Manage Reviews Beta

Overview

The Manage Reviews page (formerly Moderation) helps you review, organize, and take action on customer reviews from a single workspace.

It supports day-to-day review management by making it easy to identify which reviews require attention, respond to customers, manage visual content, and apply decisions efficiently. The page centralizes all review-related actions so you can work without switching between tools or views.

Goals and outcomes

The Manage Reviews page helps you:

Identify reviews that require attention or action.
Manage text and visual content efficiently.
Apply actions individually or in bulk.
Maintain clarity around review status and visibility.
Support consistent review management workflows across your team.

Feature Overview

Understanding Views in Manage Reviews

Views determine which reviews are displayed and help you organize your workflow inside the Manage Reviews page.

Views appear as tabs at the top of the Manage Reviews page and allow you to quickly switch between different review management workflows.

When you open the page, you will see three default views:

All - Displays your entire review inventory, regardless of status.
Pending reviews – Displays reviews that currently require attention or action.
The Pending reviews view includes reviews that are not yet fully processed, such as reviews awaiting a publish/hide decision. For a detailed breakdown of what appears in this view, see the Pending Reviews section below.
Pending media - Displays reviews that contain images or videos requiring manual approval.
Reviews that include media always appear in the Pending media view until the media is approved or hidden. Reviews that include media always appear in the Pending media view. If Auto-publish is enabled, the review text may be published automatically, but the media must still go through manual approval before it becomes visible.

These views:

Are always available.
Cannot be deleted.

Understanding Review Badges

Badges help you quickly understand the status, context, or priority of a review at a glance.

Some badges are applied automatically by the system, while others are applied manually. Automatic badges may affect how a review behaves in your review management workflow (for example, whether it will be auto-published).

The following badges can appear across views, depending on the review:

Sentiment

Indicates whether a review’s sentiment is positive, neutral, or negative.

Sentiment badges appear only if the Sentiment Filter is enabled in your account. Reviews marked with a Sentiment badge are temporarily held and will not be auto-published immediately, even if they meet your auto-publish criteria. Instead, they are held for up to 14 days to allow for manual review. Learn more in the Smart Sentiment Analysis article.

Profanity

Indicates that the review contains language flagged for profanity. Reviews flagged for profanity are not auto-published.

When a review is flagged for profanity:

The word that triggered the flag is highlighted in the review.
Reviews flagged for profanity appear in Pending reviews by default and require manual review.

This helps you quickly understand why a review was flagged and what action, if any, is still required.

You can manage your profanity rules (including adding or removing blocked words or phrases) in your Settings.
Learn more in the Auto-Publishing Reviews – Blocking Profane Language section.

Publishes in X days

Indicates that the review is scheduled to be published automatically within 14 days.

This badge appears only if Auto-publish is enabled in your account.
Learn more in the Auto-Publishing Reviews article.

Shop app review

Indicates that the review was collected through your Shop platform and is managed there.

Learn more in the Reviews Collected Through Your Shop Platform section in this article.

Escalated

Indicates that the review was manually flagged for additional review or follow-up.

Click the Escalation icon to flag a review for additional review or follow-up. An Escalated badge appears next to the review. You can use the Escalated filter in the filter menu to quickly locate all escalated reviews from any of the available views - All, Pending reviews, or Pending media. Escalated reviews are not auto-published while the escalation is active, even if they meet your auto-publish criteria.

If you’ve integrated Yotpo with your help desk, escalating a review automatically sends an email notification to your defined escalation email address. You can update this email at any time under Settings > Help Desk Settings.

Actions Available in Manage Reviews

You can take action on reviews directly from the review list, regardless of which view you’re in (for example, All, Pending reviews, or Pending media). You can perform the following actions:

Reply – Respond to a review

Click Reply to open the response field beneath the review.

You can:

Select Reply publicly to post a public response that appears on your site alongside the review.
- After posting a public reply, the Reply option is no longer available.
- You can edit or delete your public reply at any time. Changes are reflected immediately on your store site.
- If you delete the public reply, the Reply option becomes available again.
Select Reply via email to send a private message directly to the customer.
- After sending an email reply, the Reply option is no longer available.
Important
Email replies cannot be edited or deleted once sent.
Use the available AI options in the reply field to generate a suggested response, which you can edit before sending.

Tip
Public replies help demonstrate responsiveness and transparency.
Email replies are useful when handling sensitive issues, such as refunds, replacements, or personal information.

Escalate

Click the Escalation icon to mark a review for additional review or action. Escalation is available only for reviews with a Pending state.

To escalate a review:

Click Escalate on the review.
Select a predefined reason (for example, Product issues, Shipping issues, Customer Service needed, or Product safety alert).
If you select Other, enter a custom reason in the free-text field.
Click Submit.

After submission:

An Escalated badge appears on the review.
The review remains in a Pending status until you publish or hide it.

Escalation is typically used when:

The issue requires input from another department.
The review mentions legal, compliance, or safety concerns.
The issue requires follow-up before the review can be finalized (for example, confirming a refund, replacement, or internal investigation).

Tag – Categorize reviews

Tags help you organize reviews for internal tracking and filtering.

To add a tag to a review:

Click the Tag option on the review.
Click Add tag.
In the search field:
- Select an existing tag, or
- Enter a new tag name to create it. Click +Create name of the tag
Press Enter to apply the tag.

You can apply multiple tags to the same review. Applied tags appear in the Tags panel for that review.

To manage your existing tags:

Click the Tag option on a review.
Click the Settings (gear) icon to open Manage Tags.
Search for an existing tag or create a new one.
Press Enter to save.

Tags are available across your account once created.

Tags are used for internal organization and reporting. They do not affect a review’s visibility on your site.

Hide – Control review visibility

Click Hide to remove a review from being displayed on your site. When hiding a review, select a reason from the dropdown.

To make a hidden review public on your site, click on Hidden and select Publish.

You can hide a published review at any time by clicking Published, then clicking Hide and selecting a reason.

Publish – Make the review visible to shoppers

Click Publish to approve the review and make it visible on your site.

Publishing changes the review’s status to Published and removes it from the Pending reviews view after refresh.

If the review includes media that has not yet been approved, it will remain in the Pending media view until the media is reviewed.

⋮ More Options

Click More options (three-dot menu) to access additional review management actions.

These actions allow you to update review classification or re-engage the customer when needed.

Mark as – Update review classification

Use Mark as to define how the review should be categorized.

You can mark a review as:

Product review – The review relates to a specific product.
Site review – The review relates to the overall store experience.
Both – The review applies to both the product and the overall site.

Correct classification helps ensure reviews appear in the right widgets and reports.

You can also mark a review as:

Incentivized product – Indicates that the product was provided to the customer as an incentive (for example, a free sample) rather than purchased.

Marking a review as incentivized helps maintain transparency and compliance with review disclosure requirements.

Re-send review request – Allow the customer to update their review

Click Re-send review request to send a new review request email to the same customer.

This action does not overwrite the existing review. Instead, it gives the customer an opportunity to submit an updated review.

Common use cases include:

The customer left positive written feedback but a low star rating, and you want to give them the opportunity to correct it.
The review was escalated, and the issue was resolved (for example, a refund, replacement, or support follow-up).
You want to allow the customer to reflect their final experience after a service recovery process.

Re-sending a review request is typically used after meaningful resolution, not as a way to suppress negative feedback.

Connect to Facebook

Connect the review to your Facebook integration to enable syndication.

If your Facebook integration is not yet connected, selecting this option redirects you to a page where you can connect your Facebook account. Once connected, eligible reviews can be syndicated to your Facebook Shop or related channels (depending on your setup).

Viewing Review Details and History

Each review includes additional details and a History log that tracks review activity.

To access them:

Click Show details beneath the review.
Open the Review info and History log sections.

The history log records key events such as:

Publish or hide actions
Replies sent (public or email)
Re-sent review requests
Status changes

This helps you understand what actions were taken on a review and how its current status was determined.

Tip
You may need to refresh the page to see the most recent updates reflected in the history log.

Selecting and Managing Reviews in Bulk

You can manage reviews individually or apply actions to multiple reviews at once.

Selecting Reviews

To select multiple reviews:

Hover over a review and click the checkbox.
Select reviews individually as needed, or click Select all to select all reviews in the current view.

Bulk Actions

Once multiple reviews are selected, you can apply an action to all selected reviews at once.

Bulk actions allow you to:

Process large volumes of reviews efficiently.
Apply consistent decisions across similar reviews.
Reduce repetitive manual actions.

You can perform the same actions available for a single review in bulk - such as Publish, Hide, Escalate. For a full description of each action, see the Actions Available in Manage Reviews section in this article.

Bulk actions apply only to reviews displayed in the current view and respect any active filters.

Filters and Sorting Reviews

Filters and sorting help you narrow down reviews and organize your review management workflow.

Sorting Reviews

You can sort reviews by:

Date (newest or oldest first).
Star rating (highest or lowest first).
Sentiment (positive or negative first).

Sorting applies within the current view.

Filtering Reviews

Filtering helps you narrow down reviews so you can focus on the ones that matter most for your current task.

Filters apply to the current view and update the review list immediately.

Filters are organized into sections:

Date range

Pick a date to filter reviews by submission date.

Status

Pending
Published
Hidden
Flagged for profanity
Escalated
Pending media

Content

Star rating (5★ to 1★)
Media (Images or Videos)
Replies (With reply or Without reply)

Review details

Content type (Product reviews or Site reviews)
Product
Source
Tags

Some filters support multi-select and search for easier selection of products, sources, or tags. You can combine multiple filters to surface highly specific sets of reviews.

To filter reviews:

Open the Filters menu.
Select one or more filter options.
The review list updates automatically to reflect your selection.

Pending Reviews

The Pending Reviews view is designed to help you focus on reviews that require attention or action.

What appears in the Pending reviews view

The Pending reviews view includes reviews that still require action or content approval.

A review will appear in Pending reviews if the review text is not yet Published or Hidden.

Pending Sub-Views

At the top of the Pending reviews view, you’ll see quick filters (sub-views) that group reviews based on why they are pending.

Examples include:

Publishes soon – Reviews scheduled to be published automatically in the coming days.
Profanity – Reviews flagged for profanity that require manual review.
Escalated – Reviews that were escalated and are awaiting follow-up.

These sub-views help you focus on a specific type of review that requires attention.

Pending Media

The Pending media view displays reviews that contain images or videos requiring manual approval.

What appears in the Pending media view

A review appears in Pending media if:

The review includes images or videos that have not yet been approved or hidden.

Text and media are managed separately. This means:

A review’s text can be published (if you have enabled the auto-publishing) while its media remains pending.
Media can be approved or hidden independently of the review text.

Media is always approved manually, so if a review contains media, it will appear in the Pending media view until all required media actions are completed.

This ensures that visual content meets your brand and policy standards before being displayed publicly.

Managing media from the Pending media view

When reviewing media, you can:

Approve the image or video to make it visible to shoppers.

To manage reviews that contain pending images or videos:

Open the Pending media view.
Scroll to any of the reviews that require action.
Click on the tick on the image or video to directly approve the media or on the Expand arrows to expand the media
Then click Publish to approve the media or close the media to leave it unpublished.
If you would like to unpublish published media, click on Published and then click Hide and it will go back to your Pending media view.

Once all associated media has been approved or hidden, the review will no longer appear in the Pending media view.

After Publishing a Review in the Pending Reviews or Pending Media View

When you take an action on a review in any of the pending views (for example, publishing it), the review does not disappear immediately from the list. Instead, the review remains visible in the current view until you refresh the page or switch to a different view.

This allows you to:

Continue working on the same review.
Add a comment, escalate the review, or take additional actions.
Avoid having to search for the review again after publishing it.

Once the page is refreshed or you switch views, the review will no longer appear in the relevant pending view.

Understanding Pending Counters

Each view - Pending reviews and Pending media - displays its own counter showing the number of unique reviews that match that view’s criteria. The counter does not change when you apply filters within the view.

Each Pending sub-view (such as Publishes soon, Profanity, or Escalated) also displays its own counter, reflecting the number of reviews that match that specific condition.

Important
A single review may appear in more than one sub-view if it meets multiple criteria (for example, a review may be both Escalated and Pending media).
The Pending reviews counter reflects the total number of unique reviews with a Pending status, not the sum of all sub-view counters.
This ensures the total in the Pending tab is not double-counted, even when a review matches multiple sub-view conditions.

Filters and sorting in the pending views

Note
When you open the Pending reviews view, only reviews that require action are displayed. Other statuses (such as Published or Hidden) are not available in these views.
When you open the Pending media view, only reviews with pending media are shown.
To access all reviews, go to All view.

When viewing the Publishes soon sub-view, reviews are automatically sorted from oldest to newest, so the ones scheduled to publish first appear at the top.

Exporting Reviews

You can export reviews based on the current view and applied filters.

Exporting allows you to:

Generate reports aligned with specific review management workflows.
Export only the reviews relevant to the selected view.

To export your current view:

Click Export.
Choose the reviews you want to export.
Select the destination email from the drop-down menu.
Click Export.

Reviews Collected Through Your Shop Platform

Some reviews are collected through your shop platform (for example, when reviews are managed directly by the platform itself rather than through Yotpo’s review management flow).

You’ll still see these reviews in the Manage Reviews page, so you’re aware they exist, but they behave a bit differently from other reviews.

How These Reviews Appear

They appear only in the All view.
They never appear in any of the pending views.

This is because these reviews are managed directly within your shop platform, not within Yotpo.

What you can (and can’t) do with them

You can view the review and its current status.

You can’t view options to publish, hide, or reply to the review in the Manage Reviews page.

These reviews:

Appear only in the All view.
Never appear in any of the pending views.
Are displayed only after they have been moderated in your shop platform.

Decisions for these reviews are handled directly within your shop platform, and Yotpo simply displays the result for visibility.

Any updates made at the platform level are automatically reflected, so the review’s status stays consistent across systems.

These reviews are clearly labeled, making it easy to understand why certain actions aren’t available.