Reviews appear on your shop page and on each product, and they do a lot of your selling for you. You do not need to chase them. The site invites your customers for you. Here is how that works and what to do when a review comes in.
How invitations work
- When you mark an order Completed, the site waits about two weeks so the parcel has arrived and been enjoyed, then emails the customer inviting them to review each product they bought.
- You get a Review Invitation Sent notification when that happens.
- Each customer is invited once per product, and if an order is more than about a month old by the time it is completed, no invitation goes out.
The practical point: complete your orders promptly. An order that is never marked completed never triggers an invitation. Visit – After a sale which covers the order statuses.
Where reviews appear
The Reviews tab lists every product review and shop review with its star rating and comment. Some show Rating only, no comment left, which is common and still counts. You also get a Product Review Submitted notification each time.
Replying to a review
Click Reply publicly to this review, write in the Your reply box and click Post reply. Your reply is shown next to the review on your shop, so every future shopper reads it too. You can change it later with Edit reply.
- For a good review, a line of thanks is plenty. Mention the item by name if you can.
- For a concern, acknowledge it, say what you will do, and take the detail into Messages. A calm, helpful reply under a critical review often does more for your shop than the review does against it.
- Never argue in a reply. Shoppers are reading how you handle problems, not who was right.
A review that seems unfair
We do not remove reviews because they are low. If a review breaks the rules, for example it is abusive, is about a different shop or has nothing to do with the product, raise a ticket with the order number and we will look at it.
Getting more reviews
- Dispatch when you said you would, and add tracking so the customer can see it coming.
- Pack well. Most poor reviews are about damage or delay, not the item.
- A short handwritten thank-you note in the parcel works. Asking for five stars, or offering a discount for a review, does not, and is not allowed.