The Reviews tab is where you can see and manage all customer reviews collected through epicSnap. From here, you can browse reviews, filter them by star rating, reply directly to customers, and control which reviews appear on your site.

Navigating to Reviews 

• Click the Reviews tab from the submenu (see Navigating to epicSnap for full steps).
• By default, you’ll land on the All tab section, which displays every review your store has received.
  

Understanding the Review Table

In the All section, reviews are listed in a table with these columns:

• Order Number – The order linked to the review.
• Review Date – The date the review was submitted.
• Name – The customer’s name.
• Email – The customer’s email address.
• Star Rating – The rating given, displayed as shaded stars (e.g., 3 out of 5).
• Visibility – A toggle that lets you show or hide the review on your storefront.

Note: Reviews are sorted newest to oldest by default. Click the Review Date column header to switch between newest → oldest and oldest → newest.

2.1. How To Filter Reviews by Star Rating #

If you want to focus on reviews of a specific rating (e.g., all 1-star reviews):

1. In the top navigation of the Reviews tab, select the rating you want: 1 Star, 2 Stars, 3 Stars, 4 Stars, or 5 Stars.
2. The table will update to show only reviews that match the chosen rating.

2.2. How To View Review Details #

To see the full content of a review:

1. In the review table, click on the review row.
2. A detailed view will appear showing:
   
   • Attached Image (if the customer uploaded one)
   • Order Number
   • Review Source – Where the review came from (e.g., Received through Email)
   • Reviewer Details – Name, Email, Review Date, and Contact Number
   • Customer’s Review – The feedback text shared by the customer
   • Customer’s Star Rating

2.3. How To Reply to Reviews #

You can reply directly to a customer’s review within epicSnap:

1. In the Review Details view, scroll down to the Reply to Customer.
2. Type your reply using the built-in text editor, which includes formatting options (bold, italic, underline, alignment, bullet lists, etc.).
3. To personalize your reply, you can use Merge Tags ↗.
4. When ready, click Send to publish your reply.

2.4. How to Sort Reviews by Date #

1. By default, reviews are displayed from most recent to oldest.
2. To change the order, click the arrows in the Review Date column header:
   • Click once: Sort from oldest to most recent
   • Click again: Sort back from most recent to oldest

Tip: Use this feature to quickly find older reviews or see the latest feedback at a glance.

2.5. How To Show or Hide Reviews in Bulk #

When viewing reviews in the 1-5 star tabs, you can manage visibility for all reviews at once:

1. Go to a star-rating tab (e.g., 1 Star).
2. In the Visibility column header, click the three dots menu.
3. Select either:
   • Show All – Make every review in that tab visible on your site.
   • Hide All – Hide every review in that tab from your site.

Tip: Only hide reviews that are spam or irrelevant. Keeping a mix of positive and negative reviews builds more trust than showing only 5-star ratings.For more best practices, see the Best Practices for Managing Reviews

Best Practices for Managing Reviews #

1. Balance Transparency & Trust
   • Customers expect to see some negative reviews. If everything is 5 stars, it can look suspicious or “too good to be true.”
   • Hiding spam or irrelevant reviews is fine, but leave at least a couple of critical but genuine reviews visible. It builds credibility.
     
     
2. Use Low Ratings as Signals
   • Instead of hiding all your 1- or 2-star reviews, look at them as a free “focus group.”
   • Even if you don’t show them publicly, you can analyze patterns: late delivery, poor packaging, product quality, etc.
   • This feedback helps you improve your service, which means fewer negative reviews later.
     
     
3. Reply Before You Hide (When Possible)
   • If a review is harsh but real, reply politely before deciding to hide it. A thoughtful store response (“We’re sorry for your experience, here’s how we’ll fix it”) can turn a negative into a positive impression.
   • Sometimes, a reply is more powerful for your credibility than a perfect 5-star review.
     
     
4. Consistency is Key
   • Set a standard for your team on what stays visible and what should be hidden (spam, offensive language, off-topic).

This keeps the process fair and avoids looking like reviews are manipulated.