A reply shows shoppers there's a real team behind the store. Thank the happy customers, and respond to negative or bad reviews where everyone can see you made it right.
Where: Reviews ▸ Product reviews: Reply on a review, or the Reply card in its popup
One reply: Per review, in plain text, up to 2,000 characters
Plans: Every plan. Draft with QI needs Advanced and up.
Write your reply
➀ Draft with QI. QI writes a reply from the review, typed into the box for you to edit. Once posted, it's marked QI draft.
➁ Your reply. Thank them, answer their question, or say what you'll do about a problem.
➂ Who sees it. Public shows under the review on your store. Private goes only to the customer, by email, so it needs their email address.
➃ Also email it. Sends a public reply to the customer too.
➄ Post reply. Saves it. A public reply shows on your store once the review is live.
You can reply to a review that's still waiting for your approval. The email is your Reply notification, which you can word in Settings ▸ Emails.
After you post
Your reply shows under the review in Reviews, with who sees it and whether the customer got it by email.
Emailed to the customer, and the date. The email went out.
Not emailed. You didn't ask for an email.
Not emailed, with a reason. There's no email address, the address bounces, the customer unsubscribed, the address is on your blocklist, or your reply emails are off.
Edit changes the reply, and can email it again. Delete reply removes it from your store: if it was emailed, the customer keeps their email. A reply emailed as private stays private, since the customer was told only they would see it. The review's timeline records each reply and email.
What shoppers see
➀ Reply from your store. Under the review, with your store's name and when you replied.
Replies show under reviews in your widgets and in the review popup. To hide them on product pages, turn off Show store replies in the PDP Reviews Widget's block settings. Store reviews don't take replies.
Who's waiting for an answer
The Needs reply view in Reviews lists published 1 to 3 star reviews without a reply, and Home counts them in Needs attention. Replying takes a review off the list.
💡 Tip: For an unhappy review, say what went wrong and what you've done about it, in two or three sentences. Future shoppers read your reply as much as the review.