Pending Moderation
This guide will walk you through managing pending reviews within the Ratings section of the UpStart Commerce Portal. Pending reviews are those that have neither been approved nor rejected and are currently in the pending queue, awaiting moderation. By following this guide, you will learn how to access and view pending reviews, examine rating and review details, add client responses, and update review statuses by accepting, rejecting, or verifying users.
Upon logging in to the UpStart Commerce Portal, navigate to the side menu. Select Ratings, then click Pending Moderation. Here, you can view a list of all pending reviews.
Tip: You can search for a specific review or filter reviews by clicking the Filter dropdown and selecting a filter from the list.
Locate and click on the review you want to update. A side window will open, displaying the rating and review details, such as overall rating, rating by aspects, review content, and customer details (invoice, name, email, phone number).
To accept or reject reviews or to verify users, click on the ellipsis (...) behind the review to open the pop-up menu.
- Accept: Click Accept to publish the review. Once accepted, the review will appear on the website.
- Reject: Click Reject to discard the review. When rejecting a review, you must provide a reason for the rejection. For example, you might enter a reason such as Review does not meet content guidelines or Inappropriate language used.
- Verify User: You can verify or unverify a user based on their invoice number and phone number. If the invoice number matches the order invoice, you can verify the user. Similarly, you can un-verify a verified user using the same steps.
Note: You can also ACCEPT or REJECT a review directly from the reviews listing page.
Add your response in the text field provided in the Client Response box. To include an image in your response, click the Attach a photo button.
Note: The review must be in an APPROVED state to add a client response.
The audit feature allows you to track changes in the reviews. To view these changes, such as the creation date and time, and the email of the user, click on the Audit tab. Here, you can see a history of modifications made to the review. Click the Refresh button to ensure you are viewing the most up-to-date information. This feature is essential for maintaining transparency and accountability in review management.
By following this guide, you can effectively manage pending reviews, add client responses, and verify users within the Ratings and Reviews system. These actions ensure that your e-commerce website maintains high-quality and credible feedback, enhancing overall customer satisfaction and trust.