Reviews and ratings

Products → Reviews is where customer reviews arrive and where you moderate them.

At the top: the average rating, the total, how many are pending and how many are approved. Below, the tabs are the states a review can be in: All, Pending, Approved, Hidden, Rejected.

Only buyers can review

A review can only be left by someone who bought that product from your store. There is no form for a passer-by, which is the simplest protection against invented reviews and the reason a rating on your storefront means something.

Publishing

One setting decides what happens to a new review: it is published as it arrives, or it waits in Pending for you. Auto-publishing keeps your product pages current with no work; holding them lets you read everything first. Either way you can hide a published review afterwards, and hiding is not deleting.

Replying

Every review takes a reply from you, shown under it with your store's name. A calm reply under a complaint is read by everyone who comes after, which is why it is worth more than the review itself.

What shows on your storefront

Approved reviews appear on the product page, and the average rating appears on the product and in listings. Only approved reviews count towards it, so a pending or hidden review changes nothing a shopper sees.

If it does not work

• Reviews is not in your sidebar: it needs Professional. See plans and what is in each.
• A customer says they cannot leave a review: they must have bought that product with the account they are signed in with.
• No reviews yet: the page shows dashes rather than zeros until the first one arrives.
• A review you hid is still in the list: hiding takes it off your storefront, not out of your dashboard. The Hidden tab is where it lives.

Email support@shoponent.com with your store name if anything here does not match what you see. We read and answer every message.