Reviews and questions let shoppers build confidence in your products — and give you a chance to reply publicly. Nothing goes live automatically: you approve every review and answer every question before it shows on the storefront. Customers can leave reviews on the Standard plan and above.
How customers leave a review
A signed-in customer opens a product page, picks a star rating (1–5), adds an optional title and writes a few words. When they submit, they see "Your review has been submitted and is awaiting approval." If they've bought the item on a completed order, it's tagged as a verified purchase. Each customer can review a product once.
Moderating reviews
Go to Reviews (under Customer service). Tabs across the top split reviews into Pending, Approved and Rejected — new ones land in Pending. For each review you can:
- Approve — publishes it on the product page straight away.
- Reject — hides it. You can add an optional internal note about why (the customer never sees this).
- Delete — removes it permanently. This can't be undone.
Reviews of custom jobs
If you take custom work through Quote requests, customers can review the finished job too — no account needed:
- Once a job is paid in full, the customer's quote link shows a How did we do? form with a star rating, an optional headline and their review.
- When you mark that job's order fulfilled after the balance is paid, ShopKit emails the customer once inviting them to leave a review. (If you mark it fulfilled before the balance is paid, no invite is sent. Customers who have unsubscribed from your marketing emails won't get it either.)
- Each job can be reviewed once. The review is signed with the name the customer gave on their quote.
Job reviews arrive in Reviews under Pending like any other, marked Custom job instead of a product name, and you're emailed when one comes in. Approve, reject or delete them the same way. Because a custom job has no product page, approved job reviews appear wherever you place them on a content page — see Showing job reviews on a page below.
How customers ask a question
On the product page, a signed-in shopper types a question (about 5–1000 characters) and submits. They're told "we'll review and post the answer publicly." Questions arrive unpublished.
Answering questions
Go to Questions (under Customer service). Tabs show Pending, Answered, Rejected and All, each with a count. Open a question, type your reply in Your answer, then click Publish answer — this posts both the question and your answer on the product page. The customer is emailed the first time you answer. You can also:
- Edit answer — revise a published answer at any time.
- Reject — hides a question so it never appears.
- Delete — removes it permanently.
A rejected question can be brought back simply by writing an answer and publishing it again.
On the storefront
Approved reviews and answered questions appear on the relevant product page for all shoppers. Anything pending, rejected or deleted stays hidden.
Showing job reviews on a page
Open a page under Marketing → Pages and type {{job-reviews}} on a line of its own where you want the reviews to go. That spot then shows your approved custom-job reviews, newest first, under the heading Look what people are saying, with the average star rating and the number of reviews. Until you've approved at least one, nothing shows there at all. See Building content pages.
Stuck? Open a ticket — we're happy to help.