How do I reply to customer reviews?
Introduction
Replying to reviews is a powerful way to engage with your customers, thank them for feedback, and address concerns directly. In Roadmap, you can reply to reviews from the admin dashboard, and your response will appear on the product page below the customer’s review.
1. How to Reply to a Review
- Go to Roadmap → Reviews → Moderation (or Reviews → All Reviews if already published).
- Find the review you want to reply to.
- Click Reply.
- Write your response.
- Example: “Thanks for your feedback, we’re so glad you loved the product!”
- Save your reply.
👉 The reply will appear on the product page directly under the customer’s review.
2. Editing or Deleting Replies
- Edit a reply → If you need to fix a typo or update your message, click Edit Reply.
- Delete a reply → Remove it entirely if no longer needed.
- 👉 The customer’s original review will remain intact — only your reply is affected.
3. Best Practices for Replying
- Thank positive reviewers → Acknowledge happy customers to build loyalty.
- Address concerns openly → For lower-star reviews, provide helpful information or invite them to contact support.
- Be authentic → Replies should sound human, not scripted.
- Act quickly → Fast responses show you value customer feedback.
4. Klaviyo Notifications (Optional)
- Roadmap can integrate with Klaviyo flows to notify customers when you reply to their review.
- This re-engages them and shows that their feedback was seen and valued.
Common Questions
- Are replies public?
- Yes — replies appear under the customer’s review on the product page.
- Can I reply to a review more than once?
- Yes — but typically you’ll just add one reply. You can edit or delete it if needed.
- Can customers reply back?
- No — Roadmap supports one-way admin replies, not threaded conversations.
- Do replies work with shared reviews?
- Yes — the reply shows everywhere that review is displayed.
Summary
You can reply to reviews in Roadmap by opening the review in the admin, clicking Reply, and publishing your response. Replies appear under the review on the storefront, helping you thank customers, address concerns, and build trust.