Product reviews
Product reviews let customers rate your products and comment on them, and show those reviews to other shoppers. From Customers > Reviews you turn reviews on, decide which ones appear in your store, reply to them, and import or export reviews.
Staff members need the permission to view questions and ratings to open this page, and the permission to manage them to publish, reply, delete, import, export or turn reviews on and off.
Turn on product reviews
When reviews are off, the page shows an empty state with an Enable now button.
Go to Customers > Reviews.
Select Enable now.
Customers can then rate your products and leave reviews in your store:
A customer can review a product once their order is completed, and again after each new order of it, so every review reflects a real purchase.
Customers can attach photos to their review, and can choose to post it without showing their name.
A new review appears on the product page only after you publish it, unless auto-approve publishes it for you.
Reviews list
The tabs filter the list:
| Tab | What it shows |
|---|---|
| All | Every review. |
| Published | Reviews that appear in your store. |
| Hidden | Reviews that do not appear in your store. |
| Edited | Reviews the customer changed after posting. The new version waits for you to publish it. |
The table shows these columns:
| Column | What it shows |
|---|---|
| Comment | The review text. |
| Customer name | The customer who wrote it. Select the name to open their details in a new tab. |
| Product | The reviewed product. Select it to open the product in a new tab. |
| Rating | The rating the customer gave, out of 5. |
| Status | Published, Hidden or Edited. |
| Created date / Updated date | When the review was written and last changed. |
Type in the Search box to find reviews. Select Order results to sort by Created date or Updated date. Select Filters to show reviews written in a date range; filtering by date depends on your plan.
Publish or hide a review
Each row shows its two main actions, Publish or Unpublish and Answer (or Edit), next to the ⋮ button.
To show a hidden review in your store, select Publish on its row.
To hide a published review without deleting it, select Unpublish. Use it for a review you don't want shown on the product page.
For a review in the Edited tab, select Publish to approve the customer's changes.
Reply to a review
Select Answer on the review's row. If the review already has a reply, the button reads Edit.
The dialog shows the review's rating, the customer's name, the comment and any photos the customer attached. Write your reply in the Answer field; the emoji button adds emojis.
Optionally, attach up to three images under Attachments, by selecting Browse or dragging them into the box. Each image must be a GIF, JPG or PNG file of up to 1.95 MB and up to 1000 × 1000 pixels.
Select Edit to save the reply.
Saving a reply also publishes the review, and your reply appears with it in your store. Only reviews with a comment can be answered.
View or remove a reply
Select ⋮ on a review's row to open Actions, which lists every action for that review: Publish or Unpublish, Answer, View and Delete, and Remove answer when the review has a reply.
Select View to read the review and its reply.
To delete your reply, select Remove answer in Actions or in the review dialog, and confirm.
Delete a review
Select Delete on the review's row, or in Actions (⋮) when the row has more actions, and confirm. The review no longer appears in your store or in this list.
Publish or hide every review
At the top of the page:
Select Publish all and confirm to publish every review on your product pages at once.
Open the More menu (⋮), select Disable all and confirm to hide every review. Hidden reviews are not deleted, and you can publish them again later.
Sample data from a demo store.
Publishing or hiding all reviews at once depends on your plan.
Import reviews
Use import to bring reviews from another platform into your store.
Open the More menu (⋮) and select Import.
Under Download template, select Download to get the Excel template, and fill in your reviews.
Under Upload file, select Upload and choose your file. The dialog accepts
.xlsxand.csvfiles.Select Import.
The dialog shows Importing reviews is in progress until the import ends. When some rows fail, it lists each failed row with the reason, so you can fix them and import them again.
Export reviews
Open the More menu (⋮) and select Export. The export runs in the background, and the dashboard takes you to Export requests to download the file when it is ready.
Review notifications
Select Settings at the top of the page to open Product review notification settings. There you:
Ask customers to review their order by SMS, email or WhatsApp, a number of hours after the order is completed. Each customer gets the request in the language they ordered in.
Publish reviews automatically when they reach a minimum rating.
Set how long customers can edit their reviews.
Get an email at your store's email address when a review arrives.
See questions and reviews notifications for each setting.
Turn off product reviews
Open the More menu (⋮) and select Deactivate product reviews.
Confirm.
When you deactivate product reviews, every review is removed from your store and customers cannot add new ones. The reviews come back when you turn reviews on again.
Related
Still need help?
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