Moderating Q&A

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Products


Reviews
Supported plans

Pro, Premium, Enterprise

eCommerce Platform

Shopify, Shopify Plus, Adobe Commerce (Magento), BigCommerce, WooCommerce, Volusion, Salesforce Commerce Cloud, Custom

To access the Moderation panel, go to Reviews > Moderation

Refreshing the display

To... Click...
Refresh the list of questions Refresh

Selecting all content on a page

To... Click...
Select all questions on a page Select All
  • All the questions are selected
  • A tick appears in the Select All checkbox and the question checkboxes

Deselecting all content on a page

To... Click...
Deselect all questions on a page Select All
  • All the questions are deselected.
  • The tick in the Select All checkbox and the question checkboxes are cleared.

Selecting individual questions

To...
Select individual questions Select the checkbox(es) next to the review(s) or question(s).
  • A tick appears in the checkbox.

Deselecting individual questions

To...
Deselect individual questions Select the checkbox(es) next to the review(s) or question(s).
  • The tick in the checkbox disappears.

Searching

You can search for any text in review content, question content, product name, product ID, or reviewer email. UIDTo search:

  1. Type your search term in the Search field
  2. Press Enter
    • A list of reviews and questions containing the search term is displayed.
  3. Click the result to open the review or question
    • The review or question is displayed and the search terms are cleared.
Tip:
For more refined product searches, include product criteria such as product SKU, UPC, MPN, ISBN

Filtering

Filtering on Profanity

To...
Show only questions that have been flagged as containing profanity according to the filter. Select the Flagged for Profanity checkbox
Hide questions that have been flagged as containing profanity according to the filter. Deselect the Flagged for Profanity checkbox

Questions

Filtering questions

Filtering by status

You can show content by status: All, pending (question that has not been answered), or submitted (question that has been answered)

To show.. Click...
All reviews (answered and unanswered) All
Pending questions (questions waiting for an answer) Pending
Submitted questions (questions that have been answered) Submitted

Filtering by sub-status

You can drill down further in your content using the sub-status option under Status.

Showing pending questions by sub-status

To show..
Questions that are pending an answer from your customers Click Pending under Status. Select the Pending to be answered by shoppers checkbox. Questions that are waiting for a customer to answer them are shown.
Questions that are pending an answer from the shop owner Click Pending under Status. Select the Pending to be answered by owner checkbox. Questions that are waiting for the shop owner to answer them are shown.

Showing submitted questions by sub-status

To show..
Questions that have been answered by past shoppers Click Submitted under Status. Select the Answers by past shoppers checkbox. Questions that were answered by past shoppers are shown.
Questions that have been answered by the shop owner> Click Submitted under Status. Select the Answers by shop owner checkbox. Questions that were answered by the shop owner are shown.

Moderating questions

Number Name Description
1   Selection box
2 Answer Answer the question as the store owner. The Answer button shows the number of answers this question has received

Send to Past Shoppers Send the question to past shoppers so they can answer
3 Details: User Name: The name the customer provided in the review
User Email: The email the customer provided in the review
Asked on: Name of the product in your store
Unique Specs: Unique specifications attributed to the product
4 Answers: Answers by store owner or past shoppers
5 Publish Publish the Answer

Unpublish Unpublish the Answer
6 Tags: Status of the question: Pending answer, Answered, Rejected
7 Date: The date the customer asked the question.

Sending questions to past shoppers

To...
Send a question to past customers of the product for an answer Click Send to Past Shoppers for the question you want to send. The question is sent to customers who purchased the product within the last 21 to 35 days with a request to answer.
Send questions to past customers of the product for an answer Select the checkboxes for the questions you want to send. Select Send to Past Shoppers at the top of the screen. The questions are sent to customers who purchased the product with a request to answer.

Answering Questions

To...
Answer a question publicly Click Answer. Write your answer. Select Public. Click Post. The answer is published on your store's website under the question. The counters are updated.
Answer a question privately Click Answer. Write your answer. Select Private. Click Post. The answer is sent to the email of the customer who asked the question. The counters are updated.
Edit an answer that has already been given Click Answer. Scroll to the answer. Click Edit. Edit the content. Click Done.
Delete an answer that has already been given Click Answer. Scroll to the question. Click Delete. The answer is removed from the question. If there are no other answers and you answered in public, the question-answer pairing is unpublished from your store's website.

Rejecting Questions

If you have finished moderating a question, or wish to remove it from the published or pending lists, you can reject it.

To...
Reject a single question Click Reject
Reject multiple questions Select the checkboxes for the questions you want to archive
Select Archive in the Action menu at the top of the screen. 
  • The questions are Rejected