Tucker

Completely agree.
Being kept at the mercy of some grumpy customers' unwarranted bad reviews without right of reply is a deal breaker for me.

For example, during COVID lockdowns, the postal service took much longer than usual, so we copped 1-star reviews for transit times even though we warned customers that they might be better opting for DHL instead of international post.

Other bad reviews have been prompted by customers not understanding a part of the instructions. We patiently explained where they were going wrong after seeing the bad review, but too late. Damage done.

'Damage' is a word I use advisedly, as this crippled feature is doing damage to our carefully guarded reputation.

Please improve it to the level of a properly functioning tool.

What is SquareSpace waiting for?!  This is important functionality that should have been implemented sometime in the past year since this was first raised here (and probably elsewhere before).  Review responses are an important tool for merchants and for customers (how a merchant responds to a customer is at least as important as the complaint).

Site URL: https://pump.eppwellsolutions.com/
Ok, I was so excited to see the new review feature in Squarespace. I used to have to make a whole page to add my customer's reviews manually, but with the automatic emails and having the reviews right on my product page is so nice. Unfortunately there is one big issue with this new feature. My customers cannot edit or delete their reviews.
Anyone with a store probably knows this scenario all too well. Order is delivered, customer gets review notification and  had one small issue that would be easily fixable but rather than reaching out for it to be solved gives a less than ideal review. After reading the review you reach out to your customer to solve the problem and increase their satisfaction with you product. After your customer support your customer is now happier than ever and would give a 5 star review without question. So now what.....they cannot edit their review to give their whole story and show their appreciation with your customer support, and they cannot delete their review and do an updated one. 
What do you all think? Do you think that our customers should have the option to edit or delete their reviews if they want to? Do you think that this is just a feature that hasn't been added yet or a decision that Squarespace has made against having that ability?
I really hope that my customer's will be able to do this soon with my Squarespace site, or I will probably be switching back to inputting them manually on a custom page.

Site URL: https://pump.eppwellsolutions.com/
Ok, I was so excited to see the new review feature in Squarespace. I used to have to make a whole page to add my customer's reviews manually, but with the automatic emails and having the reviews right on my product page is so nice. Unfortunately there is one big issue with this new feature. My customers cannot edit or delete their reviews.
Anyone with a store probably knows this scenario all too well. Order is delivered, customer gets review notification and  had one small issue that would be easily fixable but rather than reaching out for it to be solved gives a less than ideal review. After reading the review you reach out to your customer to solve the problem and increase their satisfaction with you product. After your customer support your customer is now happier than ever and would give a 5 star review without question. So now what.....they cannot edit their review to give their whole story and show their appreciation with your customer support, and they cannot delete their review and do an updated one. 
What do you all think? Do you think that our customers should have the option to edit or delete their reviews if they want to? Do you think that this is just a feature that hasn't been added yet or a decision that Squarespace has made against having that ability?
I really hope that my customer's will be able to do this soon with my Squarespace site, or I will probably be switching back to inputting them manually on a custom page.

Site URL: https://pump.eppwellsolutions.com/
Ok, I was so excited to see the new review feature in Squarespace. I used to have to make a whole page to add my customer's reviews manually, but with the automatic emails and having the reviews right on my product page is so nice. Unfortunately there is one big issue with this new feature. My customers cannot edit or delete their reviews.
Anyone with a store probably knows this scenario all too well. Order is delivered, customer gets review notification and  had one small issue that would be easily fixable but rather than reaching out for it to be solved gives a less than ideal review. After reading the review you reach out to your customer to solve the problem and increase their satisfaction with you product. After your customer support your customer is now happier than ever and would give a 5 star review without question. So now what.....they cannot edit their review to give their whole story and show their appreciation with your customer support, and they cannot delete their review and do an updated one. 
What do you all think? Do you think that our customers should have the option to edit or delete their reviews if they want to? Do you think that this is just a feature that hasn't been added yet or a decision that Squarespace has made against having that ability?
I really hope that my customer's will be able to do this soon with my Squarespace site, or I will probably be switching back to inputting them manually on a custom page.

I'm not aware of any cart issues in the last 48 hours but if your website is on a Commerce Advanced billing plan you'll be able to check cart abandonment rates.
You can view them in Analytics > Abandoned Cart and view them by the hour/day/week and so on.
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I would recommend reaching out to Squarespace support about this issue. They may have some insights as to why this could be happening. 
It would be very valuable though, if you could figure out a way to replicate the issue, and share that information with support.
If you find your customer's having this issue again you can always check out status.squarespace.com to see at a glance if it is an outage on Squarespace's systems.

Hello Squarespace Community!
 
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I agree! The ability for customers to edit/delete their reviews is a must have.
We also need to be able to reply publicly to reviews, so that merchants can explain the context of a negative review, offer assistance to a customer who did not reached out for help before posting and to thank customers who took the time to give a positive review about their experience.
I fully expect these new features to be added but this new feature is being rolled out iteratively - basic functionality was added first with advanced functionality to be added over a period of time as developer resource becomes available. Hopefully it won't be too long because right now the negative reviews - without update or context - could wreak havoc on sales.
@Tucker As a Circle member, you may want to add your comments to this thread.

It just hides them.

Site URL: https://pump.eppwellsolutions.com/
Ok, I was so excited to see the new review feature in Squarespace. I used to have to make a whole page to add my customer's reviews manually, but with the automatic emails and having the reviews right on my product page is so nice. Unfortunately there is one big issue with this new feature. My customers cannot edit or delete their reviews.
Anyone with a store probably knows this scenario all too well. Order is delivered, customer gets review notification and  had one small issue that would be easily fixable but rather than reaching out for it to be solved gives a less than ideal review. After reading the review you reach out to your customer to solve the problem and increase their satisfaction with you product. After your customer support your customer is now happier than ever and would give a 5 star review without question. So now what.....they cannot edit their review to give their whole story and show their appreciation with your customer support, and they cannot delete their review and do an updated one. 
What do you all think? Do you think that our customers should have the option to edit or delete their reviews if they want to? Do you think that this is just a feature that hasn't been added yet or a decision that Squarespace has made against having that ability?
I really hope that my customer's will be able to do this soon with my Squarespace site, or I will probably be switching back to inputting them manually on a custom page.