Moderate reviews

Every review lands in Reviews in the admin. Your rules decide whether it’s published on its own or waits for you to review it. You can change that decision whenever you want.

1. 1Your customerThey leave a reviewFrom their link, with stars, an opinion, a photo or video.
2. 2Leadit ReviewsWe check itWe look for phone numbers, emails, cards, your blocked words and duplicates.
3. 3Leadit ReviewsWe apply your rulesIt's published on its own or stays pending, based on its stars and what we found.
4. 4ShopifyIt shows up in your storeOnce published, it's visible on the product page.

What gets published on its own

In Settings → Publishing you choose from how many stars a review is published on its own. It starts at 3 stars or more.

1. From how many stars it’s published on its own. 2. Your blocked words.

The review…	What happens
Has the stars you chose or more	It’s published on its own.
Has fewer stars	It stays pending until you review it.
Contains a phone number, an email, something that looks like a card or a blocked word	It stays pending and flagged, whatever its stars.
Looks like a repeat (same customer, same product, almost the same text)	It stays pending and flagged.

Flagged reviews are never published on their own

A review with a phone number or an email in the text always waits for a person. That way you never publish your customer’s details by mistake.

A flagged review: it tells you why and waits for you to decide.

Publish the ones you don’t review

If you don’t want low-star reviews to wait forever, turn on Publish the ones you don’t review and choose how many days. After that time they’re published even if nobody looked at them. Flagged ones keep waiting for your review.

Negative reviews sell too

A product page with nothing but 5-star reviews breeds distrust. We recommend publishing low-star reviews unless you have a valid reason, and replying to them.

Blocked words

In Settings → Publishing → Blocked words, write one word per line. A review that uses any of them gets flagged. Capitals and accents don’t matter: “Pésimo” and “pesimo” are the same word.

Find what you need to review

At the top of the Reviews list, the Status filter lets you see each group and how many there are in each one:

Status	What they are
Pending	Waiting for your review.
Flagged	Pending with something to check: personal data, a blocked word or a possible duplicate.
Published	Visible in your store.
Rejected	Not published. They keep the reason you wrote.
Spam	The ones you marked as spam.
Store reviews	Feedback on purchases at your physical store. Only you see them.

You can also filter by rating, product, source, period or only the ones with a photo or video, and search by name, text or email. When there are a lot, switch the View to Compact.

1. The Status filter. Here, in compact view.

If there are flagged reviews, Home lets you know.

What you can do with each review

Action	What it does
Publish	Shows it in your store. Works for pending, rejected and spam.
Reject	Removes it from your store. It asks for a reason that only you see: it’s what backs you up if someone asks why it wasn’t published.
Mark as spam	Sets it apart from the others. It isn’t published.
Delete	Erases it forever with its photos and videos. It can’t be undone.
Your reply	Your reply is published below the review, with your store’s name. Leave it empty to remove it.

To do it with several at once, select them with each one’s checkbox (or all on the page) and pick the action.

1. Write the reason. 2. Tap Reject.

Your decision doesn't undo itself

If your customer edits a review you rejected or marked as spam, it stays that way. Only you change it.

Reviews that always wait for your review

Some reviews don’t have a verified purchase behind them. They aren’t published on their own even with 5 stars:

• Those from visitors who wrote from the product page and whose email didn’t buy that product. If their email did buy it, they come in as a verified purchase and follow your usual rules.
• Those that come in through the API with no order number.

Store reviews

If you sell in a physical store with Shopify POS, the form can also ask how your customer was treated at the store. That feedback is internal: you see it in Reviews → Store reviews, it’s never published and it can’t be replied to. You turn it on and off in Settings → Store review, and it’s included in the Pro plan.

Step by step: your first review pass

1. Open Reviews and in Status pick Flagged. Check these first: they’re the ones that may contain personal data.

2. Read each one. If the personal data is the only problem, leave it pending: your customer can fix it from the same link while it’s still valid, and you publish it afterwards. If not, reject it with the reason, for example “Contains a phone number”.

3. In Status pick Pending and check the low-star ones. Publish them and reply: a good reply to a complaint sells more than the complaint takes away.

4. In Settings → Publishing, check from how many stars they’re published on their own and add your blocked words.