Product Reviews
Customers who bought from you can leave a star rating, a review and photos for each item in their order. On the Product Reviews page you read those reviews, approve or hide them, reply, pin the best ones, and handle reviews that visitors have reported.
Open it from Products → Product Reviews in the web Dashboard or the Dashboard app on your phone.
Review photos, manual approval, pinned reviews and visitor reports launch with this release. Screens may differ slightly from the description below, but they work the same way.
Who can write a review
- Only the buyer of the item, and only one review per item in an order. The review carries a verified purchase label on your online store.
- A review can be written once the order is Delivered. For digital products, once the order is paid.
- Customers can edit their review at any time. An edited review is unpinned, and your reply stays.
- Customers can add up to 5 photos per review (JPEG, PNG or WebP). Photos are resized automatically, and the location (GPS) and camera data inside the photo are removed before it is stored.
Review status
| Status | Meaning | Shown on the online store? |
|---|---|---|
| Waiting for approval | A new review while the shop uses manual approval | No |
| Published | Visible to every visitor | Yes |
| Hidden | You hid a review that was published | No |
| Rejected | You rejected a review that was waiting for approval | No |
Only Published reviews count towards the average rating, the review count, product cards, and the stars in Google search results.
Publish automatically or approve first
Choose how new reviews appear with the Approve reviews before they appear setting (the settings icon on the Product Reviews page):
- Publish automatically (default): new reviews show at once. You can still hide one at any time.
- Approve first (manual): new reviews are Waiting for approval until you approve them. You get a "New review waiting for approval" notification for each new review.
When a customer edits their review:
| Review now | Publish automatically | Approve first |
|---|---|---|
| Published | Stays published | Back to waiting for approval |
| Waiting for approval | Stays waiting | Stays waiting |
| Rejected | Waiting for approval again | Waiting for approval again |
| Hidden | Stays hidden | Stays hidden |
Your decision to hide a review stands even if the customer edits it.
Approve, reject, hide
Open a review to see the full text, photos, reports and the available buttons. The buttons follow the review's status:
- Approve: a review waiting for approval (or one you rejected earlier) is published.
- Reject: a review waiting for approval is not published. A reason is required.
- Hide: a published review is taken down from the online store. A reason is required. A hidden review is no longer pinned.
- Show again: a hidden review is published again.
Pick a quick reason ("Spam", "Offensive language", "Not about the product", "Personal data") or write your own. The customer who wrote the review can see this reason on their order, so keep it polite.
For many reviews at once, tick several reviews and choose Approve, Hide, Reject or Dismiss reports (up to 100 reviews at a time). Each review is checked on its own: reviews whose status doesn't fit are skipped, and the skipped list is shown afterwards.
Reply to a review
Each review can get one public reply from the shop (up to 1,000 characters). The reply shows under the review on the online store. Saving again replaces the previous reply, and you can remove it.
Tip: answer negative reviews calmly and offer a way forward, for example "Sorry about that! Please message us on WhatsApp and we'll swap the size." Shoppers read your reply as closely as the review.
Pin your best reviews
Pin up to 3 reviews per product. Pinned reviews come first in the product page's default order. Only published reviews can be pinned. A review is unpinned automatically when you hide it or when the customer edits it.
Reported reviews
Visitors to your online store can report a published review as spam, offensive, fake, containing personal data, or off-topic. One visitor can report a review only once.
- A report never hides a review by itself. You decide.
- When a review is reported for the first time, you get a notification, and it appears in the Reported tab with its report count.
- Open the review to see the reports (reason and note). The reporter's identity is not shown.
- If the report is right, Hide the review. Its reports are closed too.
- If not, choose Dismiss reports. The review stays published and leaves the Reported tab.
Filters and summary
Above the list is a summary: average rating, number of reviews, percentage of reviews you replied to, how many wait for approval, and how many are reported.
Filter the list by status tab, 1–5 stars, with photos, no reply yet, product, date range (WIB), or keyword (title, review text, product name or customer name). This page shows your customer's full name, but not their email or phone number.
Plans
| Free | Growth, Pro, Enterprise | |
|---|---|---|
| Text reviews and ratings | Yes | Yes |
| Approve, reject, hide, show again, reply, dismiss reports | Yes | Yes |
| Reports from visitors | Yes | Yes |
| Customers can add photos | No | Yes |
| Manual approval (approve first) | No | Yes |
| Pin reviews | No | Yes |
Hiding inappropriate reviews and replying to customers are always available on every plan. See Billing & Plans.
If your plan goes down:
- existing review photos stay visible, but customers can't add new ones;
- new reviews are published at once (publish automatically). Reviews already waiting for approval keep waiting, and you can still approve them;
- pinned reviews stay pinned until you unpin them.
Staff roles
| Owner and Admin | Cashier | |
|---|---|---|
| View reviews, summary, reports and settings | Yes | Yes |
| Approve, reject, hide, reply, pin, change settings | Yes | No |
Every change is recorded in the Activity Log.
What buyers see on the online store
On the product page, buyers see:
- the average rating, the review count and the 1–5 star breakdown;
- a photo strip of the newest review photos. Tapping a photo opens a gallery of every review photo of that product;
- a review list they can filter by stars or to only reviews with photos, sorted by: most relevant (pinned first, then newest), newest, oldest, highest rating, lowest rating, or with photos first;
- a shortened author name, such as "Budi H.", and a verified purchase label. Email, phone number and order number are never shown;
- the shop's reply under the review;
- a Report button on each review.
A buyer whose review is waiting for approval or hidden sees its status on their own order page. See also the Catalog User Guide.
Recommended habits
- Check the Needs approval and Reported tabs daily if you use manual approval.
- Reply to 1–3 star reviews within 1–2 days. Filter on no reply yet to find them.
- Pin honest, informative photo reviews, not just the most flattering ones.
- Don't hide honest negative reviews. Reply instead. Hide only spam, offensive language, personal data, or reviews that aren't about the product.
- Combine review patterns with Reports to decide which products need improvement.