Review & Feedback Requests

Ask the unhappy customer before the internet does

Reviews arrive from the people motivated enough to write one, which skews angry. The satisfied majority say nothing, because nobody asked them at the moment they were pleased.

A review request sent after a purchase or a job is a marketing message under Meta’s rules — it is not about completing a transaction, it is asking the customer to do something for you. Send it once, shortly after the experience, to people who had a good one.

Which kind of message this is

Marketing. It refers to something they bought, but it exists to get you a review, so Meta categorises it as marketing and it needs marketing consent. A feedback question you send inside an open service window, because they messaged you, is a different matter and is free.

How to set it up

1
Pick the moment, not the day
Straight after the job is done or the order arrived, while the experience is present. A week later you are asking them to remember.
2
Ask privately first
A simple "how did we do" gets a reply in the conversation, and their reply opens the 24-hour window so anything that follows is free.
3
Send the public link only to the pleased ones
Route on the answer. Someone who just told you it went badly should get a person, not a link to a review site.
4
Fix what the unhappy ones tell you
The private answer is worth more than the public one. It is the only version you can still do something about.

What goes wrong

— Sending the review link to everybody regardless of their experience. That is asking dissatisfied customers to publish it, and it is the most common way this backfires.
— Submitting it as a utility template because it mentions their order. It is marketing, and mis-categorising is one of the most common rejection reasons.
— Asking twice. One request is a favour; two is pressure, and pressure is what gets a business blocked.
— Offering something in exchange for a positive review. Most review platforms prohibit incentivised reviews outright, and it is illegal in several markets.

Questions

Is a review request a utility message?

No. It refers to a transaction but does not serve it — it asks the customer to do something for your benefit, which is marketing under Meta’s categories. Submitting it as utility is a common rejection.

Can I ask for feedback for free?

Inside the 24-hour window, yes. If the customer messaged you and you ask how it went before that window closes, it is a free-form reply with no template and no Meta charge. Reaching out cold afterwards is the marketing case.

Should I filter who sees the review link?

Ask privately first and route on the answer — that is good practice, not a trick. Never offer anything in exchange for a positive review: most platforms prohibit it and several markets make it illegal.

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