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Replying to reviews

Updated this week

Responding to product reviews is a great way to build trust, show appreciation, and resolve customer concerns. Whether you're thanking someone for a glowing review or addressing an issue, your reply can help create a more transparent and engaging shopping experience.

This guide shows you how to reply to reviews publicly, privately, or by using our AI reply generator.

Reply publicly

How public replies work

  • When a customer leaves you a review, you can reply to the review publicly.

  • Public replies appear directly beneath the review in your Review Widget, helping potential buyers see how you interact with customers.

  • We can also send an email to the customer to notify them of your reply.

How to reply publicly

Available on the Free plan

To reply publicly to a review:

  1. From your Judge.me admin, go to Reviews.

  2. In the Reviews dashboard, find the review you want to reply to.

  3. Click the Reply icon (⤺) on the right of the review.

  4. Select Reply publicly.

  5. Enter your response and click Send reply.
    ​

To edit or delete your public reply:

  1. From your Judge.me admin, go to Reviews.

  2. Find the reply you want to adjust.

  3. Click the three-dot icon (⋯) on the right of the reply.

  4. Select Edit public reply to edit your reply, or Delete reply to remove it.
    ​

Reply notification email

To adjust the reply notification email:

  1. From your Judge.me admin, go to Settings > Email templates.

  2. Scroll down to the Post-review notifications section.

  3. Find Reply notification and click Edit.

  4. There, you can adjust the following settings:

To choose whether to send a reply notification email:

Available on the Free plan

  • In the Reply notification email section, choose from the following options:

    • "Notify reviewer about new replies" (default): a notification email will be sent when you publicly reply to a review.

    • "Disabled": no email will be sent when you reply public to a review.

  • Click Save.

To adjust the content of the reply notification email:

Available on the Awesome plan

  • Scroll down to the Template section.

  • Adjust the texts in the following fields to your likings and click Save:

Field

Default texts

Email subject

{{ reviewer_first_name }}, your review just got a reply!

Preheader text

{{ shop_name }} replied to your recent review.

Email title

Your review got a reply!

Email content

Hi {{ reviewer_first_name }},

Thanks for leaving a review for {{ product_title }}. Your review:

{{ block_review }}

Here's the reply from {{ shop_name }}:

{{ block_reply }}

To showcase your product recommendations or ask for a store review in the reply notification email:

Available on the Awesome plan

  • Scroll down to the Email add-ons section.

  • Enable "Show product recommendations" to include product recommendations when the customer’s original review was 4 or 5 stars.

  • Enable "Ask for a store review" to include a request for a store-level review.

  • Click Save.

Change the display name for replies

Available on the Awesome plan

By default, your replies will display your store name. You can customize this name in your Review Widget settings.

To edit the store display name:

  1. From your Judge.me admin, go to Settings > Widgets.

  2. Find the Review Widget card and click Customize.
    ​

  3. Under the Text section, click Customize text.
    ​

  4. Scroll down to the Review details section.

  5. Update the Store reply label with your preferred display name.
    ​

  6. Click Save.
    ​

Reply privately (via email)

Available on the Free plan

To reply to the review via email:

  1. From your Judge.me admin, go to Reviews.

  2. In the Reviews dashboard, find the review you want to reply to.

  3. Click the Reply icon (⤺) on the right of the review.

  4. Select Reply privately via email.

  5. Write your message and click Send reply.
    ​

Note:

Private replies can't be unsent, edited, or deleted.

Use AI to generate replies

Available on the Awesome plan

Save time by using Judge.me's AI tool to generate thoughtful, on-brand replies in seconds by following these steps:

  1. From your Judge.me admin, go to Reviews.

  2. In the Reviews dashboard, find the review you want to reply to.

  3. Click the Reply icon (⤺) on the right of the review.

  4. Select either Reply publicly or Reply privately via email.

  5. Click the Generate reply with AI dropdown.

  6. Choose from these tones of voice for the reply:

    • Simple

    • Friendly

    • Elegant

    • Supportive.

  7. Add specific instructions (e.g., "mention our return policy").

  8. Click Generate Reply.

  9. Review and click Send reply.

Currently, AI-generated replies are only available on individual reviews — bulk auto-replies are not yet supported.

Related Articles
Integrating with Gorgias to manage new reviews directly from tickets
Asking customers to update their reviews
Collecting and displaying store reviews
Customizing the heading text in the Review Widget
Rewarding customers with store credit for reviews using Dollarback (via Shopify Flow)
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