Reviews & Ratings
Build trust and credibility with customer reviews and testimonials
Why Reviews Matter
Customer reviews are one of the most powerful tools for growing your online business. They:
- Build trust with potential customers (93% of consumers read reviews before buying)
- Improve your product listings and shop credibility
- Provide valuable feedback for improvement
- Boost social proof and word-of-mouth marketing
- Help your shop rank better in search results
- Increase conversion rates by 18-270%
How to Request Reviews
🤖 Automatic Review Requests
ShopKatalog automatically sends review request emails to your customers 3 days after their order is created. This happens in the background - you don't need to do anything!
How It Works:
- Customer places an order
- System waits 3 days (optimal time for product to arrive and be tested)
- Email automatically sent with personalized review link
- Customer clicks link and leaves review
- Review appears on your shop page
✅ Pro Tip: This automated system ensures you never miss asking for reviews, but you can always follow up manually using WhatsApp, Instagram, or Facebook for a more personal touch!
Best Time to Ask (Manual Follow-ups)
✅ Ideal Timing: 2-3 days after delivery
Customer has received and used the product, and the positive experience is still fresh in their mind.
⚠️ Too Early: Same day as delivery
They haven't had time to properly test or use the product yet.
❌ Too Late: More than 2 weeks later
The excitement has worn off and they're less likely to remember or respond.
Request Templates
Simple & Direct
"Hi [Name]! 😊
I hope you're loving your [product]!
If you have a moment, I'd be so grateful if you could leave a quick review. It really helps me grow my small business! ⭐
[Link to review page]
Thank you so much!"
With Incentive
"Hi [Name]! 👋
Thank you for your recent purchase! I hope you're enjoying your [product]. 💙
Would you mind sharing your experience with a quick review? As a thank you, I'll send you a 15% discount code for your next order! 🎁
Just reply with your feedback or leave a review [here].
Thanks for supporting my shop!"
Photo Review Request
"Hey [Name]! 📸
I'd LOVE to see how you're enjoying your [product]! Would you mind snapping a quick photo and sharing it?
I'll feature it on my shop page (with credit to you!) and send you a special discount for your next order! 😊
Thanks for being an awesome customer!"
Making It Easy to Leave Reviews
1. Provide Direct Links
Share a direct link to your shop's review page or Google Business page. Don't make customers hunt for where to leave feedback.
2. Accept Reviews via Message
Some customers prefer to just reply with their feedback. That's fine! Ask permission to post their review and screenshot it.
3. Keep It Short
Don't ask for an essay. "Just a sentence or two about your experience" feels less daunting than "write a detailed review."
4. Offer Multiple Platforms
"Feel free to review on Google, Facebook, or just send me a WhatsApp message!" Give options to match their preference.
Types of Reviews to Collect
⭐ Star Ratings
Quick and easy. 5-star rating systems work well for busy customers.
💬 Written Testimonials
Detailed feedback about their experience. Great for building trust.
📸 Photo Reviews
Most powerful! Customers wearing/using your products. Social proof on steroids.
🎥 Video Reviews
Ultimate social proof. Rare but extremely valuable for building credibility.
Responding to Reviews
Responding to Positive Reviews
Always respond! It shows you care and encourages others to review.
Template:
"Thank you so much, [Name]! 😊 I'm thrilled you're happy with your [product]! Your support means the world to me. Looking forward to serving you again soon! 💙"
Responding to Negative Reviews
Don't panic or get defensive! This is your chance to show professionalism.
The 4-Step Response:
- Acknowledge: "Thank you for your feedback, [Name]."
- Apologize: "I'm sorry you had this experience."
- Explain (briefly): If appropriate, provide context without making excuses.
- Offer solution: "I'd love to make this right. Please message me so we can resolve this."
Example:
"Hi Sarah, thank you for your feedback. I'm so sorry the color wasn't what you expected. I strive for accurate photos, but lighting can sometimes affect how colors appear. I'd love to make this right - please send me a message so we can arrange an exchange or refund. Your satisfaction is my priority!"
Responding to Neutral Reviews (3 stars)
These customers had an okay experience but weren't wowed. Turn them into fans!
Template:
"Thank you for your review, [Name]! I'm glad you received your order. I'd love to hear how I can improve and earn that 5th star next time! Please feel free to message me with any suggestions. 😊"
Displaying Reviews Effectively
On Your Shop Homepage
Feature 3-5 of your best reviews prominently. Include customer names (with permission) and photos if available.
On Product Pages
Show reviews specific to each product. This helps customers make informed decisions.
On Social Media
Share customer reviews as posts and in your bio. Screenshot WhatsApp testimonials (with permission).
In Instagram Highlights
Create a "Reviews" or "Happy Customers" highlight showing photo reviews and testimonials.
Review Collection Best Practices
Personalize Your Request
Use the customer's name and mention the specific product they bought.
Make It Feel Special
"Your feedback would mean so much to me as a small business owner!"
Show Existing Reviews
"Join 100+ happy customers who've shared their experience!"
Follow Up (Once)
If they don't respond in a week, send one gentle reminder. Then leave it.
Never Buy Fake Reviews
It's unethical and damages trust when customers find out. Build real reputation.
Don't Pressure or Beg
One or two polite requests are fine. Multiple follow-ups feel desperate and annoying.
Don't Only Show 5-Star Reviews
Having some 4-star reviews looks more authentic. Perfect 5.0 can seem fake.
Dealing with Fake or Malicious Reviews
What to Do
- Stay calm and don't respond immediately while emotional
- Check if the reviewer was actually a customer
- If it's from a competitor or fake account, report it to the platform
- If from a real customer, respond professionally (see negative review response above)
- Provide evidence (order numbers, chat history) if needed
- Request removal from the platform if review violates policies
- Focus on getting more positive reviews to dilute the negative one
Using Reviews for Improvement
Reviews aren't just for showing off - they're valuable feedback:
- Track patterns: Multiple reviews mentioning slow delivery? Time to improve logistics.
- Product insights: Customers saying sizes run small? Update your product descriptions.
- Feature requests: Customers asking for something you don't offer? Consider adding it.
- Testimonial mining: Notice which benefits customers mention most. Use that in marketing.
- Quality control: Complaints about specific products? Check your supplier or quality.
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