Managing Reviews

Managing customer reviews in Loox helps you showcase authentic feedback while keeping your store transparent and trustworthy. Whether you want to auto-publish new reviews, respond to customers, feature standout reviews, or manage photos and videos, you can handle everything within the Loox Admin.

Auto-publishing and manually publishing new reviews

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:

1. In "Reviews" > "Preferences", go to “Publishing reviews”.
2. Select which reviews you would like to auto-publish from the dropdown:
   1. All Reviews: All new reviews submitted will be automatically published on your pages
   2. 3-5 Stars and up: Publishes 3-5 star reviews automatically. 1-2 star reviews will remain “Pending” and scheduled to publish 14 days after their submission

Manually publishing reviews

To manually publish a review in your Loox admin:

1. In “Manage Reviews”, search for the review you would like to publish.
2. Open the dropdown and click "Publish." 

To publish multiple reviews:

1. In “Manage reviews", sort and filter the reviews you would like to publish.
2. Open the “Bulk actions” dropdown menu, and click “Publish all reviews.”

Review notification

Loox automatically notifies you when new reviews are submitted. By default, review notification emails are sent to the email associated with your Shopify account.

To change the email address where you receive notifications:

1. Within “Reviews” > “Preferences,” go to “Publishing reviews.”
2. Under "Notification email", enter your preferred email address.

Syncing Loox Reviewers with Shopify Customers

1. In your Loox Admin, go to "Reviews" > "Preferences" > "General."
2. Under "Sync Reviewers to Shopify", toggle Sync Onsite Reviewers on.

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:

1. In Loox Admin, go to "Manage Reviews."
2. Find the review and click "Reply."
3. Write your response and click "Add reply."

Your replies will appear on the Product Reviews Widget. 

To reply privately:

1. Click on the reviewer's name to email them directly.
2. Customer replies will be sent to the email set in "Email Settings."

Managing review UGC (photos & videos)

Leverage customer photos and videos for your business’s marketing needs.

Download a photo or video

1. In "Manage Reviews," locate the review.
2. Click the three dots (...) and select "Download Photo/Video."

Change the cover photo of a review with multiple photos

The cover photo of a review with multiple photos 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:

1. Locate the review.
2. Select the desired image.
3. Click "Make Cover Photo".

Hide a Photo/Video:

1. Locate the review.
2. Click the three dots (...) and select "Hide Photo."

Featured reviews & additional actions

Feature a review

Highlight specific reviews to appear first on the Product Reviews and Snippets Widgets.

To feature a review:

1. In "Manage Reviews," find the review you would like to feature.
2. Click the three dots (...) and select "Tag as featured."

Reviews tagged as "Featured" will display a tag above the reviewer's name.

To remove a featured tag:

1. Click the three dots (...) and select "Remove featured tag."

Alternatively, you can click the “X” on the “Featured” tag that appears above the reviewer’s name.

More actions

There are additional actions you can take to manage your reviews, including:

• Change Product: Assign a review to a different product.
• See discount details: For photo/video reviews, the relevant discount code will open on your Shopify orders menu.
• Add/Remove verified badge: Add a “Verified purchase” disclaimer to verified reviews you have imported from a previous source. Learn more about Review Transparency.

• Add to/remove from carousel: Display or remove reviews on your Carousel Widgets.
• Undo import: Undo a review imported incorrectly to your Loox account.