Reviews Moderation with Okendo gives you full control of your reviews. Whether you want to hand-pick which reviews are displayed on your store or allow Auto Publish to handle the moderation for you, this article will show you how.

Once a review has been submitted it will be displayed within the Reviews Moderation section within the Okendo Review admin. If you do not have any reviews yet, please see our Getting Started: Your First Review guide.

Here, you can read all of your reviews and action them by publishing, replying, and more.
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Note: To see the reviews for a specific product go to the Products section.

Various controls appear at the top of the Review Moderation page. These include controls for filtering by review status, expansion settings for each review card, and a search bar for searching reviews by reviewer email address.

Filters: You can filter which reviews appear by using the filter section on the left side of the bar. This will allow you to view all of your Pending, Published, or Rejected reviews.

Expanded or Collapsed: This control allows you to decide whether the sidebar of the review cards is always expanded or always collapsed.

Search: Begin typing a customer's email address to instantly show reviews that match the email address.

The review card is made up of 3 sections:

The sidebar is located on the left side of the review card. It contains details about the product (and variant) that the review is for, customer information like their name and email address, and also any additional customer attributes captured during the review process. This section can be expanded or collapsed on a per-card basis or globally using the settings at the top of the page.

The body contains all the main review information including the rating, title, text, product attributes as well as photos and videos. If you reply to a review, it will also appear in the body section.

The toolbar is located on the right side of the review card. It contains actions that can be taken on the review as well as the overall sentiment of the review. Here you can publish or reject the review, reply to the review or see more details. There's also a quick indicator of whether the review was overall positive, negative, neutral or mixed and whether it contained any profanity to help you quickly make an informed moderation decision.

Controlling the media which appears alongside the review is easy. To hide an image from appearing with the review, simply mouse over it and click the hide button. To show it again, simply do the same.

The Review Moderation screen gives you insights into whether the review was submitted by a verified buyer, verified reviewer, or an unverified reviewer. Verified buyers are those who leave a review via a review request sent directly to them (triggered by a Sequence). The review card will display a indicator next to the customer name in the sidebar. Verified reviewers are those who have submitted a review and verified their email address. They will have a green checkmark after their email address. Unverified reviewers will have neither of these indicators.

Corresponding badges will appear in review widgets on your site as well, so shoppers can distinguish between verified and unverified reviews. By default, verified buyers must be verified reviewers, so only the verified buyer tag appears for them. Examples of each tag are below:

Auto Publish allows stores to minimize the time spent manually publishing reviews while still maintaining strict controls over what content appears on-site. Learn about how to set up auto-publish here.

Can reviews be deleted?

No. Reviews can be rejected so that they will not appear on your store, but they cannot be deleted from Okendo.

Can reviews be edited as part of the moderation process?

No. To foster transparency and comply with regulatory bodies, such as the FTC, Okendo does not allow editing of reviews. The only exception to this is reviews that contain profanity. Auto-Publish settings allow for profanity to be censored with ***

Can customers edit their reviews?

No. Customers cannot edit their reviews. If they would like to make changes we suggest you reject their existing review send them a direct link to review the product.

What happens to a product's reviews if that product is deleted in Shopify?

If a product is deleted in Shopify the reviews will remain in Okendo's database. While they will not be searchable, this allows for reviews to be restored if the product is ever added back to the store. Please refer to Moving Reviews to Another Product for information on this process.