A review is the last stage of the order journey and the only one the customer chooses to do. Treat it as both marketing and a warning system.
CustomerWrites a reviewRating and comment on the product page.
SystemHeld as PendingNothing shows on the site yet.
ChiselReads itIn admin, Reviews screen.
ChiselApproves or rejectsApproved reviews appear on the product.
ChiselActs on the problemA bad review is usually a real fault.
Where to do it
Admin → Reviews. Three tabs: Pending, Approved, Rejected, with a count on each. Every review shows the product, its picture, the rating and the customer's words.
- Open the Pending tab. Work oldest first.
- Read the review with the product in mind, not the rating.
- Press Approve to publish it, or Reject to keep it off the site.
What to approve
Approve honest reviews, including critical ones. A product with only five-star reviews reads as fake and sells worse.
| Review | Approve? |
|---|---|
| "Good product, delivery was slow" | Yes. Honest, and tells you to chase the brand |
| 3 stars, explains what they disliked | Yes. Useful to the next customer |
| Abuse, or someone's phone number | No. Reject |
| Clearly about a different product | No. Reject |
| A complaint about a damaged item | Reject, and act. Contact the customer — this is a service failure, not feedback |
When a review is really a complaint
A bad review often means a broken process. Follow it back:
- Damaged in transit → tell the brand; the packing may be inadequate
- Wrong item → the brand picked wrongly; check their stock and listings
- "Never arrived" → check the courier status on the order before replying
- "Not as described" → the listing may be wrong. Fix the product page
Do not simply reject and move on. The review is the only signal you get.
What does not exist yet Coming soon
- Customers are not emailed asking for a review. Reviews only come from people who return to the product page by themselves, so there are fewer than there could be.
- There is no reply-to-review feature. To respond, contact the customer directly.
- There is no star rating shown in search or category listings yet.
Back to the order journey