General FAQs

Your spam filter or firewall may be preventing you from receiving emails from Bazaarvoice. Make sure your email client or firewall include the following email addresses and domains on their safe lists:

• clientcare@bazaarvoice.com
• portal.bazaarvoice.com
• amazonses.com

If you've checked your spam folder and whitelisted the necessary email addresses and domains, but you're still not receiving the emails you expect, contact your Bazaarvoice representative. Your representative can check the email logs to determine whether the emails are sending properly.

Visit the Forgotten password page to reset your password.

Note: You cannot reset your password more than once every two hours, and you cannot reuse any of your last 12 passwords.

Try the following troubleshooting tips:

• If you've received multiple emails to activate or reset your password, only the most recent email contains a valid link. Be sure to click the link in the most recent email you received.
• Email links are valid for seven days. If the link has expired, retrigger the email by visiting the Forgotten password page.
• Some email plugins, such as Symantec Click-time URL Protection and Proofpoint URL Defense, obfuscate links for security reasons. Common indicators that a plugin has obfuscated an email link include:
  • The activation page does not contain your name, displaying "Welcome, blank" instead of "Welcome, name".
  • The % character is present in the URL after you select the email link.

  To correct this issue, highlight the link in the email and copy and paste it into your browser.

  To save time in the future, ensure your URL security plugins add the bazaarvoice.com domain to the allowlist (sometimes called a "whitelist"). If you are using Microsoft Advanced Threat Protection, you also must disable link checking for whitelisted emails by creating an Exchange Transport Rule that sets the X-header X-MS-Exchange-Organization-SkipSafeLinksProcessing value to "1".

Refer to your profile page to view your current administrator.

The federated single sign-on capability is available to clients on the Professional or Enterprise packages. Other clients may be eligible to enable single sign-on by contacting their Client Success Manager.

Not all instances have access to the same areas of Portal. When you switch to a different instance, the navigation bar updates to show the Bazaarvoice tools and features you can access with the selected instance.

Find out more about instances and instance selectors.

If a user does not provide cookie consent (does not opt in), and the setting to opt in is enabled, then BV Pixel does not set first-party cookies.

These are treated in the same way as cookies and require consent.

No. It is your responsibility to verify that the known identifiers provided to Bazaarvoice are correct and point to the correct consumer before making a request. Bazaarvoice trusts all requests from you on behalf of the consumer.

No. While GDPR requires that privacy requests be completed within 30 days and the CCPA 45 days, both can be extended to 90 days. Due to system limitations, we can't accelerate individual requests.

No. Once a request is submitted through the Privacy API or Portal, processing begins within 5 days and cannot be accelerated. Requests involve multiple datasets and concurrent submissions, which impacts the processing speed.

No. We don’t offer real-time tracking as it increases system traffic and slows down request processing. You'll receive a confirmation email message once the request is complete.

No. Once a right-to-be-forgotten request is initiated, data tracking stops to ensure proper deletion of personal data and to allow for verification.

Yes. We recommend submitting requests as early as possible to avoid last-minute delays.

Yes. If you need help using the Privacy API or Portal, contact Bazaarvoice Support for assistance.

No. Because we cannot send email to consumers who have unsubscribed, we must store that information. The right of access result is a compressed file containing multiple data records from our systems, including unsubscribe records if they exist. That data will be included in all future right of access requests.

Yes. Both the PII data and the submitted content will be removed. 

No. The consumer does not receive any confirmation from Bazaarvoice. The confirmation to the consumer is managed exclusively by the client.

No. the consumer does not have access to privacy management. They can only submit an RTBF or ROA request to the client. The client then initiates the request to Bazaarvoice through the Privacy app on behalf of the consumer.

If you are syndicating on Bazaarvoice’s network and submit a request for a user’s data to be removed from your site, we will pull the data from syndication partners as well. If you are syndicating with other providers outside of our network, including PowerReviews, you will need to contact those providers to pull content down from their sites. It is your responsibility as the owner of the native content to submit data removal and access requests on behalf of consumers.

If you are syndicating on Bazaarvoice’s network and submit a request for a user’s data to be removed from your site, we will pull the data from syndication partners as well. If you are syndicating with other providers outside of our network, including PowerReviews, you will need to contact those providers to pull content down from their sites. It is your responsibility as the owner of the native content to submit data removal and access requests on behalf of consumers.

No. Partner syndication is not included in right to be forgotten or right of access requests. If you syndicate with one of our third-party partners such as Google or Microsoft, you must contact those data processors directly to ensure the request is honored.

Yes. There are two ways to delete a consumer's data from Salesforce:

Delete data through the Salesforce Developer Console

Complete the following steps to delete data using an Anonymous Window in the Developer Console:

1. Sign in to your Salesforce Org.
2. Open the Developer Console.
3. From the Debug menu in the console, select Open Anonymous Window.

4. Copy the following Apex code and paste it into the Anonymous Window.
   

   Copy Code Apex

   //Search all Email Addresses matching records:matching. String EmailAddressToDelete = 'testuser@bazaarvoice.com'; List<BV2__Interaction__c> lstInteractions = [select id, BV2__bazaarvoice_setting__c, BV2__Author_Email_Address__c, BV2__Time__c, BV2__Product__c, BV2__Contact__c from BV2__Interaction__c where BV2__Author_Email_Address__c = '']; //Search related Cases to above list of Interactions. List<case> c = [select id, BV2__Original_Interaction__c from Case WHERE BV2__Original_Interaction__c IN: lstInteractions]; List<BV2__Author__c> lstAuthorRel = new List<BV2__Author__c>(); List<BV2__product__c> lstProduct = new List<BV2__product__c>(); List<product_category__c> lstProductCategory = List<product_category__c>(); List<Contact> lstContact = new List<Contact>(); for (BV2__Interaction__c intr : lstInteractions) { lstAuthorRel.add( intr.BV2__Author__c); lstProduct.add( intr.BV2__Product__c); lstContact.add( intr.BV2__Contact__c); } //Search related Author to above list of Interactions. List<BV2__Author__c> lstAuthor = [select id, BV2__bazaarvoice_setting__c from BV2__Author__c where Id IN: lstAuthorRel]; //Search related Product to above list of Interactions. List<BV2__product__c> lstProd = [select id,bazaarvoice_setting__c from product__c where Id IN: lstProduct]; //Search related Product Category to above list of Interactions List<product_category__c> listProdCat = [select id,bazaarvoice_setting__c from product_category__c where Id IN: lstProductCategory]; //Search related Photo to above list of Interactions. List<BV2__photo__c> lstPhotos = [select id, BV2__Interaction__c from BV2__photo__c WHERE BV2__Interaction__c IN: lstInteractions]; //Search related Video to above list of Interactions. List<BV2__Video__c> lstVideo = [select id, BV2__Interaction__c from BV2__Video__c WHERE BV2__Interaction__c IN: lstInteractions]; //Search related Contacts to above list of Interactions List<contact> lstContacts = [select id from contact WHERE Id IN: lstContact]; //Delete all the related records delete lstInteractions; delete c; delete lstAuthor; delete lstPhotos; delete lstVideo; delete lstProd; delete listProdCat; delete lstContacts;

5. Click Execute at the bottom of the console.

Delete data through Salesforce Workbench

Complete the following steps to delete data using Salesforce Workbench:

1. Open Salesforce Workbench  .
2. Select the appropriate Environment and API Version.
3. Click Login with Salesforce, and sign in using your credentials.
4. From the Jump to: drop-down, select Apex Execute. Click Select.

5. Copy the following Apex code and paste it into the text area field.
   

   Copy Code Apex

   //Search all Email Address matching records:matching //Search all Email Addresses matching records:matching. String EmailAddressToDelete = 'testuser@bazaarvoice.com'; List<BV2__Interaction__c> lstInteractions = [select id, BV2__bazaarvoice_setting__c, BV2__Author_Email_Address__c, BV2__Time__c, BV2__Product__c, BV2__Contact__c from BV2__Interaction__c where BV2__Author_Email_Address__c = '']; //Search related Cases to above list of Interactions. List<case> c = [select id, BV2__Original_Interaction__c from Case WHERE BV2__Original_Interaction__c IN: lstInteractions]; List<BV2__Author__c> lstAuthorRel = new List<BV2__Author__c>(); List<BV2__product__c> lstProduct = new List<BV2__product__c>(); List<product_category__c> lstProductCategory = List<product_category__c>(); List<Contact> lstContact = new List<Contact>(); for (BV2__Interaction__c intr : lstInteractions) { lstAuthorRel.add( intr.BV2__Author__c); lstProduct.add( intr.BV2__Product__c); lstContact.add( intr.BV2__Contact__c); } //Search related Author to above list of Interactions. List<BV2__Author__c> lstAuthor = [select id, BV2__bazaarvoice_setting__c from BV2__Author__c where Id IN: lstAuthorRel]; //Search related Product to above list of Interactions. List<BV2__product__c> lstProd = [select id,bazaarvoice_setting__c from product__c where Id IN: lstProduct]; //Search related Product Category to above list of Interactions List<product_category__c> listProdCat = [select id,bazaarvoice_setting__c from product_category__c where Id IN: lstProductCategory]; //Search related Photo to above list of Interactions. List<BV2__photo__c> lstPhotos = [select id, BV2__Interaction__c from BV2__photo__c WHERE BV2__Interaction__c IN: lstInteractions]; //Search related Video to above list of Interactions. List<BV2__Video__c> lstVideo = [select id, BV2__Interaction__c from BV2__Video__c WHERE BV2__Interaction__c IN: lstInteractions]; //Search related Contacts to above list of Interactions List<contact> lstContacts = [select id from contact WHERE Id IN: lstContact]; //Delete all the related records delete lstInteractions; delete c; delete lstAuthor; delete lstPhotos; delete lstVideo; delete lstProd; delete listProdCat; delete lstContacts;

6. Click Execute.

See our Privacy Policy for more information about how users can opt out of sending their analytics and tracking data across the Bazaarvoice Network.

If you have implemented BV Pixel and you want to provide a means for users to indicate that they do not want to share any of their personal data across your domain, you can use the doNotTrack() function. See the Bazaarvoice Developer portal for more information.

A webhook is an HTTPS callback that Bazaarvoice sends to your specified endpoint URL when a related event occurs. When a configured event triggers — such as a review being submitted or approved — Bazaarvoice sends an automated POST request to your endpoint in real time.

Select Add endpoint on the Webhooks page and enter the required details: endpoint name, endpoint URL, and event triggers. Once configured, select required events to activate the endpoint.

You can configure webhook triggers by selecting from the available options on the Select Events page.

Verify the following:

• The endpoint URL is correct and publicly accessible
• Your server returns an HTTP 2XX response to acknowledge receipt of the callback.
• Your server is not blocking POST requests from Bazaarvoice. 
• If the issue still persists, please contact Bazaarvoice Support with the endpoint name and the date range of the failed attempts for resolution.
  

Yes. Bazaarvoice has a retry window of 24 hours from the time the event callback was triggered. 

The secret key provided during endpoint creation serves two important purposes:

• Decrypting the user email of the reviewer.
• Verifying the authenticity of event callbacks sent to your callback URL.

When an endpoint is archived, the URL specified in the webhook endpoint configuration will no longer receive callbacks for event triggers. However, you can still view the endpoint details in the dashboard.

When an event is triggered, Bazaarvoice sends the payload to your configured callback URL. Each request includes a custom header:X-BV-Signature

To validate the callbacks, follow these steps:

1. Take the raw request payload exactly as received.
2. Use the secret key provided at the time of endpoint creation.
3. Generate an HMAC using the SHA-256 algorithm
4. Compare your generated signature with the value in the X-BV-Signature header.
   1. If they match, the request is valid.
   2. If they don’t, reject the request as it may not be from Bazaarvoice.

Not necessarily. Callback event timing depends on the syndication delay agreed between the source syndication client and the destination client, plus up to an hour of additional time for data synchronization.

No. It takes approximately 6 to 12 hours for a newly created webhook to begin processing syndicated review events. Additionally, event delivery timing remains subject to the syndication delay.

Bazaarvoice support two primary syndication events:

• Review added event: Triggered when a review is approved for a source syndicated client.
• Review removed/rejected event: Triggered whenever a review that was approved earlier was later rejected or removed for a source syndicated client. 

No. Webhooks can only be created by the destination client to receive review events.

Yes, a single callback URL can be used to subscribe to any review events.

Yes. The webhook callback URL configured for syndication will receive syndication review events from all the source syndicated clients.

You can edit the webhook configuration by disabling the syndication event or archive the webhook to stop receiving all events, including syndication events.

Yes. To comply with the French Consumer Code, all reviews displayed in *_FR locales must include this field to distinguish between the review date and the actual date of product use.

No. For French-native locales, the field labels are locked and the question cannot be removed. This prevents accidental non-compliance with transparency regulations.

No. For regions outside of France, the field is available but not mandatory. You can edit the labels or remove the question entirely based on your business needs.

Yes. If your implementation includes at least one *_FR locale, the field is added to all implementations and catalog categories by default to ensure account-wide compliance.

No. Under the updated moderation alignment, reviews focusing on CS or SI can no longer be rejected as "irrelevant” for French sites. They must be published locally to ensure 100% transparency.

Yes. While hosted clients can manage this in the Submission Form Editor, API clients must contact support to ensure the option is correctly enabled in their custom implementation.

Yes. If you currently use a custom date question, Bazaarvoice will work with you to migrate that data into the new standardized field to maintain your review volume.

Yes. Bazaarvoice Support can enable a setting to hide reviews that lack this field.

Yes. Enabling this restriction will hide legacy reviews that do not have a date of experience recorded.

Bazaarvoice monitors system availability and performance using a combination of industry-standard tools, including CloudWatch, Datadog, and PagerDuty, alongside custom internal monitoring tools. During peak Black Friday/Cyber Monday (BFCM) periods, continuous 24/7 dedicated engineering oversight supplements our standard monitoring framework.

We monitor all core services 24/7 using automated enterprise tools. Key metrics include:

• Availability and uptime: Tracking system responsiveness across all service levels.
• Latency and response times: Ensuring optimal API and page performance.
• Error rates: Detecting and resolving system anomalies instantly.

Yes. All client systems are continuously monitored using a unified monitoring stack and standardized alerting thresholds to detect anomalies proactively.

Bazaarvoice follows an established global incident management process managed by our 24/7 Engineering Support team. Our priority is restoring service as quickly as possible, followed by thorough root-cause analysis (RCA) and post-restoration remediation.

Yes. Where applicable, our architecture includes fault tolerance, graceful degradation, failover, and disaster recovery capabilities to maintain core functionality under extreme traffic loads.

Yes. Our Support team maintains real-time updates and incident communications on status.bazaarvoice.com.

Bazaarvoice publishes standard SLA response times through the Bazaarvoice Support Community. Contact Bazaarvoice Support for specific details based on your support tier.

Bazaarvoice does not offer client-configurable timeout values. However, our systems utilize built-in resilience and throttling mechanisms to handle latency variations and protect upstream performance.

Yes. Bazaarvoice relies on Amazon Web Services (AWS) and Google Cloud Platform (GCP) for underlying cloud infrastructure and server hosting.

Bazaarvoice utilizes enterprise CDNs, primarily Cloudflare and Amazon CloudFront, to cache and deliver display content globally with ultra-low latency.

Primary downstream dependencies include core cloud providers (AWS, GCP) and global CDN networks (Cloudflare, CloudFront, Akamai).

System failover utilizes a hybrid approach. Depending on the component, failovers may be manually initiated by engineering teams, with automated failover and scaling processes taking over execution. The primary Display path and core APIs operate across multiple redundant regions and availability zones.

Core services run across multiple availability zones. While automated processes handle traffic distribution and localized zone recovery, full cross-region failover triggers are manually verified by engineering to prevent data split-brain conditions.

For critical Display path services, Bazaarvoice maintains weekly maintenance windows that do not exceed two hours and are scheduled during minimal traffic periods. These scheduled windows are excluded from uptime SLA calculations. Note that no routine maintenance is scheduled during the BFCM period.

Minor non-impacting configuration changes (such as Portal settings or administrative updates) are permitted during Soft Freeze, subject to internal review. However, no configuration changes are permitted during Hard Freeze unless required to resolve a P1 service outage.

Bazaarvoice conducts advance infrastructure scaling, doubles default API rate limits starting early November, and institutes strict code freeze controls to ensure maximum stability and zero unexpected site disruptions.

Emergency fixes during Deep Freeze require executive engineering sign-off (P1/Critical blocking issues only) and undergo rigorous sandbox testing prior to deployment.

Standard daily catalog imports will continue as normal. However, large-scale catalog restructuring or schema changes should be completed prior to the start of Code Freeze.

API limits are automatically doubled starting early November. If your traffic projections exceed this doubled limit, submit a ticket to Bazaarvoice Support at least 3 weeks prior to Black Friday.

Custom load testing requests must be coordinated with Bazaarvoice Support at least 3 weeks in advance to ensure environment availability and dedicated monitoring resources.