Once you find the reviews you want to work with, you may want to respond to unanswered questions, address consumer complaints, or browse positive feedback to learn about marketable product strengths pointed out by consumers.

To interact with your reviews:

  • Create a report of selected reviews by clicking Export above the review list.
  • Select the title of a review to view its details, or to moderate the review.

Respond to negative reviews

Consumers provide product feedback and insights. In return, they want responses that demonstrate you are listening and acting on input. By responding to negative reviews, you can increase consumer satisfaction and confidence, manage expectations, and provide information about future product improvements. You can also discuss consumer success stories, suggest products that complement the reviewed product, or provide answers to questions in a review to encourage additional purchases.

Negative reviews fall into two general categories:

  • Reviews that cite a specific product or service issue that can be addressed. These reviews are sometimes referred to as actionable negative reviews.
  • Reviews that include an abstract grievance that is difficult to address. These reviews are often labeled non-actionable.

Choose a response interval that takes into account the volume of reviews and the availability of staff to respond. A routine interval may be daily or weekly. Additionally, stay alert for reviews that point to potential liability issues. These reviews should be flagged for further consideration by your company’s legal department.

Filter reviews for response

You can find reviews that need responses in several ways. One fast way is to search for all reviews with low ratings.


You can also search for keywords in the search field, indicated by the magnifying glass icon. Try terms like “broken,” “difficult,” or “disappointed” to find negative reviews that might need a response. To clear a keyword search, delete the search terms from the search field, then click the magnifying glass icon.

Additionally, you can use the word cloud feature to view words frequently used in your negative reviews and use those words to narrow your search.

  1. Use these filtering techniques first.
  2. Click a filtered review to see the full review.

Compose review responses

After you find a review that needs a response, complete these steps to write a response:

  1. Hover over the review and select View Details. If available, the reviewer’s email address will be listed with the reviewer’s nickname.
  2. Copy and paste the email address into your email client. For security and privacy reasons, use an email alias, such as CustomerService@example.com, in the Reply-To field of your email.
  3. Craft your response, keeping the following best practices in mind:
    • Avoid a canned response, which can seem impersonal. Instead, be authentic and transparent.
    • Empathize with the reviewer’s frustration.
    • Provide a short-term solution, such as:
      • Recommending a product better suited for the reviewer’s use case.
      • Providing a customer care number and suggesting appropriate next steps.
    • Let the reviewer know how your company plans to resolve systemic problems or design issues.
    • Share any upcoming changes to this product.
    • If the problem cannot be resolved, apologize to the reviewer and offer a coupon or refund as a gesture of sincerity.
Tip: If you are interested in learning more about managing reviews, we do have more comprehensive articles available. Note that these are not adapted to Collect-Distribute users and may describe features that are not included in your plan. See Ratings & Reviews content management.