After an order is delivered, the review request asks the buyer what they thought. Reviews from verified buyers go live by themselves, and everything else waits in Reviews & Q&A for you to have a look.
Looking after reviewsLink to Looking after reviews
In your back office: Reviews & Q&AUnder Reviews, the tabs show Waiting, Published and Hidden. Reviews from verified buyers go live on their own. Everything else waits under Waiting until you’ve had a look.
- Publish puts a waiting review on its product page.
- Reply adds your answer under it, for everyone to see.
- Hide takes it off the shop, with a reason, and keeps it under Hidden. Show again puts it back.
- Delete removes it for good, with a reason. Hide it instead if you might want it back.
If reviews have waited over 2 weeks, a note at the top says so. A review that’s never looked at is as hidden as one taken down, so deal with them, good and bad alike.
Publishing several at onceLink to Publishing several at once
Tick the reviews you want, or Select all on this page, then press Publish, Hide or Show again with the number chosen. Hiding several asks for one reason for them all.
With nothing ticked, Publish all puts every waiting review live, whatever its stars. It’s only there when no search or filter is on, so it never reaches reviews you can’t see.
Finding a reviewLink to Finding a review
Search reviews, names or products, and use the filters: Stars, Product, and Your reply, which shows the reviews that Needs a reply or are Replied. Clear filters shows everything again.
Replying to a reviewLink to Replying to a review
Press Reply, write as the shop, and press Post reply. Your reply shows under the review on the product page. Edit changes it, and saving it empty takes it away. The reviewer isn’t emailed.
If AI help is on, Suggest a reply offers a first go, which you can change before posting. AI helpers says more.
Why a review can come downLink to Why a review can come down
Hiding or deleting a review asks Why is it coming down?. The choices are:
- Spam, adverts or links
- Rude, hateful or threatening
- Shares someone’s personal details
- Not from a real customer
- Not about this product or the shop
- The same review twice
- The reviewer asked for it to come down
- Something else
A review can’t come down just because it’s negative: UK law treats that as misleading buyers. Your reason stays with the review, under Why it’s hidden, and in your Activity. A few words is for your own records, and buyers never see it. Something else needs those words.
Reviews hidden by HandsoldLink to Reviews hidden by Handsold
If Handsold’s team hides a review after a report, it shows as Hidden by Handsold, with the reason. It stays hidden: you can’t show it again, delete it or tick it for a group action.
Think it should come back? Press Get in touch on the review.
Verified buyers and photosLink to Verified buyers and photos
A review is from a Verified buyer when it comes from the link in a review request, or from someone signed in whose order it is. Verified reviews go live straight away, can have photos, and link to Their order. Everything else says Not a verified buyer and waits for you.
Each review also shows how many people found it helpful.
Your rating over timeLink to Your rating over time
The top of Reviews & Q&A shows your average stars across your published reviews. Under the list, Your rating over time shows the average of the reviews published each month over the last year, and how the last three months compare with the three before.
Only published reviews count, as on your shop.
QuestionsLink to Questions
Buyers’ questions about products are under Questions, in Waiting, Answered and Hidden.
- Write your answer and press Publish answer. The question and answer go on the product page, and the buyer gets an email. Editing an answer later doesn’t email them again.
- Suggest an answer offers a first go, if AI help is on.
- Hide takes a question off the shop, and Bring it back returns it. Delete removes it for good.
Asking for reviewsLink to Asking for reviews
The Review request email in Automations goes after delivery, or after payment for downloads. It has stars to tap for each thing they bought and a private link, so they don’t need to sign in, and their review counts as from a verified buyer.
Each order is asked once. Buyers can tap a link to stop review requests, and then they’re never asked again. Order emails still reach them.
Showing reviews on your shopLink to Showing reviews on your shop
Published reviews show on their product page, with the average stars. To show reviews on your home page too, add a Reviews or Kind words section in the design editor.
Keeping it fairLink to Keeping it fair
- Publish genuine reviews, good and bad. Don’t hold one back because it’s negative: reply to it instead.
- Don’t leave waiting reviews unread for weeks.
- Only hide or delete a review for one of the reasons on the list.
- Don’t review your own products, or ask friends to.
- Don’t offer discounts or gifts for reviews unless the review says so clearly.
These follow the UK’s rules on consumer reviews, which treat hiding genuine bad reviews as misleading buyers.