Product Reviews
Product Reviews — View and respond to customer reviews
Friendly, plain-English guide for claimed shop owners and managers.
What this section does
Here you can see what customers are saying about your products and reply to them directly from your shop dashboard. Use it to monitor new feedback, thank happy customers, and resolve issues quickly so future shoppers see a better experience.
Key features:
List of all product reviews for your shop.
Quick view of new reviews (last 24 hours).
Filters (by product, rating) and sorting to find reviews fast.
Read full review details and see the related product and reviewer (if available).
Post an owner/manager response (up to 1,000 characters).
If the reviewer provided an email, your reply is emailed to them as a PDF receipt of the response.
Only shop owners/managers who have an active claim on the shop can reply.
Where to find it
Dashboard → Operations → Product Reviews (or “Reviews & Responses”).
How to use it — step by step
1. Browse the list
The main screen shows recent reviews with product, rating, reviewer (if provided) and the review text.
New reviews (posted in the last 24 hours) are highlighted so you can respond quickly.
2. Filter & sort
Filter by product or rating to focus on specific items.
Sort by newest, oldest, highest/lowest rating, etc.
Change how many reviews show per page to suit your workflow.
3. Open a review
Click a review to see full details: product, reviewer profile (if available), review text, date/time, and any existing responses.
4. Write a response
Enter your reply (up to 1,000 characters).
Be polite, concise and offer a clear next step when needed (refund, replacement, contact support).
Submit the response — it will be saved to the review record.
5. Email notification
If the reviewer has an email on file, the system will attempt to email them your response (a PDF is attached).
If there’s no email, your response is still saved but no email is sent. The UI will warn you if the reviewer email is missing.
Who can respond
Only users who have claimed the shop (active claim and valid plan) are allowed to post responses. If you don’t see the reply option, check your shop claim status or contact the shop owner.
What to write — suggested reply templates
Positive review (thank you)
Short:
Hi [Name], thanks so much for your kind words — we’re glad you liked [Product]. We’d love to see you again!
Longer:
Hi [Name], thank you! We're thrilled [Product] worked well for you. If you ever need help with sizing, replacement parts or recommendations, reply to this email or call us at [phone].
Neutral review (clarify + help)
Hi [Name], thanks for the feedback — we’re sorry to hear [issue summary]. Could you share your order number or the best email to reach you? We’ll make this right: replacement/refund or help with troubleshooting.
Negative review (calm + resolve)
Short:
Hi [Name], we’re sorry this happened. Please email [email protected] or reply here with your order number and we’ll fix it (refund/replace) right away.
Longer:
Hi [Name], we’re really sorry your experience wasn’t great. We take this seriously. Please reply with the order number or contact [phone/email] so we can investigate and arrange a refund or replacement. Thank you for bringing this to our attention.
Policy/abusive review (don’t escalate publicly)
Hi, thank you for your feedback. We’re unable to address abusive content publicly. If you want to resolve an issue, please contact us at [email/phone] and we’ll help you.
If a review is clearly abusive or violates terms, flag it for moderation rather than engaging publicly.
Best practices & etiquette
Respond quickly to negative reviews — customers value fast resolution. New reviews section helps you catch these early.
Acknowledge, then fix. Start with a short apology or acknowledgment, then present the next step (refund, replacement, troubleshooting).
Take complex issues offline. Ask the customer to email or call and don’t post private information in public replies.
Be professional and factual. Don’t get defensive — it reflects on your business.
Follow up after resolution to encourage editing of the review or a positive update from the customer.
Keep records. Replies are saved in your system for audit and customer follow-up.
What the system does in the background (so you know what to expect)
When you save a response, it’s stored with the review record.
If the reviewer has an email, the system tries to generate a small PDF containing the original review and your response and sends it to the reviewer as an attachment.
If the email or PDF sending fails, you’ll receive an alert and the response remains saved.
All response attempts are logged for troubleshooting.
Limitations & troubleshooting
No reviewer email → no notification: If the reviewer didn’t give an email, your reply will be saved but cannot be emailed. Add a comment in the product notes or reach out via other channels if you can match the order.
PDF/email failures: If email sending fails, check your shop’s email configuration or contact support. The UI will show whether the notification was sent or failed.
Missing product record: Occasionally a review might point to a product that has been deleted — you can still respond, but double-check which SKU the review refers to.
Permission errors: If you can’t respond, confirm you are an active claimed owner/manager of the shop.
If anything doesn’t work as expected, note the review ID and the time, then contact support with that information.
Quick UI/help text for the Reviews page
View recent reviews for your products. Filter by product or rating. Click a review to read details and post a reply. Replies are saved and will be emailed to the reviewer if their email is available.When to escalate or take internal action
Repeated negative reviews about the same product → investigate quality or supplier issues; consider pulling the product.
Safety or legal complaints → escalate to management and legal immediately.
Abusive or fraudulent reviews → flag for moderation and avoid public arguments.
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