Reviews

Manage Customer Reviews #

The Reviews tab is where you can view and manage all customer reviews collected through epicSnap. From here, you can review customer feedback, filter reviews by rating, reply to customers, and control which reviews appear on your storefront.

To Access Reviews

1. From the left sidebar, click Apps → Website Marketing → epicSnap.
2. Select epicSnap Reviews from the app menu.
3. Click Review.

Understanding the Review Table

The All tab displays every review your store has received.
The review table includes the following information:

• Order No. – 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 (example: 3 out of 5).
• Visibility – A toggle that lets you show or hide the review on your storefront.

Reviews are displayed from newest to oldest by default. To change the order, click the Review Date column heading.

Filter Reviews by Star Rating #

If you want to focus on reviews of a specific rating (for example: 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.
   

View Review Details #

To view a review in detail:

1. In the review table, click on the review row.
2. A detailed view will appear showing:
   • Order Number – The order associated with the review.
   • Review Source – Where the review was submitted (e.g., Received through Email)
   • Attached Image – Displays the image included in the review request when it was sent using the Send with Image feature.
   • Reviewer Details – Includes the reviewer’s name, email, review date, and contact number.
   • Customer’s Review – The feedback provided by the customer who placed the order.
   • Customer’s Star Rating – The rating given by the customer.
   • Recipient’s Review (if applicable) – Feedback provided by the recipient of the order. You’ll only see this section when the billing and delivery details are different, which may indicate a gift order. This allows you to collect feedback from both the customer and recipient, giving you more reviews from a single transaction.
     

Reply to Reviews #

You can respond directly to customer and recipient reviews within epicSnap Admin App:

1. Go to the Reviews tab from the submenu, then select the review you want to reply to.
2. In the Review Details view, scroll down to the appropriate reply section (Reply to Customer or Reply to Recipient).
3. Type your reply using the built-in text editor, which includes formatting options (bold, italic, underline, alignment, bullet lists, etc.).
4. To personalize your reply, you can use Merge Tags ↗ to automatically insert customer or store information.
5. When ready, click Send to publish your reply.

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<strong>💡 Tip:</strong> Keep your replies professional, helpful, and specific to the customer’s feedback. A personalized response shows customers that you’re listening and can help build trust in your brand. When addressing concerns, respond with empathy and focus on how you can help resolve the issue. A thoughtful response can leave a positive impression on both the reviewer and future shoppers who read it.

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Sort Reviews by Date #

1. Reviews are displayed from newest to oldest by default.
2. To change the order, click 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.

Show or Hide Reviews #

Show or Hide a Review #

Use the Visibility toggle to control whether an individual review appears on your storefront.

1. In the Reviews table, locate the review you want to update.
2. In the Visibility column, click the toggle.
   • Show = The review is visible on your storefront.
   • Hide = The review is hidden from your storefront.
3. A confirmation message will appear once the change is applied.

Show or Hide Reviews in Bulk #

Need to update multiple reviews at once? Use the rating tabs to show or hide reviews in bulk.

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, offensive, or unrelated to the customer experience. Keeping a mix of positive and critical reviews can help build trust with shoppers.For more best practices, see the Best Practices for Managing Reviews

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<strong>💡 Tip:</strong> Consider leaving genuine reviews visible whenever possible, even if they include constructive criticism. A balanced mix of reviews can help build trust with shoppers.

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Best Practices for Managing Reviews #

1. Balance Transparency & Trust
   • Customers expect to see a mix of positive and critical feedback. If every review is 5 stars, it can look suspicious or feel too good to be true.
   • It’s perfectly fine to hide spam, offensive, or irrelevant reviews. However, consider keeping genuine critical reviews visible when appropriate, as they can help build credibility and trust.
     
2. Use Low Ratings as Valuable Feedback
   • Low-rated reviews can help uncover recurring issues such as delivery delays, packaging concerns, or product quality problems.
   • Instead of viewing these reviews as purely negative, use them to identify opportunities to improve your products, services, and customer experience.
     
3. Reply Before Hiding Reviews
   • If a review reflects a genuine customer experience, consider responding before deciding whether to hide it.
   • A thoughtful response can demonstrate accountability, show that you value customer feedback, and leave a positive impression on future shoppers. For example: “We’re sorry for your experience. Here’s how we’ll make it right.”
   • In many cases, a helpful response can turn a negative experience into a positive impression.

💡 Tip: Sometimes, a thoughtful reply can do more for your credibility than a perfect 5-star review.

4. Be Consistent
   • Set a clear standard for what stays visible on your storefront and what should be hidden, such as spam, offensive language, or unrelated content.
   • This helps keep the review process fair and avoids creating the impression that reviews are being selectively removed or manipulated.

💡 Tip: Review your approach regularly and apply the same standards across all reviews. Consistency helps build trust with shoppers and gives customers a more authentic view of your products and services.