How do I moderate and reply to reviews?

You will have decided which reviews customers see, and answered some.

Before you start

You need the permission to moderate reviews. Nobody is emailed about new reviews, so check this page regularly.

Steps

1. Open Store → Reviews. It opens on Pending.
2. Press Approve on a review to publish it, or Mark spam to hide it. Delete removes it for good.
3. To answer, press Reply, write your answer (up to 2,000 characters) and press Publish reply.
4. To withdraw a reply, open Reply again and press Remove reply.

What you will see

An approved review appears on the product page and counts towards its average, with your reply under the store's name.

If something goes wrong

• A reply on a review that is not approved stays hidden until you approve it.
• The reviewer is not notified of approval or reply.
• There is no way to move a review to Trash from the page, so that filter stays empty.
• Reviews with links are rejected at submission and never reach you; blocklisted words file a review as spam.
• One review per email per product; a repeat is refused.