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Review Approval

Menu Location: Products > Review Approval

Last Updated: 2026-10-12

Overview

Review Approval is the moderation queue for customer star reviews. When a customer rates or reviews a product or a box, an AI first pass reads it right away: clear-good reviews are auto-approved and published, clear spam or abuse is auto-denied, and only the ones it is unsure about (or could not screen) land here for you to decide. So this page is normally the short tail of ambiguous reviews, not the whole stream.

You approve or deny each review here, and you can also post a public store-owner reply under a published review.

Primary Functions:

  • Work through reviews waiting on a human decision, with the AI's suggestion shown as a hint
  • Approve (publish) or deny each review
  • Set the Google review link and the minimum approved reviews before storefront stars show
  • Turn review photos & video on or off
  • Post a public reply under any published review, or remove an existing reply
  • Jump to the full editable review list

Page Layout

Review settings

A panel on the left holds the settings that control how reviews behave on the storefront:

  • Google review link - the "write a review" URL for your Google Business profile (for example https://g.page/r/...). Happy customers see a "Share on Google" button after a good rating. Leave it blank to keep reviews on-site only.
  • Show storefront stars only after this many approved reviews - the minimum number of approved reviews a product needs before its star rating is shown publicly (minimum 1).
  • Let customers add photos & video to their reviews - an On/Off toggle (reviews_media_enabled). When on, the review forms show a photo/video uploader. Photos get the same AI first pass as the text; any video is always held for you to check in this queue before it publishes.
  • Post-delivery review email - a note pointing you to set up an Automated Email using the "Review Nudge" template, which includes the review link automatically. Point its query at recently delivered orders with a high box score.

Click Save settings to store the link and the minimum-review count.

The Reviews & ratings On/Off toggle sits at the top right of the page. Turning it off stops storefront stars and the review prompts from showing to customers.

Reviews waiting for a decision

Above the queue it tells you how many reviews are waiting. Each waiting review is a card showing:

  • Who submitted it (linked to their customer record) and when
  • The product or box it is about
  • The star rating and headline
  • Any attached photo, plus any customer photos or video uploads (videos play inline)
  • The full written review
  • An AI suggests hint: whether the AI leans approve / deny / needs a human, its confidence, and a short reason

Each card has Approve and Deny buttons. Approving publishes the review on the product page; denying keeps it off the storefront. When there is nothing waiting, the page shows "All done :)" instead.

Reply to published reviews

Below the queue, the 20 most recent published reviews are listed with a reply box under each. Type a public response from the store and click Post reply. It shows under the review on the product page. Clear the box and save to remove an existing reply.

There is also an Edit All Reviews button that opens the full editable review list (Product Reviews).

Common Use Cases

Use Case 1: Clear the moderation queue

Goal: Decide on the reviews the AI was unsure about

Steps:

  1. Open Review Approval
  2. Read each waiting review, using the AI hint as a guide but making your own call
  3. Click Approve to publish it, or Deny to keep it off the storefront

Use Case 2: Reply to a critical review

Goal: Show other customers you responded to a bad review

Steps:

  1. Scroll to "Reply to published reviews"
  2. Find the review
  3. Type your public response and click Post reply

Use Case 3: Set up the Google review funnel

Goal: Send happy customers to your Google Business profile

Steps:

  1. Paste your Google review URL into Google review link and click Save settings
  2. Happy customers who rate an item well now see a "Share on Google" button

Troubleshooting

A review I expected here isn't showing

The AI first pass auto-approves clear-good reviews and auto-denies clear spam, so those never appear in this queue. Find every review, regardless of state, on the Product Reviews list.

Stars aren't showing on a product

Check the Show storefront stars only after this many approved reviews setting. A product needs at least that many approved reviews before its stars appear.

Photos or videos aren't offered on reviews

Turn on the Let customers add photos & video to their reviews toggle in the settings panel.

  • Product Reviews - the full editable list of every review, whatever its state
  • Reviews report - volume, ratings, and moderation numbers
  • Customer Feedback - the in-the-moment surveys that pair with public star reviews

Recent Updates

2026-10-12

  • New page, added with the Reviews & Ratings feature: the moderation queue for reviews the AI first pass could not settle, the review settings (Google link, minimum-review count, photos & video), and public store-owner replies.