GlowdayPRO FAQs

July 1, 2021 Hannah Russell

General

What is GlowdayPRO?

GlowdayPRO is an all-in-one one platform for skin and aesthetics businesses

It is an all-in-one platform for accountable healthcare professionals offering aesthetic treatments and skin therapists, laser technicians & SPMU artists.

Features include:

🗓️Online booking & diary

💬Text & email reminders (no extra cost)

️🛑 Late cancel & no-show protection

📝Automated questionnaires & consent forms

🗂️Secure patient note & records

🔁 Automatic tracking of courses of treatments

✏️Treatment mapping

📨Automated pre- & post-treatment advice

📷Before & afters

💳Payments

⭐️Automated review collection & publishing

There is a 30 day free trial, followed by an affordable subscription based on the size of your business:

Up to 10 patients £10/month

11-100 patients £24/month

Over 100 is £39/month

With each additional practitioner at £15/month

You can find out more at pro.Glowday.com

Who can use GlowdayPRO?

Accountable healthcare professionals offering aesthetic treatments and skin therapists, laser technicians & SPMU artists are able to use GlowdayPRO software.

How much does GlowdayPRO cost?

There is a 30 day free trial, followed by an affordable subscription based on the size of your business:

Up to 10 patients £10/month
11-100 patients £24/month
Over 100 is £39/month

With additional practitioners at £15/month

These prices are exclusive of VAT.

You can find out more at pro.Glowday.com

How is data kept safe and secure?

Patient information is stored encrypted (using FIPS 140-2 Level 2 validating HSMs). We use SSL to ensure all patient information transmitted through the Glowday platform is encrypted and protected in transit between your device and our servers.

Patients have control of their personal and sensitive data, being able to update and edit in real time, and manage their preferences.

Patients and clients are able to enable Multi-factor authentication (MFA) which is a security mechanism designed to enhance the protection of your online account.

It adds an extra layer of security beyond the traditional username and password combination, making it significantly more difficult for unauthorised individuals to gain access to your Glowday account and the sensitive data held within it.

How do I change my email/name/phone number?

Click Account

Click Settings

You can update your name, email and phone number.

Building your Profile

How do I start the 30 day free trial?

To start your 30 day free trial, head to pro.glowday.com

Click “START YOUR FREE TRIAL”

Enter your email address and verify your email.

Choose a password and complete the registration screen.

You will then be taken to the Glowday profile builders.

Here is a video showing you how to create your Glowday profile.

Once your profile is complete, we will verify your account.

We will send you a welcome email, with your Booking Link and some tutorials, and your 30 day free trial will commence.

How do I build my profile?

To start your 30 day free trial, head to pro.glowday.com

Click “START YOUR FREE TRIAL”

Enter your email address and verify your email.

Choose a password and complete the registration screen.

You will then be taken to the Glowday profile builders. Here is a video showing you how to create your profile.

Once your profile is complete, we will verify your account.

We will send you a welcome email, with your Booking Link and some tutorials, and your 30 day free trial will commence.

How do I upload photos?

You can upload photos to both your clinic and practitioner profiles.

We recommend these are high quality images with a ratio of 4:3.

To add or update your photos:

Log in to your account
Click My Account
Click Edit Clinic / Edit Practitioner
Click the second Upload Photos section
Upload your photos
There will be an indicator to show that the photo has been successfully uploaded
Click Update

How do I add/update my treatments?

Here’s a video showing you how to add a treatment to your Glowday Booking page.

Here are the step-by-step instructions:

1.Add your treatments to your Clinic menu

Log in to your account
Click Treatments
Click Clinic Treatments
Add the relevant treatment categories from the drop down
Within each category add the relevant treatments
Amend the duration, cost and number of sessions
Click Update

2.Once you have added the treatments, you need to ensure that you have the correct forms available and assigned to them.

You can do this in the Form Library. This is where you can assign questionnaires for your patients to complete and where you can edit/create consent forms.

Remember to click Update.

3.Once you have the relevant forms in your Form Library, you need to assign them to each of the treatments you offer. The correct forms will then be available to your patients as soon as they confirm their appointment. Click Form Configuration and select the correct form for each treatment.

Remember to click Update.

3.The final step is to add these to your Booking Page. To do this:

Head back to your Dashboard
Click Treatments
Click Practitioner Treatments
Add the relevant treatments to your Practitioner menu
Remember to click Update.

How do I add a course of treatments?

Here’s a video showing you how to add a course of treatments on GlowdayPRO.

It’s easy to add a course of treatments to your treatment menu. The platform will track how many sessions have been redeemed and how many remain. It also makes it easy for patients to book remaining sessions from their account area.

I can’t find a treatment on the list?

If you offer a treatment that isn’t in the list, please email support@glowday.com with

Name of the treatment
A short description
Duration
Cost

Why do I need to add my qualifications/insurance details/statutory body registration?

We verify the profession and qualifications of all practitioners who administer injectable treatments on Glowday. We do this using evidence of your profession, qualifications, training, insurance and an active registration with an appropriate statutory body.

How do I add multiple locations?

Here’s a video showing you how to add a new location to your GlowdayPRO account.

Step 1: Add the location

Head to Clinic Account

Click Edit Clinic

Add a new location by filling out the boxes

Click UPDATE

Step 2: Assigning practitioners to the new location

Click on the final section - Team

Find the Practitioner you would like to add to the location & click Edit

Click to Edit their locations

Tick which locations you would like them to work at

Click SAVE

Close the pop-up

Click SAVE at the bottom of the page

Step 3: Setting your Opening Hours at the new location

Return to your dashboard

Click Availability

Click Opening Hours

Set the opening hours you are available at the new location

Click UPDATE

Step 4: Adding/amending your treatments

Return to your dashboard

Click on Treatments

To add a treatment to the location, click the green + associated with that treatment

You can amend the price at each location

Scroll to the bottom of the page and click UPDATE

To check the location has been added correctly, return to your dashboard, click My Account and click View Practitioner.

Why do I need to connect to Stripe?

You will need to connect your chosen bank account to Stripe so you’re able to take payments via the platform.

Even if you decide not to take payments for treatments via Glowday, to take late cancel or no show payments, you will need to connect to Stripe.

How do I add another practitioner or a Front of House?

Here’s a video showing you how to add another practitioner to your Glowday account.

Click My Account

Click Manage Team

Add their name, email address and select the role of the invitee

Click Invite

They will receive an email inviting them to create their account and profile linked to your Glowday clinic account.

Can I charge a deposit?

There is no ability to charge a deposit, instead you set your late cancellation and no show fees.

These can be a set amount, or a proportion of the treatment value.

When appointments are confirmed by clients, they add their card details. No money is debited at point of booking, instead, where late cancellations or no shows occur, the fee amount is debited from the patient's card and paid into your bank account within 2 days.

How do I set my late cancellation/no show fees?

You can set your late cancellation or no show fee as a flat fee or as a percentage of the treatment value.

Here’s a video showing you how to set your late cancellation and no show fees.

How do I upload my patient list?

Here’s a video showing you how to upload your patient list to your GlowdayPRO Patient Directory.

If you’re struggling to upload your patient list into your directory, here are a few things to check:

Is there any missing data? Each row of data needs to be complete, with a name, surname, email and phone number. Ensure all rows are complete.
Do you have any landlines? Phone numbers must be mobile phone numbers.
Do all phone numbers start with a 0? If, when you save your spreadsheet as a CSV, it keeps removing the 0, change the format of the phone number column to TEXT. This will allow you to keep the phone number in the correct format.
Does your CSV have a Header/Title? Ensure your CSV file does not have a Header/Title. Some spreadsheet software automatically adds a Header/Title. Make sure, when you save your CSV, there is no additional heading or title.

Bookings & Records

How do I find a patient record?

You can find a patient record by logging in and using the search bar at the top of the dashboard.

You can search by patient name or booking reference.

What’s the Patient Directory?

The Patient Directory is a list of all your patients.

From here you’re able to see their name, contact details, their log in method (if they have a Glowday account) and you’re able to download a CSV of your directory.

You can also click on each patient and open their Patient Record and view their details, their bookings, their patient notes and any booking related emails that have been sent.

How do I delete a patient/patient record?

Due to insurance purposes, you’re not able to delete a patient record.

If you have a patient who has moved away, or you have disengaged, and no longer want them to be an “active patient”, you can open their Patient Card and uncheck the Active Patient box.

This makes the patient “inactive”. When patients are inactive, they cannot be added to bookings, nor do they count towards your subscription amount.

If an inactive patient books with you again, and has another treatment, they will become Active once more.

My patient hasn't confirmed their appointment, what can I do?

This depends on whether you wish to be protected from late cancellations and no shows.

Any booking a patient makes themselves, via your booking link, is automatically confirmed. These bookings are GOLD. They add their card details to the booking and confirm it as part of that booking process.

Where a practitioner adds a booking to their diary, this is a pending booking. These bookings are PINK. The patient gets an email and a text message inviting them to confirm their booking.

If you want the platform to protect you from late cancellations and no shows, you want your patients to receive appointment reminders, and you want the option of taking payment via the platform at the end of the treatment, they must confirm their appointment.

Here are some options where patients don’t confirm their appointments:

Do nothing. If you’re not concerned about the patient late cancelling or not turning up, you may choose to leave the pink, unconfirmed booking in your diary.
Re-send the “Confirm your booking” email and text. You can do this by opening the booking in the diary and clicking “RESEND REMINDER”.
Cancel unconfirmed bookings from your diaries a few days prior to the appointment. This frees up the space within the diary. Share your link with the patient to book in if they still require the appointment. This protects you from late cancellations and no shows.

My patient doesn’t want to add their card details - what happens now?

Firstly, reassure them that their card details are stored by Stripe (not you, and not Glowday). Stripe is the largest payment platform in the world and if they use Amazon, Deliveroo and many other online businesses, their card details are likely already stored in Stripe.

Secondly, when appointments are confirmed by clients, they add their card details. No money is debited at point of booking, instead, where late cancellations or no shows occur, the fee amount is debited from the patient's card.

If they don’t wish to add their card details, you’re not protected from late cancellations or no shows. So it is up to you to decide whether you’re happy for them to continue without confirming their appointment, as it’s you who isn’t protected should they late cancel or no show.

Where a practitioner adds a booking to their diary, this is a pending booking. These bookings are PINK. The patient gets an email and a text message inviting them to confirm their booking.

Here are some options where patients don’t confirm their appointments:

Do nothing. If you’re not concerned about the patient late cancelling or not turning up, you may choose to leave the pink, unconfirmed booking, in your diary.
Re-send the “Confirm your booking” email and text. You can do this by opening the booking in the diary and clicking “RESEND REMINDER”.
Cancel unconfirmed bookings from your diaries a few days prior to the appointment. This frees up the space within the diary. Share your link with the patient to book in if they still require the appointment. This protects you from late cancel and no shows.

How do I send forms to the patient?

You don’t need to send forms.

When a patient books in, they create a secure account that houses their bookings and questionnaires.

Here’s a video showing you how this is done.

They have access to these from the point of creating a booking. Following their appointment, signed and dated copies of their completed forms are available to them to view in their secure Glowday account.

If they want to edit or check their forms after they’ve signed them, they can log in to their Glowday account at Glowday.com.

How do my patients book in?

Your patients can book in via your Branded Booking link on mobile, tablet, or any computer.

Here’s a video showing you how this is done.

They click your booking link.

Select a treatment, time and date.

Create or log in to their secure Glowday account (using email, Facebook or Google).

Immediately they are taken to complete their forms.

If they need to amend their forms at any time, they can head to your link, log in to their account and update their information.

What are Related Bookings?

Related bookings allows you link up related bookings. For example, you may wish to link up a course of treatments, or a consultation, treatment appointment and review appointment.

By adding related appointments to the Related Bookings section, you can easily click the booking and navigate straight to that record. This makes it easy for you to add in additional notes, files and after images.

Here’s a short video explaining what related bookings are.

Communications

How do I know what is sent to my patient when they book?

If you’re interested in finding out how Glowday works for your clients, it’s worth booking yourself in as a test booking.

Text and emails are automated. Here is a summary of the communications that are built into the platform:

Emails:

- invitation to confirm their appointment when a booking is added to a GlowdayPRO diary

- cancellation/reschedule information is sent to the patient when bookings are cancelled/rescheduled

- confirmed appointment with appointment details, your contact details + link to forms/patient account area + pre-treatment information (that has been configured) + cancellation and no-show policy

- reminder email sent 72 hours before the appointment with appointment details, your contact details + link to forms/patient account area + cancellation and no-show policy

- receipt email with the treatment, amount paid, additional notes you've added and post-treatment advice

SMS:

- invitation to confirm their appointment when a booking is added to a GlowdayPRO diary

- cancellation / reschedule SMS

- appointment confirmation SMS

Here’s how to view a record of the emails sent relating to bookings.

How do I know if an appointment has been confirmed?

Here’s a video showing you how to check if an appointment has been confirmed.

Confirmed bookings are GOLD. All bookings that patients make themselves, via your booking link, are automatically confirmed.

Bookings you add to your diary are pending bookings. These bookings are PINK. The patient gets an email and a text message inviting them to confirm their booking. The booking is confirmed when the patient adds card details to the booking and accepts the Ts & Cs of the booking.

Can I resend a reminder?

If a booking hasn’t been confirmed, you are able to open the appointment and re-send the “confirm your booking” email and SMS.

Here’s a video showing you how to resend reminders.

How can I check if they’ve done their forms?

Open the appointment - if there is a RESEND button below the booking information, the booking has either not been confirmed, or the forms have not been completed.

You can also click on the middle FORMS tab of the booking. If the questionnaires are GREEN, they have been completed and signed. If they are GREY, they haven’t been completed and signed.

Here’s a video showing you how to check if an appointment has been confirmed and if forms have been completed and signed.

How do I send pre- and post-treatment information to my patients?

Pre-treatment and post-treatment information is automatically sent in the confirmation email and post-treatment receipt email.

Appropriate information can be added in the Patient Communication section of your Glowday dashboard.

Here’s a video showing you how to add pre-treatment and post-treatment information.

How can I check if my patient has read an email?

You can check the status of any booking related email in the Patient Record.

Here’s how to view a record of the emails sent relating to bookings.

Search the name of the patient.

Open the relevant patient record.

Click on the final tab - Communications.

This will show a list of all booking related emails sent to the patient.

In this section you can view the status of the email, the number of times it was opened and whether any links were clicked. You’re also able to view a copy of the email.

What emails and text messages are sent for each booking?

Text and emails are automated. Here is a summary of the communications that are built into the platform:

Emails:

- invitation to confirm their appointment when a booking is added to a GlowdayPRO diary

- cancellation/reschedule information is sent to the patient when bookings are cancelled/rescheduled

- confirmed appointment with appointment details, your contact details + link to forms/patient account area + pre-treatment information (that has been configured) + cancellation and no-show policy

- reminder email sent 72 hours before the appointment with appointment details, your contact details + link to forms/patient account area + cancellation and no-show policy

- receipt email with the treatment, amount paid, additional notes you've added and post-treatment advice

Here’s how to view a record of the emails sent relating to bookings.

SMS:

- invitation to confirm their appointment when a booking is added to a GlowdayPRO diary

- cancellation / reschedule SMS

- appointment confirmation SMS

Payments

How do online payments work via GlowdayPRO?

When patients book via your booking link, or confirm an appointment you add to your diary, they add their card details to the booking and confirm it as part of that booking process.

Their card is stored by Stripe (not you, and not Glowday). Stripe is the largest payment platform in the world and if they use Amazon, Deliveroo and many other online businesses, their card details are likely already stored in Stripe.

No money is debited at point of booking, instead, where late cancellations or no shows occur, the fee amount is debited from the patient's card when you mark them as a no show or a late cancellation.

If you conduct the treatment and take payment by clicking the green GLOWDAY TAKE PAYMENT button, the funds are taken from the patient's linked card and are moved into your Stripe account. 2 days later, these are paid out into your bank account.

Do I have to take payment via GlowdayPRO?

No, you can take payments via the platform, or offline (card, cash, bank transfer).

How much does it cost to take payment via GlowdayPRO?

Transaction fees are 1.69% + 20p

How long does it take for payments to reach my bank account?

There are 2 day payout terms. So the funds should be in your bank account, minus any charges, in 2 working days.

How do I take late cancel or no show payments?

If a patient cancels their appointment late, or no shows, you can implement your late cancellation and no show policy.

If a patient cancels via their account area within the 48hr late cancellation period, they will automatically be charged the late cancel fee you have set.

Here’s a video showing you how to take a late cancellation or no show payment.

How do I apply a discount?

Here’s a video showing you how to apply a discount.

Once you have completed the Treatment Record, you can add any additional items, and apply a discount by typing in the amount.

Questionnaires & Consent Forms

How do forms get sent?

You don’t need to send forms.

When a patient books in, they create a secure account that houses their bookings and questionnaires.

Here’s how patients can complete and sign their forms when they book in. They can also head to Glowday.com and log in at any time to complete/update their forms.

Can patients sign consent forms remotely?

Questionnaires can be completed and signed remotely, ahead to the appointment, in the secure Glowday account. Consent forms can be viewed, but not signed ahead of the appointment.

Here’s how patients can complete and sign their forms when they book in. They can also head to Glowday.com and log in at any time to complete/update their forms.

Consent forms can be signed, in clinic, following the face-to-face consultation and ahead of treatment.

Following the appointment, copies of any forms and questionnaires signed within the platform are made available in the secure Glowday account area.

Can patients change/update their answers before the appointment?

Responses in questionnaires can be updated at any time ahead of the appointment and during the consultation.

Patients can head to Glowday.com and log in. Here they will find their appointment details and be able to update and sign their forms.

If the patient needs to update their forms in clinic, click the PENCIL icon at the top right hand corner of the form to edit the answers.

Account Area

How do I log in?

If you’re a practitioner:

head to Glowday.com OR
Head to pro.glowday.com OR
click LOG IN on your booking page

Enter the email address and password you registered with.

Click Sign In

If you’re a patient/client:

head to Glowday.com OR
click LOG IN on your practitioners booking page

If you previously logged in with Google or Facebook, just click the appropriate button. You do not need to add your email address.

If you previously logged in with an email address, ensure you use the same email address each time.

It’s important that you log in using the same method/log in details each time, otherwise you will create duplicate accounts.

What is the Glowday Patient Account?

The Glowday Patient Account is a secure account that contains a patient’s booking details and forms.

It enables patients to:

- book, cancel and reschedule appointments

- view historic bookings and forms

- view receipts

- complete, check and sign questionnaires

- update contact details

Head to Glowday.com and click Log In

How do I reschedule/cancel my appointment?

You can reschedule your appointment up to 48 hours before your appointment by logging into your Glowday account at Glowday.com and click CANCEL.

You can cancel your appointment by logging into your Glowday account at Glowday.com and click RESCHEDULE. You will then be able to view your practitioners availability, where you will be able to choose a new appointment time.

How do I fill in my forms?

You will have access to your forms in your Glowday account area as soon as you confirm your appointment.

You can find them by logging in to your account at Glowday.com or by clicking the FILL IN YOUR FORMS button in the email you received after booking your appointment.

My patient doesn’t have an account - how do they get one?

Your patient will create their account the first time they book in or confirm their first appointment with you. They simply just follow the steps on their phone/tablet/laptop screen when they are booking in.

They can create their account using an existing Google or Facebook account, or they can create an email account.

If your patient is an offline patient - here’s a video showing you how to invite your patient to create an account. You can invite them to create an account by heading to their Patient Record Card and clicking the green INVITE button. They get sent an email inviting them to create a Glowday account.

Treatment Record

How do I conduct a consultation?

Here’s a video showing you how to conduct a consultation and complete a treatment record in GlowdayPRO

My patient needs a different treatment to the one they booked, what do I do?

Here’s a video showing you how to conduct a consultation and amend the treatment the patient has booked in for.

How does my patient sign the consent forms?

Here’s a video showing you how to conduct a consultation and lock your device, get your patient to check and sign forms, and complete a treatment record in GlowdayPRO.

My patient needs to change some of their answers in the questionnaire, how do they do that?

Responses in questionnaires can be updated at any time ahead of the appointment and during the consultation.

Patients can head to Glowday.com and log in. Here they will find their appointment details and be able to update and sign their forms.

If the patient needs to update their forms in clinic, click the PENCIL icon at the top right hand corner of the form to edit the answers.

What is the PIN for?

Prior to handing your device to your patient for them to sign their consent form, you are required to add a PIN. You decide what this PIN is, it needs to be at least 3 digits.

When you enter the PIN, your patient is restricted to only being able to view their own personal and sensitive data. They do not have access to other patients' data within your GlowdayPRO account.

You enter the PIN prior to handing the device to your patient and re-enter the same PIN to unlock the device when your patient hands it back to you.

Help…I’ve forgotten my PIN!?

If you’ve forgotten your PIN, log out and log back in.

How do I add treatment notes?

Once you have completed the Consultation, and have completed the forms section, you must click PROCEED TO TREATMENT.

You will then be able to add notes (treatment notes, product information etc) to the NOTES section in the Treatment Record.

These notes are saved, time and date stamped, with the logged in Practitioner Name. We stored these encrypted for security purposes.

Patients do not have access to any notes you write within the NOTES section.

How do I do a treatment markup on GlowdayPRO?

GlowdayPRO markup is best done using a tablet and a stylus, here’s a video showing you how.

The markup feature can also be used without a stylus, here’s a video showing you how it works.

Markup is not available on mobile devices.

What is the secure file upload for?

Practitioners use the secure file upload for:

Prescriptions
Screenshots of conversations with patients via email/other
Photos for consultation purposes
Photos of product stickers/lot numbers/expiry dates
Handwritten notes relevant to the patient/booking

Essentially, anything that needs to be added/documented within the patient record.

How do I upload before and after photos?

Within the Treatment Record Card and all tabs that follow, you are able to upload before and after photos into the Treatment Record.

You can take photos directly into the platform or you can upload photos from a camera roll/file.

Click the + and choose the source of the photo. Then either take the photo or upload the file.

There will be a green indicator in the top right hand corner of the photo, to show you when the photo has been successfully uploaded.

How do I take payment?

You can take payments in a variety of ways.

You can take payment via Glowday (GREEN - GLOWDAY TAKE PAYMENT) - This takes the payment from the card uploaded when the patient confirmed their appointment.
You can take payment offline (PINK - OFFLINE CARD / OFFLINE CASH) - No money is taken via Glowday. You must take payment outside of the platform if you click a pink payment button
If you have a GlowdayPAY card reader, you will also have a GREEN - GLOWDAY PAY IN APP) - you can take a payment via card/Apple pay/Google pay in clinic using the GlowdayPAY card reader.

Here’s a video showing you how to complete a treatment record and take a payment via Glowday.

How do I take payment with the GlowdayPAY card reader?

You can take payments for treatments linked to a Treatment Record, or take ad hoc payments for treatments/products.

Here’s a video showing you how to take payments using the GlowdayPAY card reader.

How do I book a review appointment?

Here’s a video showing you how to book a review appointment for a patient.

Simply open a booking card, add the patients details and tick the circle next to “Is this a review appointment?”

You can then give the review appointment a title, and book the patient in.

What are related bookings for?

Related bookings allows you link up related bookings. For example, you may wish to link up a course of treatments, or a consultation, treatment appointment and review appointment.

Here’s a short video explaining what related bookings are.

How do I update the Patient Summary?

Here’s a video showing you how to update the Patient Summary.

Search for, and open, a Patient Record Card.

Click the EDIT button in the top right hand corner.

You can add the patient's date of birth, their address and any notes to the Additional Patient Notes section.

This summary appears across all of that patient's appointments.

Reviews

How do Glowday reviews work?

Glowday reviews are invite only. Here’s how Glowday reviews work:

1) You complete the treatment / course of treatments AND take payment via Glowday

2) The following day your patient is sent an email with the subject line "Please review <Practitioner name>”

3) If they don't complete a review, reminder emails are sent 7 & 14 days later

4) To leave the review, they open the email, select the star rating & type in their review within the email and submit their review

5) the review is automatically published to your booking page

⭐️ We can't resend review requests

⭐️ Where there's a course of treatments the review invite is sent once that's finished

⭐️ Review invites ARE sent - before you ask me to check, get your patients to check their junk and their deleted folder. EVERYTIME I check they’ve been sent, they have.

⭐️ If they've not left you a review after 3 email invites, sending another email invite is not going to prompt them to write a review!

Can I upload my own reviews?

No, Glowday reviews are invite only. Only patients who have had treatments completed and paid for within the Glowday platform are invited to leave reviews.

You’re not able to upload existing reviews from other platforms, as we are unable to verify their authenticity.

My patient says they haven’t got the review email…

If you have completed the treatment / course of treatments AND taken payment via Glowday, a review invite will have been sent to the patients email address in their Patient Record Card.

It may be that they have previously marked an email from our domain as spam, which will either prevent future emails from being sent to them, or will filter emails from our domain into their spam/junk folder.

Ask them to search “Glowday review” in all inboxes.

How are reviews published?

Reviews are published automatically, once they have been through a profanity filter. It usually takes a few hours from the point of being submitted to being published.