Approve reviews and answer shoppers' questions
Reviews come only from buyers who bought the product, and show only after you approve them. Questions stay hidden until you answer them, then show on the product page with your answer.
What these two pages are for
Reviews (Customers → Reviews) is where star ratings and comments from your buyers wait for you. Nothing shows on your store until you approve it.
Q&A (Customers → Q&A) is where shoppers' questions about a product arrive, like "Is this pure cotton?". A question shows on the product page only after you answer it.
- Both pages need the "Moderate reviews" permission.
Approve a review in 5 steps
- 1
Open Reviews
Customers → Reviews
The newest reviews are at the top.
- 2
Show only the new ones
Click the Pending chip. Use the search box to find words in a review's title or text.
- 3
Read the review
Each card shows the stars, the product name, the title and the text.
- 4
Click Approve or Reject
Approve puts the review on the product page straight away. Reject keeps it off your store.
- 5
Change your mind any time
Open the Approved or Rejected chip. Reject an approved review to take it down, or approve a rejected one to show it.
Who can write a review
Only a buyer who bought the product from your store can review it, so every review is from a real purchase. Unpaid and cancelled orders don't count.
A buyer writes one review per product. If they edit it, it goes back to Pending for you to check again.
You can't edit or reply to a review. Approve it or reject it.
Review status
- Pending: new or edited, not shown yet.
- Approved: shown on the product page and counted in its star rating.
- Rejected: not shown.
Answer a question
- 1
Open Q&A
Customers → Q&A
Click the Pending chip to see questions waiting for an answer. Each card shows the question and who asked it.
- 2
Type your answer and click Answer
The question and your answer appear on the product page straight away. Keep it short and clear, for example "Yes, 100% cotton. Wash in cold water."
- 3
Reject spam or questions you won't answer
Click Reject. The question stays off your store.
Question status
- Pending: asked, not answered yet, hidden.
- Answered: shown on the product page with your answer. Change the text and click "Update answer" to fix it.
- Rejected: hidden.
- Anyone can ask, signed in or not. The shopper isn't sent your answer; they see it on the product page.
Related settings
- "Reviews only after delivery" (Settings → Advanced settings): only buyers whose order was delivered, and not returned, can review. Off means any buyer who bought it can.
- "Show questions & answers" (Settings → Storefront display, Products): turn it off to remove the Q&A section from product pages, for example if you answer questions on WhatsApp.
Check both pages once a day A quick answer often turns a question into an order. Open Q&A and Reviews with the Pending chip once a day, and clear them in a few minutes.
Read next
Common questions
- Why isn't a new review showing on my store?
- New reviews wait as Pending. Open Reviews, click Pending and click Approve.
- Can I delete a bad review?
- You can reject it, which takes it off your store. Reviews can't be edited or deleted.
- Can anyone write a fake review on my store?
- No. Only buyers who bought the product from you can review it, and you approve each review before it shows.
- A customer says they can't review a product. Why?
- They must be signed in with the account that ordered it, and the order must not be unpaid or cancelled. If "Reviews only after delivery" is on, the order must also be delivered and not returned.
- Can I reply to a review?
- Not yet. You can approve or reject it. To talk to the buyer, contact them from their order.
- Where do my answers show?
- On the product page, under questions and answers, as soon as you click Answer.
- Does the shopper get told when I answer?
- No message is sent. They see your answer on the product page.
- How do I turn off questions on product pages?
- Switch off "Show questions & answers" in Settings → Storefront display, under Products.
- I made a mistake in an answer. Can I fix it?
- Yes. Open Q&A, click the Answered chip, change the text and click "Update answer".