Where do I find the Review Actions menu?
Log in to the Shopper Approved dashboard and go to "Manage Seller Ratings" or "Manage Product Reviews":
Select the "Review Action" on the right-hand side of the review:
Every single review you collect will have its own Review Actions bubble.
Utilizing the Review Actions
Below are some screenshots on how to respond to negative reviews.
Submit to Shopper Approved for review:
In order to submit a review to Shopper Approved for removal, it will need to fall within our guidelines:
Proprietary information, like coupon codes
Personal information - email, phone number, etc.
Blatant inaccuracies about your website, or product/services
You will want to include as much information as possible regarding the reasons for submitting the review, including links to screenshots if possible. Shopper Approved will then look into the submission and determine if we can remove it or not.
If the review does not fall within our guidelines for removal we suggest you…
Contact the Customer:
If a customer has left their email address, you can reach out to them here. You will create an email thread through the Review Actions menu. Each time you send a response, they will receive a link to update their review or reply to you. You are only able to send the initial email once.
If you contact the customer and they do not respond you can…
Create Your Company Response:
On occasion, you will have customers who do not respond to your email. In this case, we would recommend making a public comment. You can use this feature for both negative and positive reviews. When you make a public comment, the customer will not be notified. You can thank someone for their positive feedback or make a comment stating that you tried reaching out to the customer regarding their issue. These will display on your certificate and put on a good face for future customers.
Other options in the Customer Care System:
Mark Order as Canceled:
You will want to mark an order as canceled when a customer has canceled their order or if you have to cancel their order due to backorders or it is out of stock. This will stop the follow-up email from going out to them. You don’t want someone to leave a review on a product they won’t receive. However, you will need to mark the order as canceled before the follow-up date.
Change Follow Up Date:
If for some reason you need to change the date of the follow-up email, you can do that here. A good example would be if you knew shipping was delayed, you can go in and change the follow-up date to a later time. Again, you want them to have received their product before they receive the follow-up and fill out the Full Survey.
If you have any questions or concerns about how to utilize our Customer Care System, please contact the support team here: firstname.lastname@example.org