How to Reply to a Customer Review
Why reply to reviews?
Replying to reviews shows customers that you care about their experience. Your reply appears publicly on your store, next to the original review. This builds trust with both the reviewer and future shoppers who read the exchange.
A good reply also lets you address concerns, correct misunderstandings, or simply say thank you for positive feedback.
How to write a reply
- Open Rivyo. Go to your Shopify dashboard, click Apps, and open Rivyo: Reviews & Loyalty.
- Click Reviews. In the left sidebar, click Reviews. The Product Reviews tab opens.
- Find the review. Browse or search the review table to find the review you want to reply to.
- Click the Actions button. In the Actions column for that review, click the actions button or icon.
- Select Reply. Click Reply. A text field opens where you can type your response.
- Type your reply. Keep it polite, professional, and relevant to what the customer wrote.
- Submit the reply. Click the button to save and publish your reply.
Your reply is now visible on the product page, displayed directly below the customer's review.
Tips for writing good replies
- For positive reviews: Thank the customer by name if possible. Keep it brief and genuine.
- For negative reviews: Acknowledge the issue, apologize sincerely, and offer a resolution. Avoid being defensive.
- For neutral reviews: Thank them for the feedback and mention any improvements you have made based on their comments.
- Keep it short. A reply of two to three sentences is usually enough. Long replies can feel overwhelming.
- Always be professional. Your reply is public. Other shoppers will read it and form an impression of your store.
✅ Quick tip: Replying to every review — even just a simple 'Thank you!' — shows shoppers that your store is active and cares about customers. Try to reply to negative reviews within 24 hours. A fast, helpful response often reassures other shoppers more than the original complaint unsettles them.
Editing or removing a reply
If you need to change a reply you have already submitted:
- Find the review. Go to Reviews and locate the review with your reply.
- Click the Actions button. Open the action menu for that review.
- Select Edit Reply or Delete Reply. Choose the option that matches what you need.
Changes take effect immediately on your store.