The Review Actions menu allows you to manage the reviews you collect with Shopper Approved including posting public comments, contacting customers directly, and submitting reviews to Shopper Approved for review.

The Review Actions menu can be found by logging into the Shopper Approved dashboard and navigating to (top-left menu > Manage Store Ratings or Manage Product Reviews (if applicable).

In the Manage Store Ratings or Manage Product reviews page locate the review that you'd like to take action on. If needed, utilize the filter option to search for the reviews by customer name, order number, or even part of the review comment.

Once you've located the review you'd like to take action on select the Review Actions button on the right-hand side.

The Review Actions menu offers five options for managing store reviews, along with an additional option specifically for product reviews. Below, we’ll walk you through each option and how to use them effectively.

Store Reviews:

Product Reviews (if applicable):

You can use this feature for both negative and positive reviews. When you make a public comment, the customer will not be notified. However, this is a great way to educate other customers and can oftentimes turn a negative review into a positive review.
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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 comments will display on your certificate and show other customers that you are a company that cares.

Use this feature anytime you need to submit a review to Shopper Approved for potential removal. In order to submit a review to Shopper Approved for removal, the review should fall under the following criteria:

This can also be utilized when a customer leaves a low-star rating, such as a 1, or 2-star rating with positive comments. There is a disconnect between the comments and rating. In this instance, you can submit the review to Shopper Approved for review and we’ll review it for a potential update.

When choosing this option, include as much information as possible regarding the reasons for submitting the review, including links to screenshots if possible. The review will be submitted to our Shopper Approved team for further review.

Contacting the customer allows you to reach out directly to the customer for a resolution within the Shopper Approved dashboard. The customer will receive an email with the option to reply back or update their review (including ratings and comments). Please note that if the customer doesn't respond, you are unable to send another email. If the customer does respond, you will receive an email notification and can reply to the customer. If the customer chooses to update their review, the review will automatically be updated.

In the event that a customer cancels their order you can use this option to prevent the follow-up email from going out if it hasn't been sent out already. You don’t want someone to leave a review if they didn't complete their shopping experience with your business.

Please keep in mind that you'll want to mark an order as canceled before the follow-up date. 

If a customer ends up leaving a review through the follow-up email for a cancelled order it qualifies for removal. In this instance select the Submit to Shopper Approved for review to delete checkbox and provide proof of the order cancellation. From there the request will be sent to our support team for further review.

If you need to change the date the follow-up email is sent to the customer you can use this option. For example, if shipping is delayed you can change the date so the customer receives the follow-up email at the appropriate time.

Sometimes a customer might accidentally leave feedback about their overall experience as a product review instead of a store review. In these cases you can click on the Submit for Review button and we'll review your request to update the comments to a store review instead of a product review.

If you have any questions or need assistance, please contact our dedicated support team at [email protected].