Moderating Q&A
Moderating Q&A
Article Summary
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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:
- Type your search term in the Search field
- Press Enter
- A list of reviews and questions containing the search term is displayed.
- 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
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