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 a Contact us button in your review collection flow and Contact us link in your review request emails, you create more chances to turn frustrated customers into loyal ones and protect your store’s reputation.
How it works
After you enable the negative review prevention in the review collection flow, here’s what happens:
When a customer selects a low rating in the review form (based on your chosen threshold), a help screen appears with your custom message and a Contact us button.
When the customer clicks the Contact us button, their default email app automatically opens with:
To: your customer support email address
Subject line: "Issue with my recent purchase from [your store name]"
If you include a similar help text in your review request emails, here’s what happens:
When a customer receives the review request email, they can click the Reach out to us link before leaving a review.
When the customer clicks the Reach out to us link, their default email app automatically opens with:
To: your customer support email address
Subject line: "Issue with my recent purchase from [your store name]"
Show a help screen in your review collection flow
To show the help screen when customers select a low star rating in your review collection flow:
Step 1: Enable the help screen in the review collection flow
Available on the Free plan
To enable the help screen in the review collection flow:
From your Judge.me admin, go to Setting > Widgets.
Find the Write a review card and click Customize.
Open the Submission flow section.
Scroll down to find and check the box next to "Show a help screen before a negative review is submitted".
Click Save at the top of your screen.
Step 2: Customize the rating threshold and support email address
To set a rating threshold that will trigger the help screen in the review collection flow:
From your Judge.me admin, go to Setting > Widgets.
Find the Write a review card and click Customize.
Open the Submission flow section.
Click the Negative review settings button.
In the Negative review condition dropdown, choose from the following options:
"1 star or less"
"2 stars or less"
"3 stars or less"
Click Save.
By default, we’ll use the first email listed under Admin notifications as the support email address in the help screen in the review collection flow and in the help text in the review request emails.
To change this support email address:
From your Judge.me admin, go to Setting > Widgets.
Find the Write a review card and click Customize.
Open the Submission flow section.
Click the Negative review settings button.
In the Customer support email field, enter the email address you want to use.
Click Save.
Step 2: Customize the help screen text (optional)
To customize the message and call-to-action of the help screen:
From your Judge.me admin, go to Setting > Widgets.
Find the Write a review card and click Customize.
In the Text section at the top, click the Customize text button.
Scroll down and open the Negative review resolution section.
Customize the default texts in the following fields to your likings:
Screen title field:
Default text: "Tell us more"
Negative review resolution field:
Default text: "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 field:
Default text: "Contact us"
Click Save at the top of your screen.
Show a help text in your review request emails
To show a help text in your review request emails:
Step 1: Enable the help text in the review request email
Available on the Free plan
To enable the help text in the review request email:
From your Judge.me admin, go to Setting > Email templates.
Find your Smart styling template and click Edit.
Scroll down to the Email add-ons section at the bottom.
Check the box next to "Show negative review resolution text".
Click Save at the top of your screen.
Step 2: Customize the help text (optional)
To customize the message and call-to-action of the help text:
From your Judge.me admin, go to Setting > Email templates.
Find your Smart styling template and click Edit.
Scroll down to the Email add-ons section at the bottom.
Under Negative review resolution, customize the default texts in the following fields to your likings:
Negative review resolution text field:
Default texts: "If there were issues with your purchase, let us know we're here to help."
Variables you can use in this field:
{{ buyer_name }}{{ buyer_first_name }}{{ buyer_last_name }}{{ order_quantity }}{{ order_name }}{{ n_days_ago }}{{ product_title }}{{ shop_name }}{{ shop_url }}{{ product_url }}
Negative review resolution trigger field:
Default texts: "Reach out to us."
Click Save at the top of your screen.
Resources
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