A reply turns a review into a conversation that future shoppers get to read. Stores that respond, especially to criticism, convert better, because the reply shows there is a human behind the brand who will be there after the sale too.
Reply to a review
Open Reviews, then Manage.
Find the review and click Reply.
Write your response.
Choose how it goes out:
Send public reply. Appears under the review on your storefront, visible to every shopper.
Send private reply. Goes to the customer by email only. Right for refunds, order details, or anything personal.
The customer gets notified of your reply by email, using the reply notification template from your email library.
[SCREENSHOT: Reply form on a review]
Let QI write the first draft
On the Unlimited plan, click Generate QI reply and QI drafts a response based on the review's content, rating, and tone. Edit before sending, you have the final say. Each generation uses one QI action from your plan's allowance.
The draft is a starting point with the right structure and warmth. Add the one specific detail only you know, like the restock date or the name of the fabric, and it stops reading like a template.
Reply in bulk
Select several reviews and choose Reply from the bulk bar to send one response to all of them. Good for clearing a backlog of short praise. Keep bulk replies generic by design, and handle anything critical individually.
What to say
Positive reviews. Thank them, reflect one detail back, and invite them again. Two sentences is plenty.
Negative reviews. Acknowledge, take responsibility, state the fix, and move specifics to a private reply. Never argue. You are writing for the next hundred readers, not the one reviewer.
After you fix an issue, send a review edit link so the customer can update their rating themselves.
š” Tip: Set aside one weekly slot for replies and answer the critical ones first. Recency matters, a reply within a few days reads as care, a reply after three months reads as damage control.