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Customer Review Editing

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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.

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12 hours ago, Tucker said:

There is one big issue with this new [Product Reviews] feature. My customers cannot edit or delete their reviews.

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 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.

Edited by paul2009
edited for clarity

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Yes! I really hope that you are right and that they will add that functionality soon. I am tempted to turn reviews off until they do make editing possible. Do you know if disabling the reviews will delete all prior reviews, or will it just hide them?

I completely forgot about the Circle Member Forum! Thanks for reminding me haha! I will definitely put my feedback there as well.

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1 hour ago, Tucker said:

Do you know if disabling the reviews will delete all prior reviews, or will it just hide them?

It just hides them.

Improve your online store with our extensions.
About: Squarespace Circle Leader since 2017. I value honesty, transparency, appreciation and great design ♥.
Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™.
Content: Links in my posts may refer to SF Digital products or may be affiliate links.

Buy me a coffee

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  • 3 months later...
13 hours ago, Chloedymonddesign said:

I agree! Do we no if they are working or have already implemented an edit version for customers / even a delete option for website admin? 

I might turn mine off until further notice.

I have yet to hear about this being a feature. I have mine shut off as well until we get this. @Chloedymonddesign If you haven't already I would recommend submitting a request for this feature to Squarespace support. The more request submitted for a feature the more likely we are to get that feature.

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14 hours ago, Chloedymonddesign said:

Do we no if they are working or have already implemented...a delete option for website admin? 

There is a 'hide' option already. You can remove any individual review(s) from public view.

Edited by paul2009

Improve your online store with our extensions.
About: Squarespace Circle Leader since 2017. I value honesty, transparency, appreciation and great design ♥.
Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™.
Content: Links in my posts may refer to SF Digital products or may be affiliate links.

Buy me a coffee

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It's crazy to me that we don't even have the option to respond to reviews! When I'm shopping on a new site I always look at reviews and if there are negative ones, a polite response from the seller is reassuring to me that the issue was dealt with. I sell digital goods and sometimes customers are just not tech savvy and leave a negative review rather than reaching out when they have a problem.

I don't want to have to turn off all reviews because I do think having reviews visible helps build trust with customers. I'm assuming that even if I hide an individual review, that 1 star rating will be reflected in the displayed average?

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  • 4 weeks later...

Does anyone know if they are planning to update this feature so we can at the very least respond to negative reviews?  Being able to delete would be helpful too.   I had an unfair review that I can't delete.  Customer had a damaged product that was a fluke from the printing company, sent them a new product that was not damaged, of course there's no way for the customer to update the resolution either, she makes it sound like all of them are like that and it might be hurting my sales to have that there. 

 

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18 minutes ago, RamonaSchmidt said:

I had an unfair review that I can't delete.

It’s not possible to delete a review, but you can hide a review from displaying on your product details pages. Click Commerce > Product reviews then find the review you want to hide, click the Visibility drop-down menu, click Hidden, then click Hide.

Improve your online store with our extensions.
About: Squarespace Circle Leader since 2017. I value honesty, transparency, appreciation and great design ♥.
Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™.
Content: Links in my posts may refer to SF Digital products or may be affiliate links.

Buy me a coffee

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  • 1 month later...

It's CRAZY to me that Squarespace has still not added the ability to at least respond to reviews. Does anyone know how to actually bring this to their attention?

In the past whenever I've lert customer service know about the lack of a feature, it feels like screaming into a void. Why are they so slow to evolve?

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