Review details

Opening a review shows everything about it: the review and its history on the left, and its details on the right. From there your team publishes or rejects it, replies to it, and uses the actions in its More menu.

Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and click a review to open it.

A review opens over the page you opened it from, such as a review list, a product's or a profile's Reviews tab, an order, or a review notification email. Closing it takes you back.

Previous review and Next review in the header, or your arrow keys, page through the list you came from. They follow its tab, sort, search, and filters, and wrap around at both ends.

The left side of a review shows what the reviewer wrote, and what Cevoid found in it.

• Stars and signals: The rating, plus the sentiment and credibility Cevoid detected. Hover over a signal to see why.
• Title and text: A review in another language shows Cevoid's translation into your workspace's primary language, marked Translated from and the language. Click Show original or Show translation to switch.
• Analysis badges: Highlights, Cons, Question, Profanity, Personal info, and Harmful content, each with a count. Hover over or click a badge to highlight those parts of the text. Highlighted profanity and personal information say whether shoppers see them masked: see Content masking.
• Questions: The reviewer's answers to your review questions

Below them come the photos and videos, the Activity timeline, and Reply (see Replies). Your team always sees the reviewer's original wording, even where shoppers see masked text.

A pending review has Publish and Reject at the bottom of the page: see Moderation. When Reviews AI thinks a review was filed as the wrong type, it suggests Convert to company review or Convert to product review there too: see Convert between product and company reviews.

Photos and videos on a review are approved when the review comes in. Reject one to hide it from shoppers while the rest of the review stays.

1. Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open the review
2. Hover over the photo or video
3. Click Reject photo or Reject video in its corner. The tile shows Rejected, and shoppers no longer see it.

To show it again, hover over the tile and click Restore photo or Restore video. Both decisions appear in Activity.

• A warning badge on a tile means Cevoid's media analysis flagged it. Hover over the badge to see why.
• Click a tile to open the photo or video, with the alt text Cevoid wrote for it, and for a video its Video description, Audio, and Captions
• A review with no title or text whose photos and videos are all rejected becomes a star-only rating: it counts toward the average rating, but widgets don't list it

The right side of a review has two tabs: Details and Rights.

The Rights tab shows the consent the review form recorded: Content policy approved, Consent declined, or No consent collected, with the version of your content consent policy the reviewer saw, the text the form showed, and when, where, and in which language they answered. An imported review shows Imported review, because Cevoid collected no consent for it. See Legal policies.

Every review has an Activity timeline of what happened to it and who did it, oldest first. It updates as things happen, and Show earlier activity opens older entries.

• The order and the review request emails, when the review came from an order
• The submission, the reviewer's edits with what changed, and removal by the reviewer
• Cevoid's analysis, with a summary of what it found
• Holds with the rules that matched, publishing, including Published automatically, and rejection with its reasons
• Hiding and showing the review again, pins, labels, disclosures, conversions, and decisions on photos and videos
• Replies, marked Written by Cevoid Agent or Edited from a Cevoid Agent draft when they came from a suggested reply

Pinned product reviews lead the product's review widgets, newest pin first, until a shopper picks another order. Pinning changes the order only: averages and counts stay the same. Only published product reviews can be pinned, and a product shows at most 5 pinned reviews across all its variants and markets.

1. Navigate to Reviews → Product reviews⁠ and open the review
2. Click More at the top of the review
3. Select Pin to product

If the product already shows 5 pinned reviews, Cevoid asks before it unpins the oldest one: click Pin and unpin oldest. To remove a pin, select Unpin from product in the same menu. Rejecting or hiding a pinned review removes its pin, and the review doesn't get it back if it becomes visible again. Company reviews can't be pinned. For how widgets show pins, see Review widgets.

Disclosures tell shoppers about a review's background. Review widgets always show them, and widget settings can't hide them.

1. Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open the review
2. Click More at the top of the review
3. Select Mark as incentivized or Mark as insider. The sidebar shows Incentive or Insider.

To remove a disclosure, select Unmark as incentivized or Unmark as insider. An incentivized product review can't be converted to a company review.

Move a product review that was filed under the wrong product. The ratings of both products update. If the new product is blocklisted or no longer in your catalog, the review is hidden there.

One review:

1. Navigate to Reviews → Product reviews⁠ and open the review
2. Click More at the top of the review
3. Select Move to another product
4. Select the product. Type to search for it. The review moves as soon as you select it.

Every review of a product:

1. Navigate to Products⁠ and open the product
2. Click More at the top of the page
3. Select Move reviews to another product
4. Select the product under Target product
5. Click Move reviews

The same action is in the ... menu on the product's row in Products.

To move several reviews, select them in the list and use Actions: see Act on several reviews at once. A customer can have one review per product, so a review can't move to a product its reviewer has already reviewed. Moving every review of a product moves none of them if any of its reviewers has.

Convert a review filed as the wrong type, such as a product review that's only about delivery. Cevoid creates a new review of the other type with the same rating, title, text, photos and videos, reviewer, verification, consent, source, and disclosures. The new review gets a new created date and goes through moderation again.

1. Navigate to Reviews → Product reviews⁠ and open the review
2. Click More at the top of the review
3. Select Convert to company review
4. Enter why the review belongs on the other type in Reason
5. Click Convert to company review

To convert a company review, open it from Reviews → Company reviews⁠, select Convert to product review in More, and enter a Reason. Then select the product under Product: the conversion runs when you select it.

• The original: It becomes Converted, leaves every list, and is kept for your records. Both reviews' Activity records the conversion and its reason.
• What stays behind: Answers to review questions, replies, labels, pins, reports, and helpful votes stay with the original
• What can't be converted: Hidden reviews, and incentivized product reviews to company reviews
• Suggested conversions: When Reviews AI suggests one, click the convert button at the bottom of the review, and Reason is filled in. See Reviews AI.

Your team can delete only reviews you imported. A review a customer wrote can't be deleted: to take it down, reject it. See Moderation.

1. Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open the imported review
2. Click More at the top of the review
3. Select Delete review
4. Click Delete review to confirm

There's no bulk delete. To remove everything one import brought in, undo the import: see Import and export reviews.

Reviews written through a review request, the review form on your store, or a link to the form have a personal update link. The reviewer uses it to edit or delete their review. The thank-you email carries it, when you send one (see Review emails), and your team can copy it to send it yourself.

1. Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open the review
2. Click the Details tab in the sidebar
3. Click the copy icon in the link field under Review editing, at the bottom of the tab

Copy update link in the review's More menu does the same. To make old links ask for an email code, click the menu icon next to Review editing, select Reset editing link…, and click Reset link. Open editing sessions end too.

When the reviewer edits their review, it goes back to pending and through moderation again, and Activity shows what changed. Replies stay. A reviewer can edit a review 3 times in 24 hours. Imported and hidden reviews have no update link.

Your team can't edit a review's text, rating, reviewer name, or date, so reviews stay as their reviewers wrote them. To take a review down, reject it. To get it changed, the reviewer edits it with their update link.