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How to Manage Product Reviews

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores on Launch, Grow, Scale and Premium Trial. Not available on Free Store owner, or a team member with Products access (review list) and Store settings & administration access (review settings) About 10 minutes Beginner

Summary

Overview: Customers can rate and review the products they bought from your store. You decide whether new reviews are published automatically or wait for your approval, how the customer's name is shown, and where star ratings appear. From Products → Product Reviews you publish, hide or unpublish reviews, contact the customer, and post a public reply.

Prerequisites:

  • A store on the Launch, Grow, Scale or Premium Trial plan.
  • Store owner access, or a team member with Products access to manage reviews and Store settings & administration access to change review settings.
  • To use Contact, an email method set up in Messaging Settings.

Step-by-Step Instructions

Step 1: Choose your review settings

  1. In the sidebar, click Settings, then Store.
  2. Go to the Product Reviews section.
  3. Under Customize the publishing of new product reviews on the Single Product Page and on the Checkout Page., choose one:
    • Auto-Publish Product Reviews: new reviews are published automatically. In Select Star Rating for Auto-Publish:, choose which ones: 5 Stars, 4 Stars and above, 3 Stars and above, 2 Stars and above or All product reviews. Reviews below the rating you choose wait in Pending Reviews.
    • Manually Publish Product Reviews: every new review waits in Pending Reviews until you publish it.
  4. Under Choose how your customer's name will be displayed on the review:, choose one:
    • First Name and Last Name (ex. John Doe)
    • First Name and Initial Letter of Last Name (ex. John D.)
    • First Name only (ex. John)
    • Do not display customer's name. (ex. Anonymous Customer)
  5. Under Choose where your product ratings and reviews will be displayed., tick any of Checkout Page, Product Listing and Related Products.
  6. Click Save. You see Successfully saved product review settings.

Until you save these settings for the first time, new reviews are published automatically, the customer's first and last name are shown, and ratings appear in all three places.

Step 2: Know how customers leave a review

  1. The customer signs in to their account on your store and opens My Orders.
  2. On an order with the status Completed, they click Add Review.
  3. They choose the product under Add a Review, pick a Rating from 1 to 5 stars, and type their review in Write a Review (up to 1,000 characters).
  4. They can attach up to 5 files: JPG or PNG images (up to 2.5 MB each, at least 250 x 250 pixels) and one MP4 video (up to 20 MB).
  5. They click Submit.

You get an email and a dashboard notification (There's a new review for your product.). Customers can see the reviews they've written under My Product Reviews in their account.

Step 3: Approve or hide pending reviews

  1. In the sidebar, click Products, then Product Reviews.
  2. Click the Pending Reviews tab. A red number on the tab shows how many reviews are waiting.
  3. Each review card shows the product, the date, the star rating, the review text, any photos or video, and the customer's name. Use Search... or the Rating: filter to find reviews.
  4. On a review, click:
    • Publish to show it in your store. You see Successfully published product review.
    • Hide Review to keep it off your store. You see Successfully hidden product review.
    • Contact to email the customer.

After you publish or hide a review, it moves to the Verified Reviews tab with the status Published or Unpublished.

Step 4: Manage verified reviews

  1. On Products → Product Reviews, click the Verified Reviews tab.
  2. The table shows the Customer Name, Customer Email, Product Name, Date Product Received, Rating, Review Content, Date Review Received and Status of each review.
  3. Use Search..., the Status: filter (All, Published, Unpublished) and the Rating: filter to narrow the list.
  4. Click the ... icon in the Actions column, then:
    • View to open the review.
    • Publish to show an unpublished review. You see Successfully published product review.
    • Unpublish to remove a published review from your store. In Unpublish Product Review, confirm. You see Successfully unpublished product review.

Step 5: Reply to a review

  1. Open the review: click View, or click the text in the Review Content column.
  2. The page shows the product, the review, its status and any photos or video. At the top right you can also click Contact or Publish / Unpublish.
  3. Under Reply to review, type your reply (up to 1,000 characters), then click Submit. You see Successfully added reply. Your reply is shown under your store name.
  4. To change your reply, click the ... icon next to it, then Edit. Make your changes and click Update.
  5. To remove your reply, click the ... icon, then Delete. In Delete Reply, confirm. A deleted reply can't be restored.

On the product page, customers see your reply under the review when they open its replies (for example View 1 reply).

Verify It Worked

Success criteria:

  • You see Successfully saved product review settings. after saving the settings.
  • A published review appears in the Product Reviews section of the product page in your store.
  • A review you hid or unpublished shows Unpublished on the Verified Reviews tab and no longer appears in your store.
  • Your reply appears under the review on the review page and in your store.

Troubleshooting

Common errors

  • "Email Setup Required" when you click Contact: no email method is set up. Click Messaging Settings in the message and set one up, then try again.
  • "Maximum 5 files allowed", "File size should not exceed 20MB" or "Only .jpg or .png files are accepted": shown to customers when their attachments break the limits in Step 2.
  • A customer can't find Add Review: the button only appears on orders with the status Completed, and the customer must be signed in to their account.
  • New reviews don't appear in my store: check your setting in Settings → Store → Product Reviews. With Manually Publish Product Reviews, or a star rating filter, reviews wait in Pending Reviews until you publish them.
  • Star ratings don't show on product listings or at checkout: tick Product Listing, Checkout Page or Related Products in the review settings and click Save.

Limitations & considerations

  • Unpublished and hidden reviews still count toward the product's average star rating. Only their text, photos and video are hidden.
  • You can't delete a customer's review from the dashboard. Unpublish it instead.
  • Customers can only review products from their own completed orders.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/09/2026