Moderate reviews and answer customer requests

The Customers group in the sidebar holds two inboxes: Reviews, for what customers write about your products, and Requests, for contact-form messages and the calls and WhatsApp messages you log. Both are open to Owner, Admin, Manager and Staff by default.

Set up reviews#

• Accept product reviews: turns reviews on for your store.
• Approve reviews before they appear: new reviews wait on the Reviews page until you approve them.
• Only verified buyers can review: the customer must have a completed order with the product.

All three are in Settings › Reviews & returns. Customers write their review from their account once their order arrives: stars, a headline, text and up to 4 photos.

Moderate a review#

1. 01

   Step 1: Open Reviews

   From the sidebar, open Customers › Reviews. The page opens on Pending, alongside Approved, Rejected and All.

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2. 02

   Step 2: Read the review

   Select a review to see its stars, text and photos, whether it is a Verified purchase, and the order it is linked to.

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   Step 3: Approve or reject it

   Click Approve to publish it, or Reject and pick a reason: Inappropriate language, Not about the product, Contains personal information, Spam or Another reason. The customer can edit a rejected review and send it again.

4. 04

   Step 4: Reply to the customer

   Write in Your reply, then click Save reply. The reply shows on the store under the review while the review is published.

• Unpublish takes a published review off the store until you approve it again, and asks for a reason. Delete removes it for good, with its photos and your reply.
• Select several reviews to approve, reject or delete them together; reviews the customer has only just edited are skipped.
• When a customer edits a published review, you see the Published version and the New submission side by side, and the published one stays on the store until you approve the new one.
• Filter by Rating, Unread, Verified purchases, With photos and more, and click Mark all as seen to clear the sidebar count. Shortcuts: j and k move, a approves, r rejects.

Answer a request#

1. 01

   Step 1: Open Requests

   From the sidebar, open Customers › Requests. The page opens on To do, which is open and in-progress requests together.

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2. 02

   Step 2: Pick a request

   You see who sent it, its reason, channel and language, the message, and the activity thread.

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   Step 3: Write your reply

   Choose Reply by email, write your reply, then click Send reply or Reply and resolve. The reply goes out in the request's language. For a note only your team sees, choose Internal note, then Add note.

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   Step 4: Assign it and close it

   Set the Assignee from your team, and click Resolve when you are done. Reopen puts it back in the queue.

From the request itself you can also Reclassify it to change its subject and reply language and link it to a customer or an order, or Delete as spam to remove it for good with its notes and replies.

Log a request that came by phone or WhatsApp#

1. 01

   Step 1: Open the form

   On the Requests page, click Log a request.

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   Step 2: Set the channel and the sender

   Under Came in by, choose Email, Phone or WhatsApp, and enter the name, email and phone. The email is required because replies are emailed to it.

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   Step 3: Write down the request

   Set the reason and subject, fill in What they asked, choose the Reply language and Assign to, then click Log request.