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.
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.
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 Questions arrive unpublished.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.
Stuck? Open a ticket — we're happy to help.