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Square Online Customer Reviews

Note: Using customer reviews requires an upgrade on your Square Online site.

Your customers can leave comments, photos and ratings on your Square Online site about their online purchases to provide real-world experiences with your products. These customer reviews are visible to others, making them a great way to help build confidence in potential buyers and possibly increase online sales. You can also review the comments and decide whether to display them on your site.

Note: Customer reviews are only available on the Shop All single ordering page template (i.e. 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.

Enable Customer Reviews

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To enable customer reviews:

  1. In your Square Online Overview page, go to Items > Customer Reviews.

  2. Select Enable customer reviews.

  3. Choose the amount of time you want to wait before automatically sending a review request to customers via email.

If you have multiple websites, customers who visit sites that have customer reviews enabled will see all reviews left by others, irrespective of the site the item was originally purchased from. The Square Online Overview page displays customer reviews from all sites in your account.

Photos

Photos can enhance a product review for potential buyers. When customers leave a product review, you’ll be able to review the photos before allowing them on your site.

Buyer Experience

Once your selected amount of time has passed, your customer will receive an email asking them to write a product review. The email will contain a link to a page on your site where they can choose a star rating, add photos and leave their comments. After submitting the review, the customer will see a message letting them know that their review has been sent and is pending approval from the store owner.

Review Your Reviews

You’ll find any submitted reviews on the Customer Reviews page. You can filter them by the following statuses:

  • Approved

  • Pending

  • Rejected

Select any review to read the full comment and approve or reject it. Approved reviews will appear on your website on the item page. If you decide to reject a review, it won’t be displayed on the item page and the customer won’t be notified about the rejection.

Leave a reply

Whether you choose to approve or reject a review, you can reply directly to the customer from the review details page. If your reply is public, it will appear on the item page below the customer’s comments. Customers can sort published reviews by most recent or by rating (low to high, or high to low).

Manage a bad review

If you get a bad review, rest assured it happens to every business. Although getting a bad review can feel discouraging, consider approving critical reviews from your customers instead of rejecting them.

This is because negative feedback provides a more complete picture of your business to potential buyers, and lends credibility to your business. Keep in mind that an item with only perfect ratings can appear suspicious to certain customers. Bad reviews also give you a great opportunity to show everyone that you care about and listen to your customers. Use the reply feature to let a dissatisfied customer know that you’re willing to commit to making things right.

Disable Customer Reviews

To disable customer reviews:

  1. In your Square Online Overview page, go to Items > Customer Reviews.

  2. Select Disable.

  3. 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.

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