With SHOPLINE's product review feature, you can adjust the rules for writing online store reviews, such as uploading review images, offering Product Review Rewards, etc. Invite customers to provide genuine feedback to impress future customers and drive more sales to your online store.
⚠️ Notes:
- For stores that have enabled the layout engine, please refer to the document for code adjustments or contact the Online Merchant Success Team for assistance.
- This feature currently does not support Express Checkout Page and One-Page Store.
In this article, you will be introduced to the following:
- Manage product reviews
- Product review setting
- How customers submit reviews
- View the record of the Product Review Reward
- Notes
1. Manage product reviews
Step 1
In SHOPLINE Admin, go to [Products & Categories] > [Product Reviews] to see all product reviews on the online store.
Step 2
Click the drop-down menu at the top left to adjust the sorting order.
*Note: If you click on the order number of an archived order, you will be redirected to the order's order details page on the "Archived Orders" page.
Step 3
Click Hide to put the product review out of sight. You can also select multiple review entries to change their publish status in bulk.
2. Product review setting
Click the Product Review Setting button. To learn more about manually creating reviews (shown in the blue button), please see Manually-created and Import Product Reviews.
In "Product Review Setting", you can switch on or off the "Product Review" feature. When enabled, the system will display the reviews on the product detail page (the option cannot be unchecked). You can choose whether to display the reviews on the product listing page.
*Notes:
- The product listing page includes all product pages, product category pages, search result pages, and promotion pages.
- If the product label displayed on the product detail is sourced externally, this feature is not supported.
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To display product reviews on the product listing page, please change your store template to one of the following templates. Please note that other templates do not support displaying product reviews.
- Philia
- Varm
- Kingsman
- Ultra Chic
- Sangria
- Bianco
On the setup page, you will find three features - "Auto hide reviews, Publish product review media, and Product Review Reward."
i. Auto hide review
Once you switch on the toggle, reviews that score within the selected number of stars will be hidden from the online storefront.
*Notes:
- The feature hides all new reviews with 1-3 stars by default.
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The setting will only apply to newly submitted reviews. To adjust the display of past reviews, please see Step 3.
ii. Publish product review media
The system defaults to text product reviews. Please switch on this feature if you want customers to include images for reviews and show their images at the storefront.
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"Publish Product Review Media" & "Upload Product Review Media" are OFF
This is the system's default mode. Customers can only use text to comment on products; the product detail page will only display text product reviews.
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"Publish Product Review Media" ON; "Upload Product Review Media" OFF
Customers can only use text to comment on products, and can no longer upload images, but the previous image product reviews will still appear on the product detail page of the online store.
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"Publish Product Review Media" & "Upload Product Review Media" are ON
Customers can use text and upload images to review products, and the online store product detail page will also include all text and image product reviews.
iii. Product Review Reward
To encourage customers to write reviews, you can switch on this toggle and use store credits and member points as incentives to reward customers who complete their reviews.
*Notes:
- This feature is available for stores using the CRM - Credits or the Rewards & Store Credits Loyalty Program (HK) module.
- Please make sure the store credits master toggle ([Customer Management] > [Store Credits]) has been switched on to offer the reward.
- Please make sure the member points master toggle ([Customer Management] > [Member Points]) has been switched on to offer the reward.
- The Product Review Reward is based on the entire order; customers can get the reward after completing all product reviews of the order.
A. Store credits
If you select store credit for the reward type, please set the credit amount and validity period, and click Update after completion.
B. Member points
Please set the points to be distributed if you select store credits for the reward type. Click Update upon completion.
*Note: The validity period of reward member points is the same as the point expiry date you set in Points Settings.
To learn more about setting the point expiry date, please see Member Points.
C. Word count requirement
Customer reviews can be of any length or must meet a minimum word count to qualify for a review reward. If you select "Specific word count required", please enter a number between 1 and 2000.
*Note: Product reviews over 2000 words are currently not supported.
D. Review time range limit
Customer review time can be at any time or must be within certain days to qualify for a review reward. If you select "Within the specific days of order completion", please enter a number between 1 to 180.
*Notes:
- The review reward time range can be set up to 180 days. Customers can still write a review after the time range but will not qualify for a reward.
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Time range limit will expire at 23:59 every day. Please refer to the examples below.
Order status changes to Completed Specified duration to write a review Write a review before Order A 8/6 10:59 30 days 9/5 23:59 Order B 8/6 23:10 7 days 8/13 23:59
E. Image requirement
Cuustomers are not required to upload images with their reviews/ must upload at least on image to qualify for a reviwe reward. If you select "At least one image required", remember to enable the Upload Product Review Media button or this setting will not take effect.
Once done, click the Update button at the bottom right corner.
3. How customers submit reviews
Step 1
If the customer has signed up as an online store member and has an order status as "Completed," they can click Write a review on the Order page to proceed.
*Note: If you have not switched on the toggle for Product Review Reward, the reminder "Get xx member points/store credits after review" will not appear.
Step 2
Customers can rate the product from 1 to 5 stars and write a review within 2,000 characters. If you have enabled the "Upload Product Review Media" feature, customers can also upload up to 9 images. Upon completion, click Send to submit the review.
*Notes:
- If the review exceeds the character limit, the content will not be shown completely. For example, if a customer writes a review with 2020 characters, the last 20 characters will not be shown.
- The star rating is required, while the comment and image are optional.
- The order number of archived orders will not display in the "Orders to review" section.
If you have set Word count requirement, Review time range limit, and Image requirement, the system will display a yellow-highlighted reminder indicating the reward rules. Click to view the details.
Step 3
Upon sending the review, you will be redirected to the review completion page.
*Note: If you have not switched on the toggle for Product Review Reward, the reminder "Congrats and you will get xx store credits/member points later" will not appear.
Customers can browse the product reviews under "Customer Reviews" on the product Details page of the online store.
If you have checked "Product listing page (All/ Categories/ Search results/ Promotions)", you can also view the star rates and number of reviews on the aforesaid pages.
4. View the record of the Product Review Reward
*Note: This feature is available for online stores using Product Review Reward.
Customers who have left reviews can see their reward records via the Member Points/ Store Credits tab in the Member Center.
You can also check the reward records in the Admin > [Customer Management] > [Customers] > View > Member Points/ Store Credits section.
5. Notes
- Customers can get rewards for each sub-order product review if they check out products with multiple attributes. Please check Multi-Attribute Products Order Checkout to learn more details.
- Customers cannot leave product reviews for the following order cases:
- Smart OMO orders
- Open API orders
- POS return orders
- Orders with only custom products in the online store
- Orders with only free gifts
- SHOPLINE Admin > [Customer Management] > [Customers] > Import Report.
- If you have checked "Product listing page", the star rates and number of reviews will be displayed in the following widgets.
- Product List widget
- Siider widget
- Product With Text widget
- Sales Combo widget
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Staff members can perform different actions based on their permissions.
Product & Categories permissions Available actions Nil Unable to view the "Product Review Setting" page. View Able to view the "Product Review Setting" page, but unable to perform any actions. Product & Categories
(View, Add/Edit, Delete, View Logs)Able to enable, edit, save, and disable product review related settings.
- Hidden/ Deleted reviews will not be calculated in the total rating and the total number of products.
- Add-on products and gifts do not support customer reviews.
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