Set up and manage customer reviews for your Square Online site
About customer reviews
When you create an email automation requesting item reviews from your customers, they can leave comments, photos and ratings on your website. These customer reviews are visible to others, making them a great way to build confidence in potential buyers and possibly increase online sales. You can also screen the comments and photos, and decide whether or not to display them on your site.
To make customer reviews work for your online business, you can do the following from Square Online and Square Marketing:
Before you begin
You can enable or disable reviews for any of your sites, customise a review request email automation and add customer reviews to your website from your Square Dashboard.
Customer reviews are only available on the Shop All ordering page template and not on Order Online. If you’re using Order Online, be sure to switch your template to Shop all so reviews appear on your site. For details on switching your template, learn how to create an ordering page for your online store.
You can activate a customer review email automation in Square Marketing, but it won’t send review request emails until the customer reviews feature has been enabled in Square Online on at least one of your sites. If you have an active customer review email automation and published customer reviews on your site, cancelling just the email automation in Square Marketing will suspend email delivery, but won’t impact any published reviews that are already live on your Square Online site. Any pending reviews in Square Online can be processed normally.
Step 1: Enable customer reviews on your site
Sign in to Square Dashboard and go to Online.
Click Items > Customer reviews.
Click Enable customer reviews.
Step 2: Customise and activate a customer review email
Sign in to Square Dashboard and go to Customers > Marketing > Automations.
Click Customer reviews > Begin.
Design your customer review request email as needed and click Review.
Enter a name for your automation, choose a Waiting time before your review request email is sent to the customer and optionally toggle on a Reminder email if the original email isn’t opened after a certain time.
Click Activate.
Step 3: Review and respond to your reviews
Sign in to Square Dashboard and go to Online.
Click Items > Customer reviews.
Filter reviews by the following statuses: Approved, Pending, or Rejected.
Select a review to see the full comment and any photos, then approve or reject it.
Optionally reply directly to the customer from the review details page.
Approved reviews will appear on your website on the item page. If you reject a review, the review won’t be displayed on the item page and the customer won’t be notified about the rejection. Whether you choose to approve or reject a review, you can reply directly to the customer. If your reply is public, it appears on the item page below the customer’s comments. Customers can sort published reviews by most recent or by rating.
If you have multiple websites, customers who visit your sites that have customer reviews enabled will see all reviews left by others, regardless of the site from which the item was originally purchased.
Disable customer reviews
You can disable customer reviews at any time.
Sign in to Square Dashboard and go to Online.
Click Items > Customer reviews.
Click Disable.
Publish your site from the Square Online site editor to see the changes live.
When you disable reviews and republish your site, any previously approved reviews will no longer appear on your live website. If you have an active customer review email automation, turning off customer reviews within Square Online will prevent emails from being sent by the email automation in Square Marketing.
You can also cancel just the email automation.
Sign in to Square Dashboard and go to Customers > Marketing > Automations.
Under your customer review email automation, click ••• > Cancel > Deactivate campaign.