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.
Note: All reviews collected before September 10th, 2023, will remain with their existing status.
To enable auto-publishing:
- In "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 pages
- 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
Tip: We encourage publishing all reviews unless rejected for valid reasons as defined by your local regulations. Read Why Your Shopify Store Needs Negative Reviews and How to Respond for more information.
Manually publishing reviews
To manually publish a review in your Loox admin:
- In “Manage Reviews”, search for the review you would like to publish.
- Open the dropdown and click "Publish."
Note: Unpublished reviews do not appear on your store or count towards your average product rating.
To publish multiple reviews:
- In “Manage reviews", sort and filter the reviews you would like to publish.
- 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:
- Within “Reviews” > “Preferences,” go to “Publishing reviews.”
- Under "Notification email", enter your preferred email address.
Note: If you want to send review notifications to multiple addresses, set up an auto-forwarding rule with your email provider. Learn how to set up auto-forwarding with Gmail.
Syncing Loox Reviewers with Shopify Customers
- In your Loox Admin, go to "Reviews" > "Preferences" > "General."
- Under "Sync Reviewers to Shopify", toggle Sync Onsite Reviewers on.
Note: This only applies to new reviewers moving forward. Previously submitted reviews will not be synced.
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:
- In Loox Admin, go to "Manage Reviews."
- Find the review you would like to reply to.
- Click the three dots (... ) 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: We currently only support replying to product reviews.
To reply privately:
- Click on the reviewer's name to email them directly.
- 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
- In "Manage Reviews," locate the review.
- 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:
- Locate the review.
- Select the desired image.
- Click "Make Cover Photo".
Hide a Photo/Video:
- Locate the review.
- 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:
- In "Manage Reviews," find the review you would like to feature.
- Click the three dots (... ) and select "Tag as featured."
Reviews tagged as "Featured" will display a tag above the reviewer's name.
Notes:
- "Featured" reviews will appear on the Product Reviews widget based on the order they were tagged as “Featured”.
- Featured reviews will only appear first when your Product Reviews Widget’s sorting type is set to “Featured”.
- You can feature up to 10 reviews on each of your store's products
To remove a featured tag:
- Locate the review.
- 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.
Note: Widgets set to show your store’s entire collection of reviews (e.g., Popup widget, Happy Customers Page, Carousel Widgets, etc.) will not display “Featured” reviews first, and will continue sorting your reviews from newest to oldest while prioritizing photos and videos first.
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.
Note: By default, Loox will display the "Verified purchase badge" for all reviews submitted through a Loox review request email.
- Add to/remove from carousel: Display or remove reviews on your Carousel Widgets.
- Undo import:Undo a review imported incorrectly to your Loox account.
Warning: 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: Can reviews be edited?
A: Reviews cannot be edited once they have been submitted to maintain their authenticity.
Q: Can I remove the date from reviews?
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.