Customers sometimes change their minds. With Loox, you can now offer them an easy way to edit their review after submitting it.
Why use review editing
In case you reach out to customers to resolve an issue or improve their experience, review editing provides them with a quick way to update their review once the matter is resolved. This ensures your reviews stay accurate, reflect the most recent customer experience, and demonstrate to potential buyers that you actively address feedback.
It also allows customers to:
Fix typos or update their opinion after further product use.
Add media to a previously text-only review.
Delete their review if they no longer wish to share it.
How review editing works
To ask a customer to edit their review:
Go to “Manage reviews” within your Loox admin.
Find the review you would like the customer to edit.
Click three dots (...) and select “Ask customer to edit”.
This sends an email to the reviewer with a direct link to edit their review.
Note: The edit request email cannot currently be edited. You can find its content below:
Customers can also access the editing flow directly from their Thank you email, which is sent right after submitting a review.
The editing review flow allows customers to:
Edit their rating and text.
Replace the photo or video attached to their review, or adding in case they submitted a text-only review.
Delete their review.
Customers can also add a reason for editing their review.
You’ll receive a notification email if a review was edited or deleted. All edited reviews go through your existing auto-publish settings, and any changes will be reflected on your “Manage reviews” page.
Notes
- Only reviews submitted via Loox can be edited. Imported reviews or those without a valid email address aren’t supported.
- Each review can be edited up to 10 times.
FAQs
Q: Can customers add a photo/video when editing a text-only review?
A: Yes. They’ll see a prompt to add photos or a video and receive a discount if you offer one for photo/video reviews.
Q: What happens after a review is edited?
A: Once a review is edited, you will get a notification with both the original and updated review details. The review will follow your auto-publish settings.
Q: Can I edit a review myself?
A: No. To preserve transparency and authenticity, only customers can edit their own reviews.
Q: Can a customer delete their review?
A: Yes. Customers can delete their review through the edit review form.