Moderation and replies
Decide who can write reviews and which ones show on your store, then reply to reviews and answer product questions.
Who can write a review
In Rules & Rewards › Who can write reviews:
- Anyone can write a review (buyers get a Verified buyer badge). Shoppers write from the product page with no login needed.
- Only buyers can write a review (guests confirm by email). Everyone else is told that only buyers can review.
Customers who use the link in their request email, and logged-in customers who bought the product, get the Verified buyer badge right away. Shoppers who are not logged in but whose email matches an order get it after clicking the link in the "Confirm your review" email. Nobody gets the badge by typing someone else's email.
In Settings › Notifications, Unverified review check asks reviewers who are not verified buyers to confirm their email; their review stays pending until they do.
Publishing rules
How new reviews are published (Rules & Rewards › Publishing):
- I approve every review
- Publish verified buyers automatically
- Publish verified buyers with 4 or 5 stars automatically
- Publish all reviews automatically
Reviews that are not published automatically wait in Reviews as Pending. The same section has Require a review title, Let customers edit their review and Ask for consent to use the review (a required checkbox with your own text).
Publish, hide and feature
- In Reviews, the Published switch on each review publishes or unpublishes it.
- Select several reviews to Publish, Hide, Move to pending or Delete them at once. Deleting needs Confirm delete and removes the review and its photos for good.
- Filter by status (Pending, Published, Hidden), rating, source (verified purchase, not a verified purchase, pending confirmation, imported) and With photos only, or search by text, name, email or product.
- On a review's page, Feature marks it as featured. Featured reviews come first in the Most relevant order, and the Reviews carousel can show only featured reviews.
Reply to a review
Write your reply on the review card or the review page and pick Who sees it:
| Option | What happens |
|---|---|
| Everyone (shown under the review) | Public reply on your store. The reviewer is emailed when "Reply posted" is on in Settings. |
| Only the customer (private reply by email) | Emailed to the customer only. Not shown on your store. |
| Only me (internal note) | Only you see it. Nothing is sent. |
Product questions
Shoppers ask questions in the Questions tab of the Product reviews block. Open Questions to answer them:
- Filter by Unanswered or search by question, name, email or product.
- Write Your answer. Tick Publish the question with this answer to show it on your store.
- Add more answers with Add another answer, or hide and delete answers and questions.
A question shows on your store once it is published and has a published answer. The asker gets an email when the first answer is published (Settings: Answer posted).
Notifications for you
In Settings › Notifications, turn on Email me about new reviews and questions and list up to 5 addresses. Leave it empty to use your store email.