Trust Platforms

Integrate a link to an external trust platform in email communication to build and promote your reputation with customers.

Overview

You can display a link to your chosen trust platform in your customer emails, with the option to show your brand’s rating from the platform as well. It is possible to integrate with many external trust platforms, including Trusted Shops, Trustpilot, eKomi, and Avis Vérifiés.

If an external trust platform is not currently supported, parcelLab can check whether integration is technically possible. For further details, please contact your parcelLab representative.

When the link is clicked on the email, the customer gets forwarded to the relevant trust platform page, where they can give a rating on their shopping experience and view ratings of other customers. It is also possible to include a Net Promoter Score (NPS) question on the trust platform page.

This is not related to the parcelLab NPS feature, which integrates the NPS survey in email communication.

Configuring the Trust Platforms

The following sections describe the configuration required to include links to trust platforms in email communication.

Customer Requirements

To integrate a link to a trust platform in email communication, you need to provide the following general information to parcelLab:

• The trust platform that you want to use.

• In which emails to display the trust platform link (for example: order delivered emails).

• Whether to include links to different trust platforms in the same email.

• In which segments to insert which links as it is possible to link different customers to different trust platforms.

• Whether you want customers to review just your shop, or both the shop and purchased products.

• Whether to show the overall shop rating next to the trust platform link.

• The content to display with the trust platform link and rating in the email.

Trust Platform Requirements

The following sections describe the information required to implement specific trust platforms.

Where user IDs, API keys, API secrets and so on are needed, an encryption tool will be used for you to be able to safely share these with parcelLab. For further details, please contact your parcelLab representative.

Trusted Shops

To integrate a link to the Trusted Shops trust platform in email communication, you need to provide the following information to parcelLab:

• Your Trusted Shops certificate ID, which can be found in the URL of your profile.

For more information, refer to the Trusted Shops official documentation.

For Trusted Shops, you can send emails with links to your shop only, or to review the shop and the product(s).

Trustpilot

To integrate a link to the Trustpilot trust platform in email communication and get a certified review, you need to provide the following information to parcelLab:

• A user account through which the parcelLab system can log in. For this you need to invite parcelLab as a new user user in your Trustpilot account, with the email address [email protected] and provide it with the Admin user role.

Further setup details can be found here.

• Your API credentials:

  • API key

  • API secret

Further details on how to obtain these and how to enable the new parcelLab application can be found here.

• For product reviews, if you have already integrated your article list with parcelLab, nothing further is needed. However, if this is not the case, you also need to add the following information in the data transfer to us:

  • Product name

  • Article number (SKU)

  • Image URL

  • Product URL

For Trustpilot, you can send emails with links to your shop only, or to review the shop and the product(s).

eKomi

To integrate a link to the eKomi trust platform in email communication, you need to provide the following information to parcelLab:

• For both shop and product reviews, your API credentials:

  • Interface ID (that is: a number)

  • Interface password (that is: a token)

This information can be found in the right-hand side of the customer area in eKomi.

Afterwards, parcelLab can generate review links based on the customer's email and order number.

• For product reviews to be automatically enabled, the following requirements are also needed:

  • The article number per order must be transmitted to parcelLab.

  • The same article numbers transmitted to parcelLab need to exist in the eKomi product database.

The match between both article numbers is required by eKomi to pull the right article information when asking the customer for a review.

Avis Vérifiés

To integrate a link to the Avis Vérifiés trust platform in email communication, you need to provide the following information to parcelLab:

• The URL that reviews are hosted on (for example: avis-verifies.com), specified without "www" at the beginning.

• The unique identifier (that is: public key) in UUID format.

• The private key to verify the customer account securely in UUID format.

All this information can be found in your account details on the Avis Vérifiés website.

Implementation Process

When parcelLab has the required information, the setup process can begin. When the setup is ready to go live, parcelLab will inform you so you can ensure that communications are no longer sent directly from the trust platform.