Why Responding Matters
Responding to reviews — both positive and negative — signals that your business is actively engaged and values customer feedback. Potential customers read vendor responses carefully when deciding who to trust. A thoughtful response to a negative review can be more persuasive than a dozen five-star ratings with no engagement.
How to Respond
- Go to Dashboard and open the Reviews section.
- Find the review you want to respond to and click Respond.
- Write your response in the text field and submit.
Your response appears publicly beneath the review on your vendor page. You can write one response per review, and you can edit your response later if needed.
Response Guidelines
For Positive Reviews
- Thank the reviewer by name when possible.
- Keep it brief — a genuine, short acknowledgment is more effective than a lengthy template.
- Avoid sounding robotic or overly promotional.
For Negative Reviews
- Stay professional. Never respond defensively, dismissively, or with personal attacks.
- Acknowledge the specific issue the customer raised.
- Explain what steps you have taken or will take to address the problem.
- Offer to continue the conversation privately if the issue requires detailed resolution (e.g., "Please reach out to our support team at...").
General Tips
- Respond within a few days. Timely responses demonstrate attentiveness.
- Be specific rather than generic. Reference the actual content of the review.
- Keep your tone professional and measured, regardless of the review's tone.
Important: All vendor responses are public and visible to anyone viewing your vendor page. Write every response as if a prospective customer is reading it — because they are.