Welcome to the heart of your Loox admin! Loox makes it easy to keep track of all of your reviews in one place on the Manage Reviews page. Keep reading to learn how to publish new reviews, reply to customers, feature your best reviews, ask customers to update their reviews, and more.
Auto-publishing and manually publishing new reviews
Customers are more likely to trust stores that don’t filter out negative reviews. Transparency shows that you aren’t afraid to acknowledge real feedback, and negative reviews are the perfect opportunity to highlight great customer care. For more tips, check out: Why Your Shopify Store Needs Negative Reviews and How to Respond
Auto-publishing reviews
Shopify requires all apps to auto-publish reviews that were not rejected by merchants for valid reasons within 14 days.
To enable auto-publishing:
Within “Reviews - Preferences”, go to Publishing reviews.
Select which reviews you would like to auto-publish from the dropdown:
All Reviews: All new reviews submitted will be automatically published on your store’s pages
3-5 Stars and up: Publishes 3-5 star reviews automatically. 1-2 star reviews will be set to “Pending” and will be scheduled to be published 14 days after their submission
Manually publishing reviews
To manually publish a review:
In “Manage Reviews”, search for the review you would like to publish.
Open the dropdown on the bottom left and click "Publish."
Note: Unpublished reviews do not appear on your widgets or count towards your average product rating.
To manually publish multiple reviews:
In “Manage reviews", sort by status, rating, product, etc. to locate the reviews you would like to publish.
On the menu bar that will appear at the bottom of the page, select “publish all” to publish all the reviews that matched your search filters.
Replying to reviews
Engage with your customers by replying to their reviews, thanking them for sharing their experiences, and solving any issues or concerns they might have.
To reply publicly to reviews:
Find the review you would like to reply to.
Click the three dots (...)on the top right corner and select "Reply".
Your replies will appear publicly on the Product Reviews Widget. The customer will be notified by email when you reply to their review.
Note: On the Convert Plan and up, you can use AI review replies to quickly write thoughtful, personalized responses to your customers’ feedback.
Asking customers to update their review
Customers can edit their review if they’ve changed their mind or you’ve resolved an issue for them. Send an invitation to update their review by clicking on the three dots (...) at the top of the review and selecting “Ask customer to edit.” Click here to learn more. 
Managing review media (photos & videos)
Leverage customer photos and videos for your business’s marketing needs.
Download a photo or video
In "Manage Reviews," locate the review.
Hover over the photo, click the three dots (...), and select "Download Photo".
Change the cover photo of a review with multiple photos
When there’s a review with multiple photos, the “cover photo” will be displayed across your Loox widgets. By default, the first image uploaded will be automatically selected as the cover photo. To change the cover photo:
In "Manage Reviews," locate the review and expand it:
Select your desired image using the arrows.
Click on the three dots (...) at the top right corner of the image and select "Make Cover Photo".
Hide a Photo/Video
In "Manage Reviews," locate the review..
Hover over the photo, click the three dots (... ) in the top right corner, and select "Hide Photo".
Featured reviews & additional actions
Feature a review
Tag specific reviews to pin to the top of your Product Reviews Widget. Featured reviews will also appear first on the Snippets Widget.
To feature a review:
In "Manage Reviews," locate the review you would like to feature.
Click on the “tag as featured” pin in the top right corner.
Once tagged as featured, the pin icon will turn black, and the review will appear at the top of your Product Reviews Widget and Snippets Widget.
Notes:
Featured reviews will appear on the Product Reviews Widget in the order they were tagged.
Featured reviews will only appear first when your Product Reviews Widget’s sorting type is set to “Featured” or “Smart review sorting”.
You can feature up to 10 reviews for each of your store's products.
To remove a featured tag, simply click the pin icon again.
Additional actions
There are more actions you can take to manage your reviews, including:
Change Product: Move a review to a different product. Learn more.
Flag review: Manually flag a review for any of the following reasons. Learn more.
Note: Upgrade to the Convert Plan to access AI review flagging.Add badges:
Add/Remove verified badge: Add a “Verified purchase” badge to verified reviews you have imported from a previous source. Learn more about Review Transparency.
Note: By default, Loox will display the "Verified purchase badge" for all reviews submitted through a Loox review request email.Add/Remove rewarded badge: Add a "Rewarded" badge to reviews where the reviewer received an incentive. You can automatically add this badge to any photo or video review where the reviewer received a future purchase discount - Activate it in your Transparency settings.
Add to widgets:
Add to/Remove from carousel: Add or remove reviews to your Carousel Widgets.
Add to Video Slider: Add or remove reviews to your Video Slider Widget.
See discount details: See the full details of the discount the customer received in exchange for a photo/video review. This option will only appear when a customer received a discount.
Undo import: Remove a specific review that was imported incorrectly. This is only available on reviews that were imported in the last 7 days. Click here to read more about undoing full import files.
Note: Undoing review imports must comply with your local laws and regulations. This action is irreversible, and the review will not be accessible again.
FAQs
Q: I imported reviews and now I see strange characters appearing in the text of the reviews. How do I fix it?
A: The appearance of special characters indicates that your file wasn’t saved in CSV UTF-8 format. Click here to learn how to undo the import within 7 days, then save the file in the correct format and import it again.
Q: Can reviews be edited?
A: While you can’t edit a review on your end once it’s been created, reviews can be edited by the customer through the Thank you email they receive. You can also send them an edit request email. Learn more.
Q: Can I hide the review date?
A: You can remove the date by disabling the "Show review date" toggle on your Product Reviews Widget Editor. Learn more.
Q: Can I delete a review from Loox?
A: Loox doesn’t support deleting reviews. If a review was imported incorrectly, you can undo the import from your Loox admin to remove it. Customers can choose to delete their review after submission. Learn more.
Q: Someone left a review on the wrong product. Can I change the product a review is linked to?
A: If a review is related to a different product than the one that was originally reviewed, you can reassign the review to the correct product directly from your Loox admin. Learn more.