Replying to reviews
Respond publicly to a customer's review from the admin
Public replies from the store owner are one of the highest-trust signals on a review widget. A thoughtful reply to a negative review often converts the shopper reading it more than a perfect 5-star streak would. The app lets you reply to any review from the admin — the reply shows directly under the customer's review on the storefront.
Writing a reply
- Open the review from the Reviews page in your admin
- Find the Merchant reply field on the review detail page
- Write your response and save
The reply appears immediately on the storefront under the customer's review, styled as a "Store response" box.
Updating or removing a reply
- To update, just edit the Merchant reply field and save again
- To remove, clear the field entirely and save
What makes a good reply
- Personal, not templated — "Thanks Sarah!" beats "Thanks for your review!"
- Address specifics from the review — shows you actually read it
- For negative reviews: acknowledge the issue, apologize where appropriate, explain what you've done or will do, and offer to make it right offline. Don't argue publicly.
- For positive reviews: brief, warm, and grateful. A one-liner is fine.
When to reply
- Always for negative reviews — these are the highest-impact replies
- Often for positive photo reviews — encourages more photo reviews
- Occasionally for plain positive reviews — too many "thanks!" replies can feel performative
Visibility
Replies are public. Customers can't reply back through the widget, so this is a one-way "store response." Keep that in mind when handling sensitive situations — for back-and-forth, follow up by email.