Glossary

C

Channel

Channels define the communication between organizations and customer segments.
For example, a channel can represent a retail shop, an online shop, an application, or separate different countries or language regions, i.e. anything that only reaches a certain group of customers.

You can get creative in setting up your channels. What a channel can represent, is a part of what you want to model or implement.
Visit the Channels page to learn more about them

Core Review

A Core Review is the combination of the star rating and the comment of a review.

D

Development

This refers to any eTrusted integration that is still being worked on.

E

Event

An event always has an event type that represents the touchpoint where it was triggered along the customer journey.
An event is triggered by an experience or transaction that occurs in the customer journey.

Event Type

An event type represents a touchpoint along your customer journey.
Trusted Shops provides the standard event type checkout.
However, any number of user-defined event types can be added, depending on your individual touchpoints.

Experience Feedback

Also: transactional feedback.

Experience feedback is feedback about products or services that is tied to an experience.
An experience is part of your customer journey, such as the ordering process or the delivery.

G

Grade Aggregation

When eTrusted collects reviews, it also does some statistical evaluation. Grade aggregations are arithmetical averages of review ratings over certain timespans.

I

ISO 8601

ISO 8601 is a standard that represents date and time starting with the year, followed by the month, the day, the hour, the minutes, seconds, and milliseconds.

For example, 2020-07-10T15:00:00.000Z which follows the format yyyy-MM-dd’T’HH:mm:ss.SSSZ, represents the 10th of July 2020 at 3 p.m. Where T denotes where the time part of the timestamp starts.

SSSZ is used to set the timezones. For example UTC is represented as 000Z . To represent say the CET timezone which is 1 hour ahead of UTC it's easier to just increase the hour HH by 1.
eg: 2020-07-10T15:00:00.000Z becomes 2020-07-10T16:00:00.000Z.

Invite

An invite is an invitation to leave a review that is sent manually or automatically from an eTrusted customer to their consumers.

Invite rules often determine the date and time the invite is sent.
Invites contain a link to a questionnaire that the consumer may answer to leave a review.

Invites have different statuses.
The status is part of invite objects returned by the invites GET endpoint:

Status	Meaning
`SCHEDULED`	The invite will be sent at a future point in time, determined by an invite rule.
`CANCELED`	Sending out this invite has been canceled by the channel owner.
`SENT`	The invite has been sent.
`DELIVERED`	The invite has been successfully delivered.
`NOT_DELIVERED`	The invite has been sent but it was not successfully delivered.
`REJECTED`	The invite has been rejected by eTrusted.
`OPENED`	The consumer has received the invite and opened it.
`CLICKED`	The consumer has received the invite and clicked the link to the questionnaire.
`REVIEW_WRITTEN`	The consumer has received the invite and answered the questionnaire successfully.
`READY_FOR_RENDER`	The invite is ready to be rendered for template generation.

Invite statuses that result from an error or non-delivery also entail a reason:

Reason	For Status	Meaning
`INVALID_TEMPLATE`	`REJECTED`	No valid questionnaire template was found.
`RENDERING_ERROR`	`REJECTED`	The invite or questionnaire template could not be rendered.
`INVALID_RECIPIENT_EMAIL`	`NOT_DELIVERED`	The recipient's email address does not exist.
`TEMPORARY_RECIPIENT_ERROR`	`NOT_DELIVERED`	There was a temporary error when delivering the invite.
`REPORTED_AS_SPAM_SENDER`	`NOT_DELIVERED`	The email account that sent the invite is blocked as spam.
`REPORTED_AS_SPAM_RECIPIENT`	`NOT_DELIVERED`	The recipient has reported eTrusted messages as spam.
`REPORTED_AS_SPAM_CONTENT`	`NOT_DELIVERED`	The invite message content has been reported as spam by an external system.
`REPORTED_AS_SPAM_FREQUENCY`	`NOT_DELIVERED`	Invites are being sent too frequently and are recognized as spam.
`PROVIDER_ERROR`	`NOT_DELIVERED`	An error has occurred at the eTrusted message provider.
`DELAYED`	`NOT_DELIVERED`	There was a delay and the invite will be delivered later.
`RECIPIENT_UNSUBSCRIBED`	`REJECTED`	The recipient has unsubscribed from Trusted Shops communication.
`RECIPIENT_BLACKLISTED_PROVIDER`	`NOT_DELIVERED`	The recipient has been blacklisted by the eTrusted email provider.
`RECIPIENT_BLACKLISTED_ACCOUNT`	`CANCELED`	The recipient has been blacklisted at the account level.
`RECIPIENT_BLACKLISTED_CHANNEL`	`CANCELED`	The recipient has been blacklisted at the channel level.
`RECIPIENT_BLACKLISTED_EMAIL`	`CANCELED`	The recipient's email address has been blacklisted by Trusted Shops.
`BLACKLISTED_DOMAIN`	`CANCELED`	The recipient email address domain has been blacklisted by Trusted Shops.
`DUPLICATE`	`NOT_DELIVERED`	The Trusted Shops message provider blocked this invite because it is a duplicate of a previous one.
`INVITE_SENDING_SUSPENDED_BY_EMPLOYEE`	`CANCELED`	A Trusted Shops employee canceled the invite.
`INVITE_SENDING_SUSPENDED_BY_CUSTOMER`	`CANCELED`	The channel owner canceled the invite.
`INTERNAL_ERROR`	`NOT_DELIVERED`	The invite could not be delivered due to an internal error in eTrusted.

R

Review

A review has a title, a comment, and a star rating.
Reviews are submitted by customers who received an "invite" to do so.

The combination of star rating and comment is also referred to as the Core Review. A review that is missing its star rating or comments is referred to as a statement.

In eTrusted, there are two types of reviews: product reviews and service reviews.

A product review is a review for a product that is uniquely identified by a product ID such as a SKU.

A service review is a review of a service or a service provider, such as an online shop.

Customer reviews, as delivered by the Customer Reviews API, include both product and service reviews.

Customer reviews have a status (state).

The statuses (states) are:

Status	Meaning
`DRAFT`	The review has been written, but eTrusted rules rejected it.
`SUBMITTED`	The review has been written and submitted.
`APPROVED`	The review has been approved by eTrusted rules or the customer.
`REPORTED`	The review has been reported by eTrusted rules or the customer and will be reviewed.
`REAPPROVED`	The review has been reported, but eTrusted decided that it is a valid review.
`REJECTED`	The review has been reported and eTrusted decided that the review should be removed.

You can filter the list of customer reviews returned by the GET call by status (state), however, you cannot use DRAFT nor SUBMITTED.

You can fetch service reviews using the GET all endpoint as well.

Both product and service reviews are types of experience feedback.

P

Production

This refers to any eTrusted integration that is used in your live app i.e: real users interact with it.

S

Statement

A statement is a review that is missing either the comment or the star rating or both.
The use of statements is optional.
Questionnaire templates can be configured to allow statements.

For Grade Aggregation Statistics, statements without star ratings will not be taken into consideration.

T

Touchpoint

A touchpoint occurs along the customer journey and may potentially trigger an event in the eTrusted world.
It is closely related to the event type, which is its technical representation used throughout our APIs.

Transactional Feedback

See experience feedback.