Replying to Reviews

Once a review has been processed and set to Pending Publication, it will automatically publish within 7 days. You can however publish it sooner yourself in the Reviews section of your Control Panel. You have 2 options: 

Option 1 – Publish a review pending publication immediately without a reply

If it’s important that the review is published as soon as possible, please choose this option. 

To do this, please visit the ‘Your Reviews’ section within your Control Panel and then select ‘Reviews Pending Publication'.

This will display all your reviews which are pending publication. From that page, you will be able to scroll down to view your reviews and to select the ‘Publish with No reply’ option which is displayed in the ‘Publish Review’ column…

Once you have clicked ‘Publish with No Reply’ the status within the Published Review column will update to ‘Published’. This means that the review has published live on our website. Within your Control Panel, the review will also move from the ‘Reviews Pending Publication’ page to the ‘Reviews Published’ page. 

Option 2 – Publish a review pending publication with a Response

If you wish to add a reply to a review before it publishes live on our site, please choose this option. 

Please note, our team verifies all replies to ensure they are compliant with our reviews policy. We try our best to do this within 24 hours however, this may take longer during busier periods and can slightly delay the publication of the review and reply. 

To add a reply to a review pending publication, please visit the ‘Your Reviews’ section within your Control Panel and then select ‘Reviews Pending Publication.’ 

This will display all your reviews which are pending publication. From that page, you will be able to scroll down to view your reviews and to select the ‘Publish with a reply’ option which is displayed in the ‘Publish Review’ column…

Once you click to ‘Publish with a Reply’ this will open a window allowing you to add your response. Your response must be within the character count of a minimum of 50 and a maximum of 1,000 characters. You are also asked to enter your name / your manager’s name and your position / manager’s position which will be published alongside the review, live on our website. 

Please note, you are also asked to provide your email address however, we do not publish this with the reply. 

Once you have provided your reply and details, a preview of how your response will appear on our site is displayed for you to check. Once you’re happy with your reply, you can press ‘submit’ which will send your response to our team for moderation. 

After you’ve pressed ‘submit’ the status within the ‘publish review’ column should update to show ‘Reply awaiting verification’. 

What if I do not choose one of the options listed above? 

If you do not choose to either publish a review immediately or to publish a review with a reply, your review will automatically publish within 7 days. 

Please note, you can still add a reply retrospectively to a published review for up to 6 months from the date of publication.

How do I add a reply for a published review? 

To add a reply for a published review, please visit the ‘Your Reviews’ section within your Control Panel and then select ‘Reviews Published.’

This will display all your published reviews. From that page, you will be able to scroll down to view your reviews and to select the ‘Reply’ option which is displayed in the ‘Review has a Reply’ column…

Once you have followed the steps to add a reply and have pressed 'submit' your reply will be sent to our Reviews Team for verification. You will notice that the status within the 'Review has a Reply' column will update to show 'Reply awaiting verification.' 

How do I update a reply for a published review?

You are able to update a previous reply to a review that has already been published. To do this, please visit the ‘Your Reviews’ section within your Control Panel and then select ‘Reviews Published. This will display all your published reviews. From that page, you will be able to scroll down to view your reviews and to select the ‘Update Response’ option which is displayed in the ‘Review has a Reply’ column…

This will bring up a window which includes your previous reply for the review. Here, you are able to edit the previous response and or your details. Once you have updated the reply, you will need to scroll down to press  'submit'. This will ensure your updated response is sent through to our Reviews Team for verification. Please note, if you change your mind and do not wish to update the response comment, please just click the x icon in the top right-corner, you do not need to click 'submit' if you are not updating anything. 

I have submitted a reply, how do I know when it has been verified?

If you have submitted a reply to either a published review or a review pending publication, once the team has verified your response we will send you an email advising that the review is live with your response. If there are any issues with the response you have provided, the team will make every effort to contact you. 

I've received a negative review and I'm unsure how to respond

If you have received a negative reply and are unsure of how to respond, please read our guidance for creating a positive reply to a negative review.

I've received a positive review and I'm unsure how to respond 

If you have received a positive reply and are unsure of how to respond, please read our guidance for creating a positive reply to a positive review.