How GetSetReply handles the review rules
What the review funnel and review requests do, rule by rule: where they meet each review site's standard, and where they do not.
This page measures what GetSetReply's review funnel, review requests and Coupons actually do against the rules quoted in this section. Where a feature meets a site's rule, it says so; where it does not, it says that too, and what you can do about it.
Who gets asked for a review
A review request goes to the customers you choose: a contact list or people you pick, for a one-time send, or every customer your point of sale records a sale for, once you switch an automatic request on. Nothing about how a customer felt decides whether they are asked. A contact is skipped only when they opted out, have not agreed to that channel, or were asked too recently under your frequency cap (see Sending rules). Follow-up reminders stop when the customer leaves a review.
That is the opposite of review gating, which the FTC's guide warns against:
Don't ask for reviews only from customers you think will leave positive ones.
The standard wording asks for feedback and offers nothing. The words you write yourself are yours, so keep any offer out of them.
What a customer sees in the review funnel
The link in every review request, and your QR code, open your review funnel:
- The customer sees your location's name and How was your experience?, with Great, OK and Poor.
- Great opens Glad you enjoyed it!, with your review sites listed at the top.
- OK or Poor opens a short private note to you first. Under it, Prefer to post publicly? lists the same review sites, so they can still post a public review.
- After they send the note, the thank-you screen says You can also share your experience publicly. and lists the same sites again.
So every customer can reach every review site you show, whatever they tap. The private note is an extra way to reach you, never a replacement for a public review. See How the review funnel works for the screens.
This meets the rule in Google's Maps content policy, because no customer is discouraged from a review or kept away from your review sites:
Discourage or prohibit negative reviews, or selectively solicit positive reviews from customers
It also keeps clear of the FTC's own example of review gating, in which only the customers with very positive feedback are invited to post (see The Endorsement Guides): here, everyone is invited.
Where the funnel does not meet a site's rules
TripAdvisor's identical path
The two paths through the funnel are not identical. After Great the review sites are at the top of the screen; after OK or Poor they sit below the private note. That layout is a deliberate choice: it keeps every review site in reach of every customer, which is what the FTC asks for.
It does not meet TripAdvisor's stricter test, and we do not claim it does. TripAdvisor asks that the path to a review be the same whatever the guest answered:
If any survey or external website ultimately directs users to submit a review on Tripadvisor, the user interface and experience for submitting positive and negative reviews must be identical. For example, directing a guest to one review page if they indicate a positive experience but directing them to another path (such as an internal customer support channel) if they indicate a negative experience is against our review guidelines.
When TripAdvisor is connected to a location, the funnel lists it, and there is no setting today for a funnel without the rating question. If TripAdvisor reviews matter most to you, ask for them with TripAdvisor's own tools, which its FAQ points owners to:
Log in and click the Reviews tab in the menu, then select Review Express to email recent visitors to write a review on Tripadvisor.
Yelp, which asks businesses not to ask
When Yelp is connected to a location, the funnel lists Review us on Yelp on every screen, so a review request or a QR code that opens the funnel asks for Yelp reviews. Yelp asks businesses not to request reviews at all, and names this pattern in particular:
Don't ask for reviews after requesting customer feedback in other places like surveys or contact forms.
There is no setting today to keep a connected Yelp listing out of the funnel. Disconnecting Yelp takes it out of the funnel, and also stops new Yelp reviews arriving in your inbox. It is your call which matters more to you; Yelp's own pages explain why it may not recommend reviews it thinks were requested (see Yelp).
Review sites the funnel never links to
Some review sites are read into your inbox but never shown in the funnel. Since a review request's link always opens the funnel, GetSetReply never asks a customer to review you on these sites.
Trustpilot. Never in the funnel, so its rules on invitations (fair, neutral, everyone the same way) only come into play if you invite customers to Trustpilot yourself.
DoorDash. Never in the funnel, which fits DoorDash's rule that stores should not ask for reviews there:
At this time, DoorDash prohibits direct content solicitation from merchants. Stores should not request ratings, reviews, photos, videos, or other content directly from customers or offer incentives in exchange for content, as this constitutes a conflict of interest.
Etsy. Never in the funnel either.
Rewards for reviews
Review requests and the funnel offer nothing for a review. One feature can: the After a review rung in Coupons, the add-on for texting offers to customers.
The After a review rung in Coupons
A ladder in Coupons texts people offers on its own when something happens. Its After a review rung texts a coupon to a customer once we can tie a new review to them: most often a customer you sent a review request to, or, if you turn on Reviews we match by name, a customer whose full name matches the reviewer. It fires on any review from them, whatever its rating: the rating is never read to decide.
No starter ladder includes this rung. You only get one by adding a rung and picking After a review as its trigger yourself, and when you do, the rung's editor shows a notice that a coupon after a review may break the review sites' rules, with a link to this section. A ladder made from the Everyday ladder starter before it changed keeps the After a review rung it was made with (see Ladders and rungs).
Because it does not depend on the rating, it is not the reward the FTC's consumer reviews rule bans. The FTC still says a rewarded review should disclose the reward:
If you offer an incentive for a review, don't condition it, explicitly or implicitly, on the review being positive. Even without that condition, the review should disclose the incentive, because its offer may introduce bias or change the weight and credibility that readers give the review.
The review sites go further, and forbid a reward for any review. Google:
Reviews and other user contributions to Google Maps must reflect a genuine experience. Offering incentives, like free or discounted goods or services, in exchange for customers to post reviews, change reviews, or remove negative reviews is considered fake & misleading content and is strictly prohibited.
TripAdvisor:
It is against our guidelines to offer or promise anything in exchange for any reviews, irrespective of rating.
Yelp:
Don't offer freebies, discounts, or payment in exchange for reviews
Trustpilot:
Offer incentives in connection with writing or editing reviews. This includes, for example: discounts, promo codes, prize draw entries, refunds, freebies, or any other benefit connected with your business for leaving a review
Facebook allows one only when it is disclosed under Meta's Branded Content policies:
Community Feedback must not be directly or indirectly incentivized, unless otherwise disclosed compliant with Meta's policies on Branded Content.
To stay within the review sites' rules, do not add an After a review rung, and switch off one you already have. Open the rung on your ladder, switch off This rung is on and save, or press Archive this rung to retire it. Every other rung, and the rest of the ladder, keeps running.
Your part
GetSetReply's review requests and funnel give every customer the same review links and offer nothing. What you add is up to you, so:
- Send review requests to everyone on a list, not to a list of customers you picked because they seemed pleased.
- Keep offers, discounts and prizes out of the words of a review request, and out of anything you say when you ask in person.
- Reply to bad reviews; never ask a customer to take one down in return for something, or threaten them over it.
- Decide whether to keep Yelp connected to a location's funnel, knowing Yelp asks businesses not to ask.
Official sources
Every quote on this page links to the official page it comes from, read on October 4, 2026. Those pages are the ones that count: if anything here disagrees with them, they are right and we are wrong. The full list is under Official sources on the section's first page.
Related
The FTC rules on consumer reviews
The FTC's consumer reviews rule and its Endorsement Guides on review gating, rewards for reviews and reviews by staff, quoted from the official text.
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