Collecting and managing product reviews and customer replies

Customer reviews and verified product ratings are the strongest trust signals a first-time shopper looks for before clicking checkout or committing to cash on delivery. In Storix, product reviews are not just static decorative stars on a catalog page; they are a complete operational feedback loop spanning automated review collection after delivery, admin moderation rules, public merchant replies, and pre-purchase product questions.

Open reviews in the merchant console under Products ← Reviews & questions or directly via /admin/products/reviews, guarded by the marketing.reviews permission and your store's plan entitlement. The screen provides two dedicated workspaces: the Reviews tab to inspect, approve, or reject customer star ratings, and the Questions tab to answer shopper inquiries before they buy.

Configure review moderation rules

Click the settings button at the top of the reviews screen to choose how customer submissions are handled across three distinct moderation policies:

• Hold low ratings for moderation (ModerateLowRating): The recommended balance for active stores. High ratings (4 and 5 stars) publish to your storefront immediately, while reviews below your chosen rating threshold (such as 1, 2, or 3 stars) queue up under the Pending tab for team review before public display.
• Moderate all reviews (ModerateAll): Every submission remains hidden until an admin manually approves it. Useful for stores in regulated categories or during high-risk promotional launches.
• Auto-approve all reviews (AutoApproveAll): Submissions publish instantly without waiting for team intervention.

Replying to buyer reviews and resolving negative feedback

When a buyer leaves a critical review or highlights a delivery issue, click the Reply button on the review row in the admin console. A calm, professional merchant reply acknowledging their experience and offering a concrete resolution (such as a replacement item or customer care ticket) renders directly beneath the customer's comment on the storefront product block. This transparency shows prospective buyers that your store stands behind its merchandise.

Pre-purchase product questions and answers (Q&A)

In addition to post-purchase reviews, shoppers browsing your storefront can ask questions about sizing, materials, or compatibility. From the admin Questions tab (/admin/products/reviews?tab=questions), your team can answer incoming questions with verified merchant responses. Published answers appear on the product page, reducing repetitive inquiries across WhatsApp and phone support channels.

Frequently asked questions and troubleshooting

• Why are customer reviews not showing on the storefront product page? Ensure your subscription includes the reviews feature (marketing.reviews.enabled) and verify that submitted reviews have been approved. Pending reviews remain private until approved or until auto-approval rules publish them.
• Can store staff edit a customer's review text? For customer trust and catalog integrity, review text cannot be altered by store administrators. You can approve the review, reject inappropriate content, or submit a public merchant reply.
• How do helpful votes work on the storefront review block? Shoppers can tap the "Helpful" button on detailed reviews. Reviews with higher helpful counts are promoted toward the top of the storefront review section to guide buyer decisions.
• When is the best time to request a customer review? The ideal moment to invite review submissions is after delivery confirmation, ensuring the buyer has unboxed their purchase. You can also incentivize reviews by awarding bonus loyalty points upon review approval.

Related lessons: writing high-converting descriptions to incorporate buyer quotes, and setting up loyalty points to reward customers for approved product reviews.