Reviews are a great way to get feedback from your customers and build trust and legitimacy for new ones who visit your storefront for the first time.
Who can leave reviews?
Reviews are always tied to a real customer order. Only customers who have placed an order can leave a review, if you have reviews turned on. There can only be one review left per order.
What info is in a review?
The only thing customers have to provide to submit a review is a rating from 1-5 stars. They can also add a comment, upload a photo, and give a thumbs up or down for each item in their order.
Likes and dislikes of items are visible to you, but are not shown publicly on your storefront.
Publishing reviews
After a customer leaves a review, you will see a notification appear in your Reviews tab. You get to choose which reviews to publish and which to hide. Reviews are never visible on your storefront until you publish them.
After you publish a review, you can also choose to Feature it. Find the review on your Published tab and click the star icon. The badge will turn from Published to Featured. Unclick the star to undo. Featured reviews are displayed first on your storefront. You can Feature up to 3.
Replying to reviews
You can reply to reviews published on your storefront. Your customer will receive a text notification letting them know you've replied. Your reply will appear beneath the review on your storefront.
There are two ways to reply:
Option 1: Reply to an already published review
Go to Reviews
Go to the Published tab
Select the review you'd like to respond to, write your reply, Save reply
You can also click the Reply arrow in the top right
Option 2: Publish and reply at the same time
Go to Reviews
Go to the For your approval tab
Select the review
Click Reply and write your response
Click Publish and reply
Note: You can only reply to reviews that are published. Hidden or pending reviews cannot be replied to, unless you publish them.
What do reviews look like on my storefront?
Reviews appear right below your FAQs on your storefront. Featured reviews will be displayed first.
How do I start collecting reviews?
Go to Settings
Click Reviews
Click Enable
You have the option to Automatically approve reviews. If you leave this off, you’ll be able to choose which reviews get published and which get hidden.
Turning on "Send review request text messages" means customers will automatically get a text prompt to leave a review 24 hours after the start of their pickup time.
If "Customer reviews" are on but texts are off, customers will not receive the text prompt but can leave a review by going back to their order confirmation page.
You'll also have the option to send review requests only to customers who haven't previously left a review.