Some of your best reviews start as unhappy ones. When you've fixed a customer's problem, ask them to take another look: one click emails them a link to update their own review.
Where | Reviews ▸ Product reviews ▸ a review's popup ▸ Customer card ▸ Ask to edit their review |
How often | Once per review |
Plans | Starter and up |
Fix it first, then ask
Send the request once the problem is solved: the replacement has arrived, the refund has landed, or you've answered their question. Asked before the fix, it reads as pressure. Asked after, customers often raise their rating on their own.
Reply to the review first, so the request follows your words. A public reply shows every shopper how you put it right, as Reply to reviews explains.
Send the request
➀ Their email address. Where the request goes. Reviews without an email address don't show the link.
➁ Ask to edit their review. Sends the email right away. The link then reads Edit request sent, with the date and time.
The review's timeline records who asked, and when. Store reviews don't take edit requests.
If the popup says | Because |
The edit request email is disabled in Settings | The Review edit request email is off in Settings ▸ Emails. |
The customer unsubscribed from emails | They asked for no more emails from your store. |
Emails to this customer bounce | Their address doesn't take mail. |
This address is on your email blocklist | You blocked it in Settings ▸ Emails. |
Nothing is sent in these cases, so you can try again once the cause is fixed.
The email they get
➀ Heading. Names the product they reviewed.
➁ Your words. Change them in Settings ▸ Emails ▸ Review edit request, with the subject and preview text. Keep Quoli's wording and it's translated into your email language.
➂ Edit your review. Opens their review on your review form, filled in. No account or password needed.
It comes in your brand, from your sender address, like every Quoli email.
When they update it
On the form they can change their stars, title and text, their answers to your review questions and their name, and add or remove photos and videos. Their changes apply as soon as they save:
A published review stays live with its new words, and your star rating updates. It isn't held for your approval again.
A review still waiting for approval keeps waiting.
Your reply stays under it.
The review's timeline adds "name edited their review", so you can see when it changed.
💡 Tip: Make it part of your support routine: fix the problem, reply to the review saying what you did, then send the request from the same popup. It takes two minutes, and your rating shows how you treat customers today.