Reviews
See what customers wrote about your shop and products, and reply.
Why reviews matter
Reviews are public social proof. A shop with many positive reviews attracts more customers. Negative reviews — and how you respond to them — also matter. Ignoring a complaint looks worse than the complaint itself.
How to navigate the reviews screen
- Summary — average rating and a distribution bar (how many 5-star, 4-star, etc.).
- Filters — All / Pending / Rejected, per shop or product reviews.
- List — each review shows the customer, star rating, text, and the target (shop or product), with status.
When to check reviews
Weekly at minimum. Check for:
- New reviews — respond promptly to show you're listening.
- Negative reviews — address complaints before they discourage other customers.
- Pending reviews — reviews with text are held for moderation. Approve appropriate ones quickly so customers see them.
How moderation works
Review content with text goes through moderation before it's visible; you'll see its status (pending / rejected).
Why moderation exists
Reviews with text are held briefly to prevent abusive, spam, or inappropriate content from appearing on your shop page. Rating-only reviews (stars, no text) publish immediately because they carry lower risk.
When to check pending reviews
Daily if possible. A pending review might be a glowing recommendation — approve it quickly so other customers see it. Or it might be a complaint that needs your attention.
How to reply to a review
- Reply — respond publicly to a review where supported.
When to reply
- Positive review — a brief "thank you" shows you care. Don't ignore praise.
- Negative review — acknowledge the issue, explain what you're doing about it, and offer to make it right. Never argue or blame the customer publicly.
- Specific complaint — if the review mentions a concrete problem (late delivery, wrong item), address it specifically rather than giving a generic response.
Why public replies matter
Other customers read reviews and replies. A thoughtful response to a negative review shows professionalism and can actually build more trust than only having positive reviews.
How to flag inappropriate reviews
Flag or hide reviews that are inappropriate (spam, offensive, unrelated to a purchase). This removes them from public view while the platform reviews them.
How product reviews work
Customers can also review individual products, which you'll see here. Product reviews help other customers decide what to buy — a product with many positive reviews sells itself.