--- title: "Reviews" description: "Moderate customer reviews, decide which ones are published automatically and set up review request emails." url: "https://docs.poltura.com/en/products/reviews/" lang: en alternates: en: "https://docs.poltura.com/en/products/reviews/" hu: "https://docs.poltura.com/hu/products/reviews/" --- # Reviews Moderate customer reviews, decide which ones are published automatically and set up review request emails. - Where: Apps → Reviews Customers can rate a product from 1 to 5 stars and write a title and a text. A review written through the link in a review request email is marked as a verified purchase. Reviews written directly on the product page are anonymous. Approved reviews appear on the product page of your store together with the average rating. ## Before you start **Reviews** is a row in the **Apps** group of the sidebar. If you do not see it, switch it on under [Sidebar](https://docs.poltura.com/en/settings/sidebar/). ## Moderate reviews 1. Open **Reviews**. The page says how many reviews are pending and waiting for moderation. 2. Use the tabs **All**, **Pending**, **Approved** and **Rejected** to narrow the list. **Verified only** leaves just the reviews from verified purchases. 3. Use **Search** to find a review by name, email, title or product. 4. On a review, select **Approve** to publish it. To keep a review out of your store, open its menu, select **Moderate**, choose a reason and select **Reject**. 5. The review moves to the matching tab and its status changes to **Approved** or **Rejected**. Each row shows the product, the author, the rating, the title, the date, the status and whether the purchase is **Verified** or **Anonymous**. ## Fair moderation rules The words and the rating of a review always stay as the customer wrote them. EU consumer law forbids changing or hiding reviews to make products look better, so Poltura has no way to edit a review. You can reject, delete or hide part of a review only for one of these reasons: - **Spam**: advertising, links or the same text posted again and again. - **Offensive**: insults, threats or hateful language. - **Personal data**: a phone number, an address or someone's name the review should not show. - **Off-topic**: text that is not a review at all. - **Not about the product**: a review of something else, for example the courier. A low rating or a negative opinion is never a reason. Approve a genuine one-star review just like a five-star one, and reply to it if you want to tell your side. Your store tells shoppers how you check reviews, based on your [review settings](https://docs.poltura.com/en/products/reviews/#settings). ## Hide part of a review 1. Open the menu at the end of the review's row and select **Moderate**. 2. Under **Hide text**, choose whether the text is in the **Title** or the **Review text**, copy the exact words into **Text to hide** and choose a **Reason**. 3. Select **Hide text**. Your store shows **\[removed by the store]** in their place. The rest of the review and its rating stay. ## Reply to a review Open **Moderate** on the review, write your answer under **Public reply** and select **Save reply**. Your reply shows under the review in your store, marked as the store's reply. Leave the field empty and save to remove it. ## Delete a review > **Warning** > > A deleted review is gone for good. To keep a review out of your store without losing it, reject it instead. Open **Moderate** on the review, choose a **Reason** and select **Delete**. Deleting needs one of the reasons in [Fair moderation rules](https://docs.poltura.com/en/products/reviews/#fair-moderation), just like rejecting. ## See the reviews of one product Open the product and find the **Customer Reviews** panel. It shows the number of approved reviews and how many are pending. **Manage all** opens the review list filtered to this product. **Clear the product filter** shows every review again. ## Review settings Open **Reviews** and select **Settings**, or open **Reviews → Settings** in the sidebar. 1. Under **Reviews**, use **Reviews enabled** to switch the whole feature on or off. When it is off, no review request emails are sent. 2. Under **Request emails**, enter the **Review Email Delay (hours)**. With 0 the email goes out immediately after an order is completed. The hint under the field shows the delay in hours or days. 3. Enter the **Review Link Expiry (days)**. This is how long the personal review link in the email stays valid. 4. Under **Auto-approval**, switch on **Auto-approve verified reviews** to publish reviews from the email link without moderation. This is recommended, because these customers really bought the product. 5. Switch on **Auto-approve anonymous reviews** only if you want reviews written on the product page to be published without moderation. Manual moderation is recommended for these. 6. Choose the **Minimum rating for auto-approval**: **Any rating**, 2, 3 or 4 stars or more, or **5 stars only**. Reviews below this rating always go to moderation, even when auto-approval is on. 7. Select **Save Settings**. The page confirms with **Settings saved**. ## Good to know - The review request email is sent after an order is completed. Its wording is the **Review Request** email template of your theme. See [Emails](https://docs.poltura.com/en/settings/emails/). - Your store shows the average rating, the list of reviews and a review form on the product page. Star ratings are also passed to search engines as structured data. - You can be alerted when a new review arrives at or below a rating you choose. See [Notifications and alerts](https://docs.poltura.com/en/settings/notifications/#alerts). - Review photos are not available. Imported reviews keep the words and the rating they had on the other platform, and importing again never changes them. - To show your Trustindex rating as badges in your store, use the [Trustindex](https://docs.poltura.com/en/apps/trustindex/) app. ## If something goes wrong - **Customers do not get review request emails.** Check that **Reviews enabled** is on, and remember the delay: the email is sent only after the order is completed and the delay has passed. - **A customer says the review link does not work.** The link has expired. Raise **Review Link Expiry (days)** for future emails. The customer can still write a review on the product page. - **"Choose a reason."** Rejecting, deleting and hiding text all need one of the reasons in [Fair moderation rules](https://docs.poltura.com/en/products/reviews/#fair-moderation). ## Related - [Edit a product](https://docs.poltura.com/en/products/edit-a-product/) - [Emails](https://docs.poltura.com/en/settings/emails/) - [Notifications and alerts](https://docs.poltura.com/en/settings/notifications/#alerts) - [Trustindex](https://docs.poltura.com/en/apps/trustindex/)