Customer Reviews
Customer reviews let your buyers rate and comment on the products and orders they've received. Approved reviews build trust and social proof on your storefront, and the moderation tools let you keep the feedback genuine and on-brand.
Availability: Commerce and up. Reviews appear as a sub-item under Orders in the left sidebar once the review feature is enabled and your role has the Reviews permission.
Where to find Reviews
Reviews live under Orders in the left navigation — expand Orders and click Reviews to open the moderation dashboard. If you don't see it, either your plan doesn't include reviews or your role hasn't been granted the Reviews permission (an admin can add it — see Users & Permissions).
What customers see and do
Star ratings
Customers rate their experience from 1 to 5 stars:
| Rating | Meaning |
|---|---|
| ★ | Poor |
| ★★ | Fair |
| ★★★ | Good |
| ★★★★ | Very Good |
| ★★★★★ | Excellent |
Product pages show the average rating (to one decimal), the total number of reviews, and a breakdown of how many of each star rating there are. Averages display with half-stars (for example, 4.5).
Writing a review
Customers can leave a review two ways:
- From a product page — Scroll to the Customer Reviews section, click Write a Review, choose a star rating, optionally add a title, write a comment, and submit.
- From their order — On a delivered order, a review prompt appears so they can review the products they bought.
A rating is required and the comment must be a little substantial (a few words minimum). Each customer can leave one review per product or order.
Verified Purchase badges
When a reviewer actually bought the product, their approved review shows a Verified Purchase badge. TimberCloud determines this automatically from order history — it can't be faked — so shoppers can trust that badged feedback comes from real buyers. Guests can earn the badge too, if the email they review with matches an order.
Reviews are tied to delivery
Order-based reviews become available after the order is delivered (or has a completion/delivery date). This keeps reviews grounded in a real, finished purchase.
Moderating reviews
Every review is held for your approval before it appears publicly. Nothing a customer writes goes live until you approve it.
Review statuses
| Status | Meaning | Shown publicly? |
|---|---|---|
| Pending | Submitted, awaiting your review | No |
| Approved | You approved it | Yes |
| Rejected | You declined it | No |
The Reviews dashboard
Open Orders → Reviews to moderate. You'll find:
- A stats overview — pending, approved, and rejected counts plus your average rating.
- Status filters — view all reviews, or just pending / approved / rejected.
- Quick approve / reject — act right from the list.
- A detail view — open a review to read it in full with its customer and product/order context.
When a new review comes in, you're notified in the app (the bell) and, if configured, by email.
What to reject
Consider rejecting reviews that:
- contain profanity or inappropriate language,
- are spam or promotional,
- include personal information (phone numbers, addresses),
- aren't genuine customer experiences, or
- are off-topic for the product.
Replying to reviews
You can post a public response to any review — a great way to thank happy customers and address concerns openly. Open the review in the dashboard, type your reply in the response field, and save. Your response appears beneath the customer's review on the storefront.
| Review type | A good approach |
|---|---|
| Positive | Thank the customer and show appreciation |
| Constructive | Acknowledge the feedback and note any improvements |
| Negative | Apologize, offer to make it right, and take the details offline |
| A question | Answer it helpfully |
Keep replies professional and friendly, respond within a few days, and never argue publicly.
Encouraging more reviews
- Follow up with customers after their order is delivered — that's when order reviews unlock.
- Include a review prompt in your delivery or thank-you email.
- Keep the ask short and easy, and thank people who take the time.
How reviews display
On your storefront, approved reviews show up as:
- A full review section on product pages — average rating, the star breakdown, a "Write a Review" button, and a paginated list of reviews.
- Compact star blurbs on product cards and listings — the average and a review count with a link to the full section.
- Individual review cards — reviewer name (or "Anonymous"), star rating, optional title, the comment, a relative timestamp, the Verified Purchase badge when it applies, and your response if you left one.