What happens after submission
After a successful submission, the customer sees a thank-you page. Hively can also email a confirmation containing their feedback when they have supplied an email address and the email passes the delivery checks.
The thank-you page confirms the submission; receiving an email is not required for the rating to exist. Email processing and delivery can take time, and an address or spam check can prevent the confirmation from being sent.
Who sends the email?
The confirmation uses Hively’s sender address and includes information about the rated member. It is not sent from the member’s personal mailbox, and it does not mean that the member has read or replied to the feedback.
If you are expecting a reply about an issue, use the business’s normal support contact. The confirmation is a receipt, not a support-ticket acknowledgement.
Choose whether to send confirmations
Under Users → Notifications, the rated member’s Customer Rating Confirmation switch controls whether Hively sends these emails. Turn it off and save to stop confirmations, including messages still waiting to be sent. It does not recall emails already delivered.
The switch currently appears for administrators and team leaders. If it is not available to you, contact support about changing your preference.
Confirmations also respect the customer’s all-email unsubscribe choice. Other notifications have their own settings; see email delivery and notifications.
Check missing confirmations
Check that the customer supplied the correct address and look in junk or spam. Avoid resubmitting feedback just to generate another email. If the rating is visible in Hively but the email is missing, contact support with the approximate submission time and the relevant member; do not send passwords or unnecessary customer details.