Managing Reviews

Loox encourages merchants to display reviews as customers submitted them. Thus, we do not support editing published reviews. With that being said, there are still options for you to manage your reviews with Loox.
You can decide what reviews to publish or hide, as well as hide a review's image if they are inappropriate or irrelevant. You can also download your reviews' images to use in places outside of your Shopify store, as well as many more options!

In this article, we'll show the different ways you can interact with your reviews and how you can manage them.

IN THIS ARTICLE


How to Approve or Hide a Review

Through email:

Loox will send a review notification email when a new review is submitted on one of your products. The email subject will contain the review's star ratings, so you can easily filter emails by subject. 

The email itself will include the review's text, photo/video (if there's one), rating, and the reviewer's details. 
You can approve, hide, or reply to the reviewer and download the review image in its original resolution, directly from the email, on desktop, and mobile.

You can set the email address to which you will receive new review notifications. You can do this through the Collect reviews section in your Loox settings:

Note: If you wish to send review notification emails to multiple addresses, you can use your email provider's auto-forwarding feature. For example, here's how to do so on Gmail.

You can choose to approve reviews with a certain rating and above automatically.
For example, you can set all reviews 4-stars and up to be automatically approved and published. All reviews below 4-stars will have to be approved manually: 

If you choose "Never", all reviews will need to be manually approved before being published on your store. 

Through the Loox admin:

To approve a review from your Loox admin, head over to the Reviews tab on your Loox dashboard. Click the "Approve" button on the relevant review to publish it on your store: 

To hide a review from your Loox admin, click the "Hide" button on the relevant review:

Note: Hiding a review is essentially the same as removing it. It no longer appears on your store's pages and does not count towards your product's average rating.

Bulk Hide/Approve reviews:

To hide or approve multiple reviews at once. First, filter the reviews you wish to change. Then, click "Bulk actions" --> "Hide/Approve all reviews". You can also search for a product/reviewer name/rating in the Reviews tab.

This will automatically change all the reviews that match your current filters/searches:


How to Download a Review's Photo

Loox enables you to access your Reviews' UGC easily. You can then insert it in your marketing campaigns or social media posts across other platforms. 

To download a review's photo:

  1. Go to the Reviews tab on your Loox admin
  2. Scroll down or search for the review you wish to use
  3. Click the three dots on the top-right of the photo.
  4. Select "Download photo":

You can now use this photo like any other image you add to your Facebook campaigns or marketing emails.
You can also copy the text of the review for an added social proof boost!

How to Hide a Review's Photo/Video

Loox encourages merchants to collect as many photo/video reviews for their brand as possible.
But, sometimes, the photos or videos submitted might be unfit, blurry, or not applicable to your store. 

To hide a photo/video from appearing on the review:

  1. In your Loox admin, go to the Reviews tab.
  2. Scroll or search for the review you wish to change.
  3. Click the 3 dots on the top right corner of the photo or video.
  4. Select "Hide photo/video":

The review should now appear without the photo/video on all Loox widgets and a small "Hidden" icon will appear:

To Approve the review follow steps 1-3 and select "Approve photo/video".


Replying to Reviews

Loox encourages interaction with your customers beyond submitting a review. One of the best ways to do so is by replying to a submitted review.

You can thank a customer that posted a very positive review, or you can address an issue or concern raised by a negative review.
To publicly reply to a review, head over to the Reviews tab on your Loox app admin and click the "Reply" button on the relevant review:

Adding a reply to a review will notify your customer by email. The reply will also display publicly on the reviews widget. Once you add a reply, you will be able to edit it.
To privately reply to a review, click on the reviewer's name. This will open your default email service, and you'll be able to email the customer:


More Actions

There are additional actions you can take in regards to your reviews:

  • Add\Removed verified badge: By default, Loox will display the "Verified purchase badge" for reviews submitted through a Loox review request email.
    If you have verified reviews from previous sources that are not marked as such, you can manually add or remove the "Verified review" badge. You can read more about Loox's transparency badges here
  • Add\Remove from homepage carousel: Display or remove reviews from the homepage carousel. You can read more about it here.
  • Change product: You can move a review to a different, active product on your store.
    This is useful if a customer reviewed the wrong product, or you changed the product page and wish to move your reviews to the new page.
    If you wish to move all of a product's reviews to a different product page in bulk, please contact our Support team.
  • Delete review: Loox enables you to delete a review permanently. You can read more about it here.