Use the correct customer or review record and follow your store’s support process.
Review submissions
Open Reviews and filter or search by reviewer, text, or product. Read the full review before acting.
- Use Approve or Reject according to your moderation policy.
Write a public reply
Enter a reply and choose Save reply when appropriate.
- Replies are public; do not include private order or contact details.
Open conversations
Go to Inbox and select the relevant conversation. Read its history before responding.
- Check the customer identity and channel.
Resolve the actual issue
Check the related order or product before making a promise. Send the response through the available conversation controls.
- Confirm the message appears in the conversation and avoid duplicate replies.
CHECK YOUR WORK
You’re ready when…
- Moderation matches your policy.
- The reply addresses the correct customer issue.
IF SOMETHING DOESN’T LOOK RIGHT
Troubleshooting
Why is a review not on the storefront?
Check approval status and whether the theme or app displays reviews for that product.
Why is a control missing or unavailable?
Confirm that you are in the correct store and that your role allows this action. Optional apps and channels may require installation, a plan, or activation. Share the screen name and error with support if access is still unclear.