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, either through push notification or in-app notifications, requesting a review.
Customers can leave a rating from one to five stars, and have the option to leave 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.
After your customer leaves a product review, reviews may be pre-screened to help make sure they follow the Shop Product Review Policies. Shop isn't responsible for the content, accuracy, or reliability of the reviews that you receive.
On this page
Manage your Shop product reviews
Reviews are visible in the Shop channel to staff members who have the Customers permission.
Each of your products that display 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.
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.
Reply to Shop product reviews
You can reply to a Shop product review in your Shopify admin. Your reply may be 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, and then click the review that you want to reply to.
In the Reply to this review field, type your reply up to 1,000 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, and then click the review that you want to edit or delete.
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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.
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 customer 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, and then click the review that you want to report.
Click the … icon, top right of 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, then it no longer displays in your Shopify admin.
Reviews on purchases outside of Shop
By default, customers can review products that they purchase both through the Shop app, and on 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.
Click Settings.
In the Shop reviews section, select or deselect the Reviews on purchases outside of Shop checkbox.
Display partner app collected reviews on Shop
You can display reviews collected by the partner apps Loox, Okendo, Judge.me, Yotpo, and Stamped.io on Shop. Reviews left for your products through these partner apps automatically display on Shop, and are included in Shop average ratings.
You can check the number of reviews from your partner app that are published to your Shop Store from the Reviews page of the Shop channel.
You can manage your product reviews from a partner app in the partner app's admin. If Shop doesn't display in the partner app admin, or your partner app reviews don't display in Shop, then contact the partner app for support.
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, both from Shop app and any supported partner app. |
| 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. This rating wiil include reviews collected in Shop app and reviews from your partner app if you are displaying them in Shop. |
| Partner app reviews | If you have a supported partner app installed, then this metric displays the number of reviews displayed in Shop that were collected through your partner app. |
Shop average ratings
Shop average ratings are calculated using the following information:
- Shop product reviews with text displayed in Shop
- Shop product reviews with little or no text that aren't displayed in Shop
- Reviews from partner apps that meet Shop's moderation and verification standards, including reviews displayed in Shop, and reviews not displayed in Shop
Reviews included in the average rating calculation may be subject to Shop’s verification and moderation standards. Any review that's reported and deemed to be violating Shop’s Product Review Policies isn't included in the calculation.
Shop review automations with Shopify Flow
You can use the Shop Review Published trigger to create automations in Shopify Flow that run whenever a Shop review is collected and published. The trigger can be found in Flow after you have the Shop channel installed by searching for Shop under Installed App Triggers.
The Shop Review Published trigger provides the workflow with review data such as the body, rating, product variant ID, line item id, display name of the reviewer, and the timestamp for when the review was submitted. It also provides the workflow with the Shopify product, order, and shop data.
You can use the Shop Review Published trigger to create useful workflows such as having a staff member notified when a review was published in Shop. To find and install example templates from the Flow template browser, filter Apps by Shop.
You can install Shopify Flow from the Shopify App Store. Learn more about Shopify Flow.