SHOPLINE's product review feature allows customers with completed orders to submit text and image reviews, which are displayed on your online store's product detail page. In the SHOPLINE Admin, you can manage reviews, bulk export/import them, and adjust review rules, such as auto-hiding reviews or offering review rewards. By collecting genuine, positive feedback, you can attract potential customers and drive more sales to your online store.
Before you begin, please note:
- 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'll find:
- FAQ
- How to manage product reviews?
- How to bulk export product reviews?
- How to bulk import product reviews?
- How to set up product reviews?
- How do customers submit reviews?
- How to view the record of the product review reward?
- Notes
1. FAQ
Q1: Where can customers submit product reviews?
Customers must first sign up as online store members. After logging in, a "Write a review" prompt will appear on the Order page for orders with the "Completed" status. They can click it to write a product review. For details, please refer to the 6. How do customers submit reviews? section.
Q2: How do I offer review rewards (e.g., store credits) to customers?
Go to SHOPLINE Admin > [Products & Categories] > [Product Reviews] and click the Product Review Setting button. After enabling the "Product Review Reward" feature, you can select store credits or member points as the reward type. For details, please refer to the Product Review Reward section.
Q3: Can customers delete their reviews and submit a new review for the same order?
A: Customers cannot delete published reviews or submit a new review for the same order. If you don't want a review to be displayed on your online store, you can hide it on the "Product Reviews" page in the SHOPLINE Admin. For details, please refer to the Hide or bulk change review status section.
2. How to manage product reviews?
On the "Product Reviews" page in the SHOPLINE Admin, you can view all product reviews for your online store, adjust how they are sorted, hide reviews, and more.
Step 1. Go to Product Reviews page
In SHOPLINE Admin, go to [Products & Categories] > [Product Reviews] to see all product reviews on the online store.
Step 2. Adjust review sorting
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. Hide or bulk change review status
Click Hide to put the product review out of sight. You can also select multiple review entries to change their publish status in bulk.
3. How to bulk export product reviews?
You can use this feature to select specific products and conditions to bulk export product review data for backup or organization purposes.
Step 1. Click Bulk Export
Go to SHOPLINE Admin > [Products & Categories] > [Product Reviews], and click Bulk export.
Step 2. Select the products to export reviews for
Select the products you want to export reviews for. You can search by product name or SKU, or filter by product tags or product categories.
*Notes:
- You can select up to 100 loaded products.
- Hidden products are currently not supported in this section.
Step 3. Filter reviews and confirm the export
After selecting products, filter the review date and review criteria, then click Export.
Step 4. Check the progress and download the report
Go to SHOPLINE Admin > [Report & Analytics] > [Bulk Action Process] to check the export progress. Once the status shows "Done", you can click Download to get the report.
The system will send a download link for the product review report to your email address, or you can click Download here.
Step 5. View the report fields
The report includes the following fields:
- Product Name: Displays the name of the product.
- Product ID: Displays the product ID.
- Customer Name: Displays the customer's name.
- Rating: Displays the star rating (1-5).
- Review Content: Displays the text comment of the review.
- Review Date: Displays the review date. Defaults to UTC+0, in the format YYYY/MM/DD.
- Review Image URL: Displays the URL of the review image if image upload reviews are enabled.
4. How to bulk import product reviews?
If you want to import custom reviews for multiple products at the same time, you can use the "Bulk Import" feature to process them.
Step 1. Click Bulk Import
Go to SHOPLINE Admin > [Products & Categories] > [Product Reviews], and click Bulk import.
Step 2. Download the template
On the "Bulk Import Reviews" page, click Download template.
Step 3. Fill in the product review information
Open the file and fill in the information as instructed.
- Product Name: The name of the product. Optional field, and importing it will not change the existing product name.
- Product ID: The product ID. Required field. Enter the product edit page in the Admin to find the 24-character alphanumeric ID in the URL, as shown below.
*Note: Importing reviews for product sets and add-ons is not supported. If you import reviews for these product types, the import failure reason in the report will show "Product ID does not exist".
- Customer Name (required): The customer's name.
- Rating (required): The product review score.In the format of an integer from 1 to 5.
- Review Content (required): The text content of the product review. Required field.
- Review Date: The date of the review. Defaults to UTC+0, in the format YYYY/MM/DD.
- Review Image URL (optional): The URL of the product review image.For multiple image URLs, separate them with a line break within the same cell. You can enter up to 9 URLs.
- Import Failure Reason: Automatically generated by the system upon failure. No need to fill this in.
Step 4. Upload the file
After completing the file, go back to the "Bulk Import Reviews" page and click "Select File" to upload.
*Notes:
- Only xlsx. files are supported.
- Each file can contain up to 1,000 product reviews, and the file size must be less than 10MB.
- Files exported using "Bulk export" cannot be uploaded here directly. You must use the "Bulk import reviews template" to upload the file.
Step 5. Check the import progress
Once the upload is complete, the system will display the following notification.
You can go to SHOPLINE Admin > [Report & Analytics] > [Bulk Action Process] to check the import progress. If the import fails, click Download Failure Report to view the reason for the error.
*Note: You cannot import another file until the previous import task is complete.
Step 6. Confirm the imported reviews
If the import is successful, you can go back to the "Product Reviews" page to confirm the imported review content.
*Notes:
- The product review list is displayed by default according to "Rated date", not "Review creation date". As a result, the most recently imported reviews may not appear at the top of the first page, as shown below.
- Customer reviews on the product detail page are first sorted by rating from highest to lowest. Reviews with the same rating are then sorted by review time from newest to oldest.
5. How to set up product reviews?
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.
-
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.
-
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.
-
"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.
-
"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.
-
"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.
-
The 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
Customers are not required to upload images with their reviews/must upload at least on image to qualify for a review 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.
6. How do customers submit reviews?
Customers must sign up as online store members and have an order with the "Completed" status to review the products in that order.
Step 1. Go to the Order page
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. Write and publish the review
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. Complete the review
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.
*Note: Customer reviews on the product detail page are first sorted by rating from highest to lowest. Reviews with the same rating are then sorted by review time from newest to oldest.
7. How to 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.
8. 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
- Slider 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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Last updated: 22 October 2026
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