feefo

A new way to manage your reviews all in one place

Overview of changes

Dealer reviews are a crucial part of the selling process on Auto Trader and offer you a fantastic opportunity to showcase your customer experience.

Features and Benefits

Feefo are recognised by consumers as a trusted independent review platform

Feefo are specialists in the management and collection of service and product reviews

A dedicated support team to handle any queries/review disputes

Access to the Feefo Hub where you can effectively monitor and manage reviews you receive

Access to a real time view of the number of invites you have sent vs reviews you have generated and any outstanding actions

Frequently Asked Questions

For a step by step guide on how to access and navigate the Feefo Hub, please click here.

For a step by step guide on how to challenge a review, please click here.

For a step by step guide on how to reply to a review, please click here.

How to request a review video guide

To see an example copy of the review invite email, please click here.

For a step by step guide on how to check if a review invite has been sent in the Feefo Hub, please click here.

For review invites sent after moving over to the new Feefo Hub, a reminder will automatically be sent to the consumer 7 days after your initial review invite is sent. To see an example copy of this reminder, please click here.

If you would still prefer to resend an invite manually, please see the ‘How do I check if a review invite has been sent?’ guide above.

Email notifications can only be sent to an email address that has been used to access the Feefo Hub via Portal.

If you haven’t logged in to the Feefo Hub since you were migrated, you will not receive email notifications for new reviews until you log into the Feefo Hub at least one.

If you are a Group retailer, you will only receive email notifications for new reviews left on the DID/site you last accessed in the Feefo Hub.

Email notifications can only be sent to an email address that has been used to access the Feefo Hub via Portal.

If you would like email notifications to be sent to different email address, you will either need to set the required email address up with access to Portal and use this to log into the Feefo Hub or set up a redirect on your existing email address to forward email notifications to the required email address.

To challenge a review, please do this by flagging the relevant review for moderation in the Feefo Hub.

For all other queries, you can email Feefo on autotradersupport@feefo.com

Email queries will be responded to within 3 working days from the date of receipt.

Review moderation = Within 2 working days from the date the review was submitted.

Review challenges = Responded to within 2 working days and resolved or escalated within 5 working days.

Email queries = 3 working days.

Monitored awaiting reply = Published reviews that are waiting for you to reply.

My to-dos = Reviews you have added to you to do list.

Unread = Reviews that have come in and you haven’t read yet.

Pending Moderation = Reviews that require second moderation (due to challenge or being flagged by our automated moderation).

Failed Moderation = Reviews that have been rejected.

Flag for Moderation = Challenge a review that has been left.

Verified customer = A review left from an invite you have sent to a consumer.

Verified reviewer = A review left by a consumer via the open review platform who has verified their review by clicking a verification link in an email.

You should always challenge a review via the Feefo Hub in the first instance, however, if you wish to escalate a review challenge, you can send an email to autotradersupport@feefo.com and title this with ‘Escalation’ in the email subject.

Feefo will then handle this in-line with their SLA’s (aiming to resolve within 5 working days).

If a you wish to make a complaint about Feefo, please send an email to autotradersupport@feefo.com and title this with ‘Complaint’ in the email subject.

Feefo will then handle this in-line with their SLA’s (aiming to resolve within 5 working days).

Reviews collected via the new Feefo Platform will look like this on your Retailer Stores page.

Feefo Review

Yes, if you have one of our Auto Trader Dealer Websites, your new Feefo collected reviews will feed through to this.

Please note: This functionality is not available for third party websites.

You will not be able to challenge a review that was collected by Auto Trader once you have been migrated over to Feefo.

Please make sure you have reviewed and challenged any outstanding dealer reviews prior to your Feefo migration date.

You will not be able to reply to a review that was collected by Auto Trader once you have migrated over to Feefo.

Please make sure you have reviewed and replied to any outstanding dealer reviews prior to your Feefo migration date.

We are unable to migrate the reviews you collected via the Auto Trader review system over to the Feefo Hub, this is because this content was collected and processed by Auto Traders systems and moderation rules. As a result, you will no longer be able to see or access your old Auto Trader reviews via Portal.

Please note: The reviews you collected through the Auto Trader reviews system will remain live on your Retailer Stores page and will continue to contribute towards your overall Star Rating on Auto Trader.

To send your existing Feefo reviews to your Auto Trader Profile Page, please contact Feefo and ask them to set up a feed.

Please note: You will need to provide your Auto Trader Dealer ID.

Yes you can, please see ‘What third parties do you accept reviews from and how do I set this up?’

We accept reviews from the following 3rd party review providers - Feefo, Trustpilot, Car Dealer Reviews, JudgeService, Marketing Delivery, Reviews and Reevoo.

To send your existing 3rd party reviews to your Auto Trader Profile Page, please contact the relevant review provider and ask them to set up a feed.

Please note: You will need to provide your Auto Trader Dealer ID.