Product reviews
After a customer purchases a product through the Shop app or your online store, they can leave a product review in the Shop app. Product reviews help you collect feedback about your store and products, and can provide your customers with helpful information when considering a purchase. Only Shop customers that have purchased a product from you are allowed to submit a review.
Customers receive a notification on their device requesting a review within one of the following timelines:
- Seven days after the order has been delivered, if the order has tracking information.
- Fourteen days after you fulfilled the order, if tracking information isn't available.
Customers can leave a rating from one to five stars, alongside a comment up to 1,000 characters long. Reviews and average star ratings are public, and are displayed on the product details page in the Shop app.
Each of your products that appear in Shop are eligible for review. You can't opt out of receiving product reviews if you sell products on Shop. If you don't want to sell products on Shop, then you can manage your shopping settings in the Shop channel.
After your customer leaves a product review, it's screened before being published to help make sure it follows the Shop Product Review Policies. Shop isn't responsible for the content, accuracy, or reliability of the reviews that you receive.
If you believe a review violates the Shop Product Review Policy, Shop Terms of Service, or otherwise violates the law, then you can report a review.
Reviews on purchases outside of Shop
By default, customers can review products that they purchase both through the Shop app, and your online store. You can activate or deactivate reviews for purchases made on your online store.
Steps:
From your Shopify admin, click Settings > Apps and sales channels.
From the Apps and sales channels page, click Shop.
Click Open sales channel.
In the Sell with Shop section, select or deselect the Reviews on purchases outside of Shop checkbox.
Reply to Shop product reviews
You can reply to a Shop product review in your Shopify admin. Your reply is screened before being published to make sure that it follows the Shop product review merchant guidelines.
After your reply is published, it appears in the Shop app underneath the review that you replied to, and the reviewer receives a push notification.
Steps:
From your Shopify admin, click Settings > Apps and sales channels.
From the Apps and sales channels page, click Shop.
Click Open sales channel.
Click Reviews.
Click the review that you want to reply to.
In the Reply to this review field, type your reply up to 1000 characters, and then click Send reply.
Edit or delete a reply
From your Shopify admin, click Settings > Apps and sales channels.
From the Apps and sales channels page, click Shop.
Click Open sales channel.
Click Reviews.
Click the review that you want to edit or delete.
-
Do one of the following:
- Click Edit reply to edit your reply, and then click Edit reply to publish your changes.
- Click Delete reply to delete your reply, and then click Delete reply to confirm deletion.
Report a product review
Shop takes certain proactive and reactive steps to help make sure that reviews that violate the Shop Product Reviews Policies aren't published, or that they're removed. Shop doesn’t modify reviews to change their meaning, but Shop might remove certain parts of a customer's review that otherwise might violate the reviews policies. For example, Shop might remove part of a review that contains a customer's personal information, or obscene language.
If you believe that a review violates Shop’s policies, then you can report a review. Reasons for reporting reviews include the following examples:
| Reason for reporting | Description |
|---|---|
| Unrelated | The review isn’t about the product the customer reviewed, or your store. |
| Spam | The review contains ads, links, or promotional content. |
| Offensive | The review contains inappropriate, sexually explicit, or violent content. |
| Bullying or harassment | The review attacks an individual or group of people. |
| Hate speech | The review contains harmful content based on an individual or group identity. |
| Fraud or scam | The review contains allegations about improper store or buyer behavior. |
| Personal information | The review contains information that could identify the reviewer such as email, phone number, or credit card details. |
| Illegal activities or regulated goods | The review references items that go against Shop Merchant Guidelines. |
| Intellectual property infringement | The review violates intellectual property laws. |
| Conflict of interest | The review is from someone affiliated with your store, or a competing store. |
If any of the above reasons apply, then you can use the following steps to report a review.
Steps:
From your Shopify admin, click Settings > Apps and sales channels.
From the Apps and sales channels page, click Shop.
Click Open sales channel.
Click Reviews.
Click on the review that you want to report.
Click the … icon on the review, and then click Report.
Select a reason for reporting from the drop-down list, and then click Report.
After you report a review, it can take up to five business days for the report to be investigated. You can check the review in your Shopify admin for any updates. If a review is removed, it'll no longer appear in your Shopify admin.
Shop product reviews metrics
You can view metrics about your Shop product reviews from the Reviews page of the Shop channel.
| Metric | What it shows for the date range |
|---|---|
| Collected reviews | Shows the number of reviews captured in the date range you select. |
| Conversion rate | Shows the percentage of reviews customers left for your products after they were notified to review a product in the Shop app. |
| Average rating | Shows the average rating for all of your reviewed products in Shop. |