Introducing Built-In Customer Support Routing
As an e-commerce seller, think about the last time you received a negative review. Chances are, it wasn't because of the product - but more for factors out of control. A missing part. A shipping delay. Damage to the product. Confusion about how something works.
That's the moment most brands lose a customer. And it doesn't have to happen.
Many negative reviews are driven by situations that could have been resolved — if only the customer had a clear, easy path to get help. Instead, they go looking for a review box and vent their frustration there. The brand loses a customer, the customer doesn't actually get their issue fixed, and everyone walks away worse off.
Our new Built-In Customer Support Routing feature changes that dynamic entirely.
Here's How It Works
Customers who experience an issue now have a seamless way to contact your support team directly — from inside the survey experience itself. Instead of hitting a dead end and reaching for their keyboard to leave a frustrated review, they're guided to a direct support path where your team can actually help.
If the customer decides to send you feedback, the account admin or members of the GetReviews account will see an in-app notification, along with a simple email that contains the feedback and comments, along with the email address that can be contacted.
To see this in action, check out our demo survey here: https://demo.getreviews.ai/
Why We Built It
The review landscape has changed significantly. Amazon and the FTC continue increasing scrutiny around review gating, selective review flows, and other tactics that may create compliance risks for sellers.
Our goal is to help brands grow reviews sustainably while protecting their accounts long term. We believe the future of review generation is not about filtering customers — it's about creating a better customer experience.
Rollout Timeline
All surveys created on or after June 3, 2026, will automatically include the Built-In Customer Support Routing. No action needed — it's on by default.
If you have surveys created before this date and want to enable the updated flow, reach out to our team at support@getreviews.ai and we'll get it set up for you.
We built this feature because we believe the best review strategies are rooted in genuinely great customer experiences.
What Else is New?
We've also launched Automatic Review Requests. The moment an order becomes eligible — within Amazon's allowed 5–30 day window after delivery — GetReviews.ai fires the review request on your behalf, perfectly timed, fully compliant with Amazon's Terms of Service, and completely hands-free.
This feature is included for all accounts under an active subscription. Get this set up for your account in minutes, learn more here.
What is GetReviews.ai?
GetReviews.ai is a tool designed for e-commerce sellers on Amazon, Walmart, and more to increase post-purchase customer engagement platform through QR codes, and survey flows and help generate more authentic, compliant product reviews and build stronger relationships with their customers after every sale.
Book a demo today to learn more: