In our system, it takes 12-48 hours for reviews and responses to be added to your TrustYou account after they had been published on online review sources.
Please also note that the Dashboard response calculation is not happening real time after the response is added to the system, but only updated daily.
If you see a lower response rate than what you would expect, usually, this is due to one of the following reasons:
- The review is not actually responded on the website
Please double check your reviews on the public review website (not your extranet). If the responses are not showing there, they also won't be visible in your TrustYou account. See also: How to identify unresponded reviews
2. The review has been deleted on the website
Reviews that are deleted on the review website are not automatically removed from your TrustYou account and might continue to impact the response rate. If you see a review in TrustYou that no longer shows on the review website, please mark it as deleted
If you have done these checks and you still find any concrete examples of responded reviews that show unresponded in TrustYou, please send us a support ticket. In this ticket, please specify time frames and review platform(s) for the responses you are missing on TrustYou. Please also send us screen shots from the original review sources. Please note that we won't be able to start any investigations without having these pieces of information.