FAQ Categoriearchief

Should the online store refund my shipping costs?

If you cancel an entire order under the right of withdrawal, the online store must refund you the full order amount. This includes any return shipping costs. If you do keep part of the order, the online store does not have to refund the shipping costs for the order. You bear the costs for the return shipment, provided that you have not made other agreements about this and provided that the webshop has pointed this out to you.

Should the online store also reimburse return shipping costs?

No, a merchant does not have to reimburse the return shipping costs. However, the merchant must inform you in advance that there are costs associated with the return. The return shipping costs do have to be reimbursed (when you return the entire order).

What does the WebwinkelKeur seal of approval mean?

Members are first checked by us. We do this by vetting the website for regulations, verifying company information and checking for notifications. Regulatory This check includes such things as: - Does the online store comply with the right of withdrawal? - Is company information including address, phone number, Chamber of Commerce and VAT made available? - Is there a privacy statement? - Are there clear terms and conditions? Verification of company information - Does the address match the Chamber of Commerce registration? - Is the VAT number correct? Verification reports - Are there any experiences with the company on the Internet? - Is the company not known to the Meldpunt Internet Oplichting (MIO check)? On this basis we decide whether the company may use the trustmark. Having the seal of approval is then the start of the cooperation. Equally important is your rating. Based on these assessments we can determine the quality of the company and identify problems at an early stage. The seal of approval is therefore not a guarantee, but an additional means to check the reliability of the online store. Always check yourself whether the online store can be trusted and report any doubts. That way we can intervene early if necessary.

How do I know if an online store is really affiliated with WebwinkelKeur?

It sometimes happens that webshops falsely display a seal of approval. We advise you not to do business with these webshops. However, how do you know if an online store is really affiliated with WebwinkelKeur? You'll know this by checking the certificate of authenticity embedded in WebwinkelKeur's seal of approval. The certificate of authenticity means that when you hover your mouse over the label, a pop-up appears showing that the online store is certified. This can apply to just our logo or a banner like the one below: Additionally, a valid WebwinkelKeur seal is often clickable. After clicking, a pop-up appears in which, among other things, the certainties and badges & reviews can be read. In this pop-up you can not only read experiences, but you can also post your own experience with the store, submit a complaint about the store or go to the member page. Have you come across a store that wrongly uses the label? Please contact us, we will try to do everything possible to address the unjustified use.

Why it's important to resolve negative reviews yourself

As an independent party, we are often asked to mediate negative reviews. Of course we are happy to do so, but we always require that the online store first contact the customer itself. Why do we do that? We are happy to explain.The negative review is not the problemMany online stores see the negative review as the problem, yet the negative review is only a symptom. The problem, of course, is the dissatisfied customer. Obviously, not every customer can be satisfied and, in addition, there are also very critical customers who always have something to complain about. Still, many negative reviews are caused by webshops being too lax in dealing with complaints. The first question as a webshop should always be "Can I solve this customer's complaint?", while the first question now often seems to be "How do I prevent a negative review?". That is why we always ask to first contact the customer, for example by sending a private message to the customer through our dashboard. Important here is that you show understanding for the customer and do not go on the attack, how to do this can be read in our blog"dealing with negative reviews".Show that you take complaints seriouslyWhen we as a third party first contact the dissatisfied customer, you show the customer that you see the negative review as the problem. If you contact the customer first yourself, this comes across very differently. Do not directly address the review as the problem, but try to find a solution for the problems mentioned. The customer will notice that he is taken seriously and will be a lot milder as a result. After you have found a solution, respond publicly under the experience (this can be done through the dashboard), so new customers see that you have taken the problem seriously and solved it. This way this negative experience can actually increase conversion in the future.Dissatisfied customers post reviews elsewhereIf you really can't come to an agreement with the customer and an experience is unjustified? Then we can mediate, see the procedure. Removing a review is a last resort and is only done when a review is demonstrably unjustified. Keep in mind that removing the review gives the same customer even more reason to express his dissatisfaction elsewhere. There is a big chance that when we remove a review, the same customer will express his dissatisfaction elsewhere. Negative reviews can also have a positive effect, because negative reviews increase the trust in the authenticity of positive reviews. We are therefore always in favor of allowing unjustified negative reviews, place your side of the story under this review, and your (future) customers will also see that this review is unjustified. This increases the reliability of the other reviews, because you show that you do not censor anything.

Review not visible on widget website

Is a customer review not (immediately) visible on your website's widget, but it is on the customer review page? Then you need to be patient. There is a delay of about half a day between the moment of publication on our website and in the customer reviews widget. This delay is necessary to keep the loading time of the widget always fast. Is the review also not visible on the customer review page? Then read the possible reasons and solutions here.

How do you handle disputed reviews?

As explained here, we only delete experiences when they are demonstrably unjustified or when the consumer cannot prove that he has placed an order (for example, by means of an order number). To give a little more insight into this procedure, we have worked it out using a diagram. For people who don't like complicated diagrams, this amounts to an adversarial process. We ask both the consumer and the store for their side of the story to determine whether an experience can be posted or not. The exact situations in which a review can be refused is detailed in our terms of use.

My invitations CSV cannot be imported?

Your CSV should consist of a minimum of 2 and a maximum of 4 columns. The first column should contain the e-mail addresses, the second column the order numbers and the third column optionally the language of the invitation, in the fourth column you can specify in how many days the invitation should be sent. You can set this fourth column to 0 to send the invitations today. The CSV must be separated by a comma (,) and not by a semicolon (;). Dutch versions of Excel almost always save a CSV in ; format. We expect the following file format: - Email - johndoe@domain.com / jansmit@domein.nl - Order number - abc123 / test1 - Language - eng / nld - Customer name (optional) - John / Jan - Delay (optional) - 3 / (empty) The contents of the sample .csv would be the following: johndoe@domain.com,abc123,eng,john,3 jansmit@domein.nl,test1,nld,jan, CSV separated by semicolon? Do you have a CSV which is separated by a semicolon (;). Then you can easily convert it to the correct format with the online Online CSV Tools. Just follow these steps: 1. Open the website Online CSV Tools 2. Select your CSV file by choosing "Import file". 3. Under "Delimiter used in source CSV", choose ";". 4. At "Delimiter used in output CSV", choose ",". 5. Under New CSV, click "Save as...". 6. The file is now ready to import at WebwinkelKeur.

Why should I encourage customers to share their experience?

WebwinkelKeur's review system allows your customers to rate your service and view reviews from previous customers.Actively (and automatically) collect reviewsWhen you have satisfied customers, you want to share this with potential customers. We therefore recommend that you actively ask customers to share their comments. A good way is to point out the possibility to your customers in your email correspondence including the order confirmation. From our PLUS package you can easily collect reviews automatically.Dissatisfied customers are more likely to writeIn general, satisfied customers are less likely to share their opinions without prompting than dissatisfied customers. This can therefore give a distorted picture of your service. Encouraging all customers to share their experience is definitely recommended. WebwinkelKeur also shares the experiences with Google. This makes it possible to indirectly improve your ranking in search results.

Installation instructions My Web Store widget without Google Tag Manager

WebwinkelKeur widget install MyWebstore without Google Tag ManagerAs a MyWebstore user, we strongly advise you to install the sidebar and our widget viaGoogle Tag Manager. Don't want to use GTM yet? Then we offer an alternative, but it offers limited features and is therefore strongly discouraged. Widget placement with an image (limited functionality) To place the review widget with only an image on your MijnWebwinkel webshop, follow these steps:Step 1:Find your 'webshop ID' and member page URL. These can be found at the bottom of the place verification page in yourWebwinkelKeur dashboard.Step 2:Login to yourMyWebwinkel webshopand go to 'Design'. Then choose the option 'Layout'.3. Drag the 'Text' element under available elements.Step 4:A text entry window will open. Click on the 'Image icon' to enter an image.Step 5:Now you have the option to enter a URL. You can choose a large version of our widget (281x232 pixels) or a mini version (140x160 pixels). Use the URL https://www.webwinkelkeur.nl/widget/WEBWINKELID.jpg or https://www.webwinkelkeur.nl/miniwidget/WEBWINKELID.jpg. Replace 'WEBWINKELID' by your own Web store ID as you looked up instep 1. Is your webshop id "2", then the url will be https://www.webwinkelkeur.nl/widget/2.jpg for the large widget or https://www.webwinkelkeur.nl/miniwidget/2.jpg for the mini widget. [caption id="" align="alignnone" width="550"]Note: above you can still see our old expressions.[/caption]Step 6:Fill in the chosen Url and type the text 'Webwinkel Keurmerk' at 'Alternative text'. After this, click 'OK'Step 7:The widget image now appears in the text box. Click once on this image and then click on the link icon to link the widget to your own member page.Step 8:A window will now open. Leave the link type set to URL and at URL enter the url as you found it instep 1. Leave the protocol on https. If necessary, go to 'Target window' to have the link open in a new tab (_blank).Step 9:At 'Select' choose a snippet for 'WebwinkelKeur'.Step 10:Click on 'OK' and then on apply. The windows will now close. Now click 'Save' at the bottom of the page to make the changes active.Step 11:The widget is now active on your webshop. Please note that the image is updated periodically. It can therefore take up to a day before a placed experience is also visible on the widget.

Where can I find my API key and web store ID?

This data can be found after logging in to dashboard.webwinkelkeur.nl. Then choose Installation. In the subsequent explanation you will find the required data. Do you have multiple webshops in your WebwinkelKeur account? Then choose the correct webshop at the top right.

Javascript integratie

To make use of the javascript options such as placing an experience within your own webshop, you first need to place the javascript for the sidebar. This can be done manually (you can find the code after logging in on dashboard.webwinkelkeur.nl at installation -> widget -> sidebar) or by using one of the available modules. Read more about the WebwinkelKeur javascript integration on your webshop