Product reviews and ratings help visitors to your online store make informed purchasing decisions and give customers the opportunity to share direct feedback on their purchases. These valuable insights offer you additional insight on product performance you can apply to your omnichannel strategy. 

Understanding product reviews

To start collecting customer feedback, you’ll first need to enable product reviews in eCom. Afterwards, when a customer has purchased a product from your online store and the order status is Paid, they will get a feedback request email prompting them to leave feedback for their recent purchase. You can turn this notification on or off and manage settings in the Marketing > Automated Emails section of your eCom Admin Panel.

Unless the customer checks out as a guest, a customer account will be automatically created for their email address, allowing them to view their order history and leave reviews or ratings for purchased products anytime. Ratings can be left without a text review.

When new product reviews or ratings are submitted, you can review and publish them to your online store, where they’ll be visible to customers on the product grid and on the related product page.

Enabling product reviews in eCom

To enable product reviews in your online store:

1. Navigate to your eCom Admin Panel.
2. From the side menu, click Settings > General > Cart & Checkout.
3. Toggle Product reviews to Enabled.

   

Turning off product reviews

If you want to turn off the product reviews function, click the toggle again to revert. When product reviews are Disabled in eCom, you won’t be able to see reviews or ratings in your eCom Admin Panel, existing reviews and ratings will be hidden in your online store, and customers won’t be able to submit new reviews.

Managing product reviews in eCom

When a customer leaves a review for a product purchased from your online store, you’ll receive an email notification letting you know a new review has been submitted. In your eCom Admin Panel, you can view and manually publish reviews to make them visible in your online store, see related order and customer info for more context, and delete published reviews when needed.

To manage reviews in eCom:

1. Navigate to your eCom Admin Panel.
2. From the side menu, click My Sales > Product Reviews.
3. (optional) Filter reviews by product name, SKU, order number, or customer info using the search field.

   

4. To publish a review in your online store, click Publish or click the Actions dropdown to view the related order, customer, or product or delete the review.

   

   You can also bulk publish or delete reviews by selecting the checkboxes next to the reviews then clicking an option in the Mass Update dropdown menu.

   

   Make sure to check regional legislation on managing and deleting reviews. Deleted reviews cannot be restored.

To manage reviews on a specific product:

1. In your eCom Admin Panel, navigate to My Sales > Orders.
2. Click the arrow on the right side of the order row to access the order page.

   

3. On the bottom right of the order page under Product reviews, click Check all for this order.

   

Turning off reviews for certain products

You may not want or need reviews enabled for all of your online products. To turn off reviews for a specific product:

1. In your eCom Admin Panel, navigate to Catalog > Products.
2. Click the arrow on the right side of the product row to access the product page.

   

3. On the bottom right of the product page, toggle off Reviews for this product.

   

Managing feedback request emails

Enabling product reviews in your online store also automatically enables feedback request emails to help you gather valuable feedback from your customers. The feedback request email is sent to customers four weeks after their order status changed to Shipped or one day after the order status changed to Delivered, whichever comes first.

To manage your feedback request email settings or turn them off:

1. In your eCom Admin Panel, navigate to Marketing > Automated Emails.

   

2. Under Increase loyalty and drive repeat purchases, toggle Feedback request on or off.

   

3. Click Manage to adjust your email details and sending time, attach discount coupons, add social media links, or edit the email template on the Customer Feedback Request page.

   

What’s next?