Manage and reply to product reviews

Use the Store Reviews page to find, publish, hide, and reply to customer reviews. The page also shows the review status, source, product, media, and moderation flags.

Open the Store Reviews page

1. Select the correct organization and store.
2. In the left menu, select Manage Reviews.
3. Make sure that the Store Reviews page opens.

Use the status tabs

Select a status tab to show one group of reviews. The number on each tab shows the number of matching reviews.

• All Reviews shows all review statuses.
• Pending shows reviews that Reviewbird is processing or that need a decision. This group can include reviews in automatic moderation and reviews before customers confirm them.
• Flagged shows reviews that a moderation check identified for manual inspection.
• Published shows reviews that customers can see in public Reviewbird displays.
• Hidden shows reviews that customers cannot see.

Search and filter reviews

1. Select Filters.
2. Enter a customer name, email address, or review text in Search.
3. If necessary, select one product.
4. If necessary, select a rating from one to five stars.
5. Select Apply.

Reviewbird applies the filters to the selected status tab. Select Clear to remove the search, product, and rating filters.

Publish or hide one review

You must have permission to manage reviews. If the action buttons do not appear, ask an organization administrator to check your store permissions.

1. Open the Pending or Flagged tab.
2. Read the review and inspect each moderation flag.
3. Select Publish to make the review public, or select Hide to keep the review private.
4. Confirm your selection in the confirmation message.

You cannot publish a review before the customer confirms it. You can hide it, or you can wait for the customer to confirm it.

Publish or hide multiple reviews

1. Select the check box for each review that you want to change.
2. To select all reviews on the current page, select the check box in the table header.
3. Select Publish Selected or Hide Selected.
4. Confirm the action.

Select Clear Selection if you do not want to change the selected reviews.

Reply to a published review

Public replies require the Plus plan or a higher plan. You must also have permission to moderate reviews. You can reply only to a published review.

1. Open the Published tab.
2. Find the applicable review.
3. Select Reply to Review.
4. Enter a reply that contains 10 to 1,000 characters.
5. Select Add Reply.

Reviewbird shows the reply with the review in public displays. Use a clear and respectful reply. Do not include private customer information.

Edit or delete a reply

Edit a reply

1. Select the edit icon.
2. Change the text.
3. Select Update Reply.

Delete a reply

1. Select the delete icon.
2. Confirm that you want to delete the reply.

If the Reply Notification email is enabled, Reviewbird sends an email to the customer when you add the first reply. You can configure this email in Email Templates.