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How Customers Leave Product Reviews

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores with customer accounts switched on (Enable customer login and registration, on by default). Review settings are managed on Launch, Grow, Scale and Premium Trial Your customers (no dashboard access needed) About 5 minutes to read Beginner

Summary

Overview: Customers with an account can review the products in their Completed orders. They pick a product, give 1 to 5 stars, write a review and can add photos or a video. Depending on your review settings, the review appears on the product page right away or waits for your approval. Customers can see and edit their reviews under My Product Reviews, and reply to your replies.

Prerequisites:

  • Customer accounts switched on. See How to Set Up Customer Accounts and Guest Checkout.
  • The customer is logged in and has an order with the status Completed. See How to Process and Fulfill an Order.

Step-by-Step Instructions

Step 1: Your customer finds Add Review

  1. The customer logs in and clicks My Orders in the My Account menu.
  2. On an order with the status Completed, they click Add Review. On computers it's in the Action column. On phones and tablets it's at the bottom of the order card.

Step 2: Your customer writes the review

In the review window, the customer:

  1. Under Add a Review, chooses the product to review. The list shows every product in that order, with its picture and category. The first product is selected for them.
  2. Under Rating, clicks the stars. All 5 stars are selected to start with.
  3. Types the review in Write a Review (required, up to 1,000 characters). A counter shows how many characters are used.
  4. Optionally adds photos or a video:
    • Up to 5 files in total.
    • Photos: .jpg or .png, up to 2.5 MB each, at least 250 x 250 pixels.
    • Video: one .mp4 file, also up to 2.5 MB (see Limitations).
    • To remove a file before submitting, they click the x on its preview.
  5. Clicks Submit. They see Successfully added product review.

To review another product from the same order, the customer clicks Add Review again and picks the next product.

Step 3: The review is published or waits for you

What happens next depends on your settings in Settings → Store → Product Reviews:

  • Auto-Publish Product Reviews: the review goes live on the product page right away if its rating meets the star level you chose. Lower ratings wait in Pending Reviews.
  • Manually Publish Product Reviews: every review waits in Pending Reviews until you publish it.

You get an email and a dashboard notification for each new review. See How to Manage Product Reviews.

Step 4: What shoppers see on the product page

Published reviews appear in the Product Reviews section of the product page:

  • The average star rating and the number of reviews, for example 4.5 (12 Reviews). Clicking the stars opens a rating summary.
  • A Filter: menu: All, 5 Stars, 4 Stars, 3 Stars, 2 Stars or 1 Star.
  • Each review with its stars, text, photos or video, and the customer's name in the format you chose (for example John D. or Anonymous Customer).
  • Your replies, under View 1 reply (or View [number] replies). Shoppers click it to read them and Hide replies to close them.
  • No Reviews Yet! when the product has no reviews.

Unpublished and pending reviews don't show. Depending on your settings, star ratings can also appear on product listings, related products and the checkout page.

Step 5: Your customer views, edits or replies under My Product Reviews

  1. In the My Account menu, the customer clicks My Product Reviews.
  2. The table shows Product Name, Product Received, Rating (for example 5/5), Review Content, Date Submitted and Actions. They can filter by Rating:.
  3. To open a review, they click the ... icon in Actions, then View.
  4. On the Product Review page they can:
    • Edit the review text: click the ... icon next to the review, then Edit Review, change the text and click Update. They see Successfully edited product review. The star rating can't be changed.
    • Reply: read your replies (shown under your store name) and type a reply under Reply to review (up to 1,000 characters), then click Submit. They see Successfully added reply. You get an email and a notification (You have received a reply.).
    • Edit or delete their own reply: click the ... icon next to it, then Edit (then Update) or Delete (then confirm in Delete Reply). A deleted reply can't be restored.

Verify It Worked

Success criteria:

  • The customer sees Successfully added product review. after clicking Submit.
  • The review appears in Products → Product Reviews in your dashboard, on the Pending Reviews tab or as Published.
  • Once published, the review shows in the Product Reviews section of the product page.
  • The customer sees the review in My Product Reviews.

Troubleshooting

Common errors

  • "Maximum 5 files allowed": the customer tried to attach more than 5 files. Remove some first.
  • "Only .jpg or .png files are accepted": a photo is the wrong type, over 2.5 MB, or smaller than 250 x 250 pixels.
  • "Invalid file type. Only images (jpg/png) and videos (mp4) are allowed": the file isn't a JPG, PNG or MP4.
  • "2.5 MB max size limit reached. Try again.": a photo or video is larger than 2.5 MB. Compress it or choose a smaller file.
  • "Only accepts .jpg or .png.": the file type isn't allowed. Photos must be .jpg or .png; videos must be .mp4.
  • "Only 1 video file is allowed" or "Maximum of 5 images allowed": the attachments break the limits. Remove files and submit again.
  • The customer can't find Add Review: the order isn't Completed yet, or they aren't logged in.
  • The review isn't on the product page: it's waiting in Pending Reviews, or you unpublished it. See How to Manage Product Reviews.

Limitations & considerations

  • Only logged-in customers can review, and only products from their own Completed orders. Guests can't leave reviews.
  • Customers can't delete a review. They can edit its text, and you can unpublish it.
  • The rating can't be changed after submitting.
  • The review form mentions a 20 MB video limit, but the upload box rejects any file over 2.5 MB, so videos must also be 2.5 MB or smaller.
  • Unpublished reviews still count toward the product's average rating. Only their text and media are hidden.

Next Steps & Related Resources

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

Last Updated: 10/10/2026