Question and review notifications
Two settings pages control the notifications about product questions and product reviews:
Product question notifications decides who is emailed when a customer asks a question and when you reply.
Product review notifications decides how reviews are published, whether you are emailed about new reviews, and how customers are asked to review their order.
Open them from Settings > Communications > Product question notifications and Product review notifications. The WhatsApp page also opens the review page: in Message automations, click View on Product review request. To answer questions and moderate reviews, see Questions and Reviews.
Both pages need the permission to manage questions and ratings. Their options also need a plan that includes automatic question and review messages; on other plans the switches are locked with an upgrade icon, and Save shows the upgrade options.
Set up product question notifications
The page Product question notification settings has two switches.
| Setting | What it does |
|---|---|
| Automatic customer notification | Emails the customer automatically after you reply to their question |
| Automatic merchant notification | Emails you automatically when a customer submits a new question |
Go to Settings > Communications > Product question notifications.
Turn on the notifications you want.
Click Save.
To see what customers receive, click Example of how it appears on your site. under the customer notification. It opens Preview of the customer email.
Choose who receives new question emails
When Automatic merchant notification is on, the page shows Notifications will be sent to the following email. and the address in use. Until you choose another one, it is the email of the account you are signed in with.
Click Change email.
In Change recipient email for notifications, choose a team member in member.
Click Save in the dialog, then Save at the top of the page.
If the person is not on your team yet, click Create new member to go to Team and add them first.
Set up product review notifications
The page Product review notification settings has two cards. Make your changes, then click Save at the top of the page.
Customer reviews auto-approve and settings
| Setting | What it does |
|---|---|
| Notify me by email when customer reviews are received | Emails your store email address each time a customer leaves a review |
| Auto-approve for customers reviews | Publishes reviews without waiting for your approval when they meet the Minimum rating you choose, from 1 Star to 5 Stars (3 by default) |
| Ability for the customers to edit their review | Lets customers edit a review after submitting it, for the Duration you choose, from 1 to 14 days (3 days by default) |
Ask customers to review their order
The card Notify customers by sends customers a review request after their order is completed. Select one or more channels: SMS, Email and WhatsApp. For each selected channel:
Enter how many hours after the order is completed the request is sent, in After (Hours).
Write the message in Arabic, English or both. SMS and email need text in at least one language.
Click a Suggested values item to insert Store Name, Order ID, Order URL or Customer Name into the text.
Click Preview to check the message.
Each customer receives the request in the language they used when they placed the order, when you wrote the message in that language.
SMS and email requests start sending as soon as you save. A WhatsApp request goes to Meta when you click Save at the top of the page, and is sent only after Meta approves it; its status in Zid follows Meta's review: approved, rejected or under review.
The review request email lists each product in the order with stars to rate and a button to rate now, plus a link to copy if the button doesn't work:
| Channel | Fields and limits |
|---|---|
| SMS | Message per language, up to 160 characters. The channel also shows your SMS Sender name with its status and your Sms balance |
| Email title per language, up to 40 characters, and Email text per language, up to 160 characters | |
| A message per store language in the WhatsApp editor, up to 1,024 characters, prefilled with a suggested text. Shows your WhatsApp display name, points balance and daily limit |
The WhatsApp channel needs the Zid WhatsApp service to be active; until then its checkbox is disabled. Each WhatsApp message shows its review status, because WhatsApp reviews messages before they are sent. See WhatsApp.
SMS review requests are sent from your SMS sender name and use the same Sms balance as your order status messages. See Send order updates by SMS and Custom SMS sender name.
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