Reviews & Ratings
Responding to reviews is your opportunity to engage directly with buyers evaluating your product. Public, thoughtful responses boost credibility and trust. Responses appear alongside reviews and are visible to all prospects — treat them like public statements, not private messages.
Not every review needs a response. Respond to factual inaccuracies, feature requests framed as missing functionality, and complaints where you can offer context or a solution. Generic "thanks for the review!" responses waste the opportunity — buyers see right through them. If a review is entirely positive and factually sound, you don't need to respond at all.
From your vendor dashboard, open the Reviews section and find the review you want to address. Click "Respond" and compose your reply. You can include up to 500 words. Responses are public and non-editable once posted — proofread before submitting. You can only post one official vendor response per review.
Keep responses professional, specific, and focused on facts. Avoid defensiveness or attacking the reviewer. If the review mentions a product limitation, acknowledge it and explain your roadmap. If it mentions a support failure, explain the root cause and what you changed. Best responses: "The reviewer is right that X was slow in Q3. We rebuilt it in Q4 and it now processes 10x faster. See the release notes here [link]."
Never respond to troll reviews, spam, or obviously false claims. The moderation team handles these. Never demand removal or try to negotiate with the reviewer in your response — it signals desperation. If a review violates content policy, flag it instead using the flag icon.
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