When somebody writes a good review of your business… 

  1. Reviews with 3 stars or more bypass approvals and appear on the ShopSite and immediately. If you have a Quicksite or Kicksite with a Reviews or Testimonials page, the review will appear there automatically.
  2. You receive an email notice of the review.
  3. A newsfeed announcement of the review is posted, usually the same day.
  4. You can write a reply at any time. In the Inbox tab of your Business Control Panel, choose Reviews. 

 

When somebody writes a bad review of your business…

  1. The reviewer sees notice on the web page that the review will be held for 72 hours, giving you an opportunity to respond or satisfy the reviewer, and giving the reviewer an opportunity to make revisions should they so wish. See below for the full text.
  2. You will receive email notification of the bad review.
  3. You may elect to approve the review manually right away, or respond.
  4. If you write a response within 72 hours, the reviewer automatically and instantly receives an email notification of the response prior to publication. See below for the full text.
  5. The email provides a link to the full text of the response, visible only to you and the reviewer.
  6. On the linked page, the reviewer can:
    1. Read the review and your response
    2. Edit, update or remove the review, or leave it as is to publish
    3. Comment on your response
  7. You automatically receive a notification if the reviewer modifies the review, which looks the same as any first notification.
  8. If the reviewer deletes the review, it disappears from your Business Control Panel; it will not be published; a notification of the negative review is re-sent to you, but you will not be able to see the review because it was deleted. If you have responded to a review recently and receive this notice, and you can’t find a recent bad review, you may assume this is a re-notification and that the matter is resolved; the reviewer has removed the review.
  9. The reviewer must act – the notification of your response advises the reviewer that the review will be removed from the system unpublished without manual action to edit, delete or “let stand” within five days.
  10. If the reviewer edits or lets the review stand, and you neither push it to publication nor changes review settings to disallow reviews, the review will publish 72 hours after the original posting. 

 

 

Notes: 

  • Any user can publish comments on any reviews at any time. Good or bad, these will trigger an email notification of a bad review. If you receive such a notice and don’t find a recent bad review, look at older reviews for evidence of new comments.
  •  You must manually click Publish to make the comment appear, or allow 72 hours to pass.
  • Reviewers can only edit or remove their reviews on the page linked from their response notification email; they cannot return after publication to the public view and edit or delete published material.
  • Reviews of fewer than three stars will not appear on your Quicksite or Kicksite but will appear on the ShopSite unless the reviewer deletes them, or reviews are turned off. You may request a threshold of four stars instead – speak to your City Manager or representative.

 

 

Positive Review Email notification: 

Dear Xxxx,

We're happy to tell you that your business, Mickey's Eats, has received a positive review and a rating of 4 out of 5 stars from one of our users on ShopCityDemo.com.

You may wish to respond and thank the reviewer. 

To view or respond to the review, click here.

To edit your review settings, click here.

To share the review on Facebook, click here.

Please contact us at 1-888-430-SHOP if you have any questions.

Sincerely,

 

 

 

Negative Review Notice to Reviewer:

Thank you for your review!

Because you have left a negative rating (less than 3 stars), the business being reviewed will have 72 hours to respond to you with an explanation or apology and a 'peace offering'. You will be notified via email when this response is received.

At that time, you may choose to revise your review, to post it as-is (along with the reply from the business), or to delete it altogether.

If the business does not respond within 72 hours, the review will automatically go 'live', although they may still respond to you through this process and the options above will continue to be available to you.

If the business responds to you, you must choose how to handle the situation, otherwise the review will remain hidden from public viewing.

Thanks again for using ShopCityDemo.com and for reviewing Mickey's Eats. Keep an eye on your email.

 

 

Negative Review Notification to Merchant:

Dear Xxxx,

We're writing to you with an opportunity to improve your business.

 You've received some feedback from one of our members in the form of a negative review.

We suggest you take the opportunity to reach out to one of your most passionate clients and focus on their constructive criticism.

 

You have three options:

  1. Do nothing and let the review stand unanswered.
  2. Respond and defend/challenge or attempt to restore the relationship by taking responsibility and making a compensatory offer. Doing so through the system will make the response viewable by the public - if you'd prefer to respond in private, we can facilitate the conversation on your behalf via email.
  3. Remove your reviews entirely - including any positive reviews you may have received.
     Your reviews section will note that you have opted to disable the feature.

Don't panic, the review hasn't been posted to the site yet. We wanted to give you an opportunity to respond to the reviewer to try to make things right.

If you'd like to try to address the situation, please contact us immediately using the information found here.

 You have 72 hours to respond and to attempt to persuade the reviewer to revise or remove their review.

To view or respond to the review, click here.

To edit your review settings, click here.

To share the review on Facebook, click here.

Please contact us at 1-888-430-SHOP if you have any questions.

Sincerely,


 

 

Notice of Response from Merchant:

Hello,

Businessname has responded to your review.

Click here to view their reply

Your review has not yet been published. Based on their reply, you may now choose to publish the review as-is, to edit it, or to remove it altogether.

If you do not respond within 5 business days, your review will automatically be removed from the system.

Please contact us if you have any questions.

 Sincerely,



Related Article: Reading and Responding to Reviews to Reviews & Feedback

Related Article: How to Turn Off Reviews for Your Business Profile

Related Article: Tips for Responding To Reviews