Repwellco client onboarding

New client intake

Welcome aboard! This form takes about 10 minutes. It tells us how your brand sounds and what we are allowed to say on your behalf, so every reply feels like you and never promises anything you would not. There are no wrong answers. A sentence or two for each is plenty.

Client details

Your name *

Brand name *

Part 1: How your brand sounds

Tell us what a reply should feel like when a customer reads it.

1. In a few words, how would you describe your brand's voice to a customer? *For example: warm and casual, polished and professional, or playful and direct.

2. How formal should replies feel? *

RelaxedBalancedProfessionalFormal

3. How warm versus matter-of-fact? *

Very warmWarmBalancedReserved

4. How should replies be signed off? *For example: The [Brand] Team, Priya at [Brand], or first name only.

5. Should we address reviewers by their first name when it is shown? *

YesNo

6. Emojis in replies *

Yes, freelySparinglyNever

7. Any words or phrases you love and want us to use? *Enter None if there are no specific phrases.

8. Any words or phrases to avoid? *Examples include corporate clichés, naming competitors, or words such as unfortunately.

9. Paste one reply, yours or any brand's, that sounds right to you. Or describe what a good reply sounds like. *This is the most useful answer you can give us.

Part 2: What we can say on your behalf

Share the policies and limits we must follow in public replies.

10. Refunds: what is your policy, and within how many days? *Include important exceptions or enter None.

11. Replacements or exchanges: when do you offer them? *Include important exceptions or enter None.

12. Returns: what is the process, and who pays return shipping? *Include any deadlines and eligibility rules.

13. Shipping and delivery: what are your typical timelines and carriers? *This helps us respond accurately to delay complaints.

14. When a customer's issue needs your team, where or to whom should we point them or escalate? *For example: a support email, team member, or escalation channel.

15. In a public reply, what are we allowed to offer directly? *For example: an apology, free replacement, tracking, or escalation to your inbox.

16. What must we never promise in a reply? *For example: refunds beyond policy, compensation, discounts, or admitting fault or liability.

17. Anything unusual we should know? *For example: non-returnable hygiene items, subscription rules, or region-specific policies. Enter None if not applicable.

Part 3: How we will work together

Set the posting, approval, and contact process.

18. How would you prefer replies to be posted? *

Add Repwellco as a Trustpilot Business user to post approved repliesSend approved drafts for our team to post

19. Who signs drafts off, and is there anyone to copy? *Include names, roles, and email addresses where useful.

20. Best email for day-to-day contact *

Leave this field empty

I agree that Repwellco may store these answers to provide review-management services for my brand. * Submit client intake

Your answers are used to deliver Repwellco services for your brand. Required fields are marked with an asterisk.