Negative reviews may come from unresolved support issues, and this feature gives shoppers a gentle nudge to contact your support team before submitting a low-star review. By showing your contact info in review forms and emails, you create more chances to turn frustrated customers into loyal ones and protect your store’s reputation.
Show the help screen in the review collection flow
If a customer selects a low rating (e.g., 1–2 stars, depending on your condition), a help screen appears with your message and a button to contact your support team. This prompt only shows after a low rating is selected—it won’t affect customers leaving positive reviews.
Enable the help screen
Available on the Free plan
The review collection flow is the experience customers go through when they leave a review, whether they click the Write a review button on your product page or the review link in a Judge.me email.
You can add an extra step to this flow to show your support contact info when a customer selects a low-star rating. This gives shoppers a chance to reach out before finalizing a negative review.
To show a help screen in the review collection flow:
From your Judge.me admin, go to Widgets > Write a Review > Customize.
Scroll to the Submission flow section.
Check the box Show a help screen before a negative review is submitted.
Click the Negative review settings button and adjust these settings:
Setting | Meaning | Option |
Negative review condition | The star rating that triggers the help screen |
|
Customer support email shown before reviewer submits a negative review | The email address customers see if they choose to contact support | By default, we’ll use the first email listed under Admin notifications as your support email. Enter a different email if you want. |
Click Save when you're done.
Customize text on the help screen
Available on the Awesome plan
To customize the message and call-to-action in the review form:
From your Judge.me admin, go to Widgets > Write a Review > Customize.
Click Customize text.
Scroll to the Negative review resolution and customize these texts:
Option | Default text |
Screen title | Tell us more |
Negative review resolution | Your experience matters to us. If there were issues with your purchase, we're here to help. Feel free to reach out to us, we'd love the opportunity to make things right. |
Button text | Contact us |
Click Save when you're done.
Show a resolution text in review request emails
This feature shows a help section below the star rating, encouraging customers to contact support before writing their review.
Add the resolution text
Available on the Free plan
You can also show a resolution text in the content of your review request emails:
Go to Settings > Email templates.
Click Edit on the smart template you want to update.
In the Email add-ons section, check the box Show negative review resolution text.
Click Save when you're done.
Customize the resolution text
Available on the Awesome plan
To customize the message and call-to-action in the emails:
Go to Settings > Email templates.
Click Edit on the smart template.
In Email add-ons, you can customize:
Option | Default text |
Negative review resolution text | If there were issues with your purchase, let us know we're here to help. |
Negative review resolution trigger | Reach out to us. |
Click Save when you're done.
Get your free trial
🚀 Customize the message and call-to-action shoppers see before leaving a low-star review. Try the Awesome plan free for 15 days and turn negative moments into loyalty wins.
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