It’s always a good idea to reply to consumers! As a merchant, it shows your commitment and your care in providing an excellent customer experience.
However, there might be times when you want to edit a response after it’s been posted.
Edit a response
It’s not possible to edit a response if it has already been read by your consumer.
To edit a response:
- Go to the left-hand menu
Review Management
- Click on the review of your choice, then Edit
- Send your updated response
- As a reminder, if the Edit button is not available, it means you can no longer modify your message.
Why can’t responses be edited after being viewed?
This restriction is in place to:
- Enhance transparency: interactions between you and your customers should reflect authentic and honest communication.
- Maintain trust: review management relies on reliable interactions. Allowing unrestricted edits could harm the credibility of the process.
What to do if an edit is truly necessary?
If you absolutely need to correct information after it’s been viewed, here are a few alternatives:
- Contact the consumer directly: if justified, you can engage in a conversation outside the platform, such as via email or phone.
- Wait for the consumer’s reply: so you can respond again. You can’t post two consecutive responses; it needs to be a conversation between you and the consumer.
-
Hide the conversation
: if the information you sent is incorrect and should not be visible to other consumers.
Tips for writing great responses from the start
- Take your time to write: proofread your response to ensure it’s clear, concise, and error-free.
- Stay professional: even in the face of negative reviews, maintain a polite and constructive tone.
- Be factual: base your responses on facts to avoid misunderstandings.
If you’re unsure or need assistance, don’t hesitate to consult our Care team or help center for tips on managing customer reviews.