messages. Avoid repeated manual requests.