In today’s competitive marketplace, customers arm themselves with an abundance of information — readily available with just a few clicks — before pulling the trigger on a purchase. One of the most influential factors of your store are the reviews. 

Shoppers trust one another to provide an honest assessment of a product in order to determine if it’s a good buy. So it’s in your best interest to encourage reviews on your site.

A ringing endorsement 🌟🌟🌟🌟🌟  from your shoppers is likely to lead to more sales. While less-than-rave reviews 🌟  may cause you to re-evaluate (and, ultimately, improve) the products you carry. 

We make it easy to ask customers to review their purchased products. Simply set up your store to automatically send an email requesting feedback to your customers after their orders have been processed and shipped. We’ll show you how.


How To Enable Order Reviews

If you want your customers to review the products they ordered, the first thing you need to do is turn on Customer Reviews.

  1. In your Admin Area, go to Settings > Config Variables
  2. Click Search
  3. Type "reviews" in the Name field and click the blue Search button
  4. Select the Enable Customer Reviews check box and click Save

Now, you need to enable the Order Reviews function for your products.

  1. Go to Inventory > Products
  2. Click the three-dot actions menu icon and select All Products Settings
  3. Select the Auto Survey Email Enabled check box
  4. Specify how long after the shipping date the emails should be sent in the Auto Survey Email After Number of Days field

With this setting enabled, past orders that were shipped prior to the number of days you designated will prompt review request emails. New orders will prompt emails once the specified number of days has elapsed.


Customizing Order Review Emails

For your convenience, a standard email template is already configured for your store. Of course, you can customize it so it’s branded and recognizable to your customers. You may want to include a friendly note that captures your brand’s personality to say hello and thank them for their purchase. 😊

Remember to create a duplicate or backup of the default HTML code for any email template before you make any changes to it. This will enable you to restore your template to its original state, should you need to at any time. You can create a backup of an email template by copying and pasting the content from the LiveEdit page into your preferred text or HTML editor (e.g. Notepad, Dreamweaver, etc.).

To modify the content of the email that will be sent to customers:

  1. Go to Design > File Editor in your Admin Area
  2. Click the link under Email Templates on the right
  3. Choose Product_Review_Request.asp from the drop-down menu
  4. Find the body text and modify it as you like

If you've uploaded a graphic logo to your store, it will automatically be added to your email template.


How Reviews are Submitted

When a customer follows the link in your review request email, they’re taken to the product review page where they can provide their name, location, a title for the review, comments on the product or service and a rating of 1 to 5 stars. 🌟🌟🌟🌟🌟

When published, each review is displayed near the bottom of the product's details page with the review rating, title and comment. An average score for the product (between 1 and 5 stars), based on all reviews, will be listed just below the product's description.

Additionally, other visitors to the product's details page can rate whether or not a review was helpful by clicking either Yes 👍  or No 👎. The total number of customers who rated a review as helpful will be listed above each review.

Reviews will be automatically published to a product's details page unless they’re flagged by the system's content filter for inappropriate content. To remove a particular review, you must either delete it or make it inactive in the Customer Reviews table. 

Though your first instinct may be to delete or deactivate a negative review, we encourage you not to. While it may not help with the sale of that particular product, it will add credibility to your site, which can ultimately lead to increased sales.

Instead of deleting a negative review, we recommend that you respond to the review on the product page, so your shoppers know that you care about your customers’ satisfaction. We also encourage you to follow up with the shopper who posted the negative review privately to see how you might be able to remedy the situation. This can turn a potentially poor purchase experience into a positive one. 


Summary

Encouraging customers to give feedback on your products is a great way to establish credibility for your store and prompt more product sales. It also gives you the opportunity to connect with your customers and let them know you are interested in their opinion. The reviews will help you understand what customers like (or dislike) about your products and service, which could inspire future inventory decisions and improvements.

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