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Magyar

Reviews

Moderate customer reviews, decide which ones are published automatically and set up review request emails.

Where
  1. Apps
  2. Reviews
On this page

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.

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.

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

Open Moderate on the review, choose a Reason and select Delete. Deleting needs one of the reasons in Fair moderation rules, 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.
  • 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.
  • 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 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.