Product reviews
After a customer purchases a product through the Shop app or your online store, they can leave a product review in the Shop app. Product reviews help you collect feedback about your store and products, and can provide your customers with helpful information when considering a purchase. Only Shop customers that have purchased a product from you are allowed to submit a review.
Reviews are visible in the Shop sales channel to staff members who have theCustomerspermission.
Customers receive a notification on their device requesting a review within one of the following timelines:
- Seven days after the order has been delivered, if the order has tracking information.
- Fourteen days after you fulfilled the order, if tracking information isn't available.
Customers can leave a rating from one to five stars, alongside a comment up to 1,000 characters long. Reviews and average star ratings are public, and are displayed on the product details page in the Shop app.
Each of yourproducts that appear in Shopare eligible for review. You can't opt out of receiving product reviews if you sell products on Shop. If you don't want to sell products on Shop, then you canmanage your shopping settings in the Shop channel.
After your customer leaves a product review, it's screened before being published to help make sure it follows theShop Product Review Policies. Shop isn't responsible for the content, accuracy, or reliability of the reviews that you receive.
If you believe a review violates the Shop Product Review Policy,Shop Terms of Service, or otherwise violates the law, then you canreport a review.
On this page
Reply to Shop product reviews
You can reply to a Shop product review in your Shopify admin. Your reply is screened before being published to make sure that it follows theShop product review merchant guidelines.
After your reply is published, it appears in the Shop app underneath the review that you replied to, and the reviewer receives a push notification.
Steps:
From your Shopify admin, clickSettings>应用和销售渠道.
From the应用和销售渠道page, clickShop.
ClickOpen sales channel.
In theReviews节中,clickManage.
Click the review that you want to reply to.
In theReply to this reviewfield, type your reply up to 1000 characters, and then clickSend reply.
Edit or delete a reply
From your Shopify admin, clickSettings>应用和销售渠道.
From the应用和销售渠道page, clickShop.
ClickOpen sales channel.
In theReviews节中,clickManage.
Click the review that you want to edit or delete.
Do one of the following:
- ClickEdit replyto edit your reply, and then clickEdit replyto publish your changes.
- ClickDelete replyto delete your reply, and then clickDelete replyto confirm deletion.
Report a product review
Shop takes certain proactive and reactive steps to help make sure that reviews that violate theShop Product Reviews Policiesaren't published, or that they're removed. Shop doesn’t modify reviews to change their meaning, but Shop might remove certain parts of a customer's review that otherwise might violate the reviews policies. For example, Shop might remove part of a review that contains a customer's personal information, or obscene language.
If you believe that a review violates Shop’s policies, then you can report a review. Reasons for reporting reviews include the following examples:
| Reason for reporting | Description |
|---|---|
| Unrelated | The review isn’t about the product the customer reviewed, or your store. |
| Spam | The review contains ads, links, or promotional content. |
| Offensive | The review contains inappropriate, sexually explicit, or violent content. |
| Bullying or harassment | The review attacks an individual or group of people. |
| Hate speech | The review contains harmful content based on an individual or group identity. |
| Fraud or scam | The review contains allegations about improper store or buyer behavior. |
| Personal information | The review contains information that could identify the reviewer such as email, phone number, or credit card details. |
| Illegal activities or regulated goods | The review references items that go againstShop Merchant Guidelines. |
| Intellectual property infringement | The review violates intellectual property laws. |
| Conflict of interest | The review is from someone affiliated with your store, or a competing store. |
If any of the above reasons apply, then you can use the following steps to report a review.
Steps:
From your Shopify admin, clickSettings>应用和销售渠道.
From the应用和销售渠道page, clickShop.
ClickOpen sales channel.
In theReviews节中,clickManage.
Click the review that you want to report.
Click the…icon on the review, and then clickReport.
Select a reason for reporting from the drop-down list, and then clickReport.
After you report a review, it can take up to five business days for the report to be investigated. You can check the review in your Shopify admin for any updates. If a review is removed, it'll no longer appear in your Shopify admin.
Reviews on purchases outside of Shop
By default, customers can review products that they purchase both through the Shop app, and on your online store. You can activate or deactivate reviews for purchases made on your online store.
Steps:
From your Shopify admin, clickSettings>应用和销售渠道.
From the应用和销售渠道page, clickShop.
ClickOpen sales channel.
ClickSettings.
In theSell with Shop节中,select or deselect theReviews on purchases outside of Shopcheckbox.
Display third-party app collected reviews on Shop
Reviews left in your store withJudge.me Product Reviewswill also automatically appear on Shop.
You can check the number of Judge.me reviews that are published to your Shop Store in the Shop channel from theReviewspage of theShop channel.
To read, reply to, or report a review from Judge.me that appears in Shop, clickGo to Judge.meto manage your reviews in the Judge.me Product Reviews app admin.
What content gets shown in the Shop App?
After a customer leaves you a review that's collected with Judge.me, it's screened before being published to make sure that it follows theShop Product Review Policies.
You can check the number of Judge.me reviews that are published to your Shop Store in the Shop channel, from theReviewspage of theShop channel. If you want to read, reply to, or report a review from Judge.me that appears in Shop, then clickGo to Judge.meto manage your reviews in the Judge.me Product Reviews app.
Shop product reviews metrics
You can view metrics about your Shop product reviews from theReviewspage of theShopchannel.
| Metric | What it shows for the date range |
|---|---|
| Collected reviews | Shows the number of reviews captured in the date range you select. |
| Conversion rate | Shows the percentage of reviews customers left for your products after they were notified to review a product in the Shop app. |
| Average rating | Shows the average rating for all of your reviewed products in Shop. |