Replying to reviews

A short, friendly reply to every review shows shoppers there's a real person behind the counter. You can reply to each review on your shop once, and edit or delete your reply any time.

Where do I see my shop's reviews?

Open Reviews in your shop dashboard. The page says "A short, friendly reply to every review is the cheapest advertising there is. The reviewer gets a notification when you answer." Below that are all your reviews, newest first, with the count and average at the top.

A yellow number on the Reviews tab shows how many reviews don't have a reply yet. My shops shows the same thing as "[N] reviews to answer".

You'll also find every review, with the same reply tools, on your public page under Reviews.

How do I reply to a review?

1. Find the review and tap Respond under it.
2. Write your reply in the box that says "Reply as the owner…".
3. Tap Save response (it says Saving…), or Cancel.

Your reply appears under the review in a green box labeled Owner's response. Save response stays grayed out until you've written something.

What does the reviewer see when I reply?

The reviewer gets an in-app notification titled "[Shop] responded" that says "The shop replied to your review. Tap to see what they said." It opens your shop's page. Everyone else sees your reply under the review, labeled Owner's response. Your personal name isn't shown on the reply.

How do I edit or delete my reply?

Next to Owner's response, tap the pencil icon to edit it (then Save response), or the trash can icon to delete it. Deleting is immediate, with no confirmation. Once deleted, the Respond link comes back so you can write a new one.

If you edit a reply soon after posting it, the reviewer may get the "responded" notification again.

How many times can I reply to a review?

One reply per review. Editing replaces it. There are no back-and-forth threads: the reviewer can't answer your reply on the site.

How do I know when I get a new review?

You get an alert in your notifications and an email with the subject "New [N]-star review for [shop]". The email shows the stars, the reviewer's name and the start of what they wrote, with a Reply to this review button that opens your Reviews tab. You can switch these off under Your shop: new reviews in your notification settings. See Shop notifications and emails.

Can I delete or hide a review?

No. Owners can reply but can't edit, hide or remove reviews. Only the person who wrote a review can change or delete it.

What should I do about an unfair or fake review?

1. Reply calmly and briefly. Shoppers read replies, and a fair answer often matters more than the review.
2. If the review breaks the community rules (it's abusive, it's spam, it's about a different shop, or it's clearly not a real customer), email support@undergroundaquarium.com with your shop's name and the reviewer's name. Our team will look at it. There's no report button on reviews yet.

Can I review my own shop?

No. While you manage a shop, you'll see "You manage this store, so you can't review it yourself, but you can respond to reviews above." instead of the review form.

Tips for good replies

• Thank people by name for good reviews, and mention something specific they said.
• For complaints, acknowledge it, say what you've changed, and invite them back or to call the shop.
• Keep it short. Two or three sentences is plenty.
• Don't share a customer's personal details in a reply.

How do reviews affect my shop's rating?

Your rating is the plain average of all reviews' stars, shown to one decimal place. Replies don't change the rating. Your Overview's Rating card shows your average, total reviews and how many are new in the last 7 or 30 days.

Common problems

I don't see a Respond link. You're either not signed in with the account that manages the shop, or the review already has a reply (use the pencil icon to edit it).

The yellow number didn't go down after I replied. Refresh the page. The count updates when the page reloads.

My reply didn't save. If the reply box is still open after you tap Save response, the reply didn't go through, and no error message is shown. Check your connection and tap Save response again.

I don't see "Edited" on reviews in my dashboard. The "· Edited" label shows on your public page. Tap View public page to see it.

A review is about a different shop. Email support@undergroundaquarium.com with the details.