How to Reply to a Review

Learn how to reply to customer reviews to engage with feedback and show that you value customer input. Replying to reviews helps build relationships and demonstrates responsiveness.

Before You Begin

• You must be logged in to your account at https://app.joinzipper.com
• You need permission to manage reviews (typically organization owners and admins have this permission)
• A review to reply to

Steps

Step 1: Navigate to Review

1. Log in to your account at https://app.joinzipper.com/auth/login
2. From the dashboard, go to Reviews (or Marketing → Reviews)
3. Find the review you want to reply to:
   • Browse your reviews list
   • Search for specific reviews
   • Click on the review to view details

What happens next: You'll see the review details page.

Step 2: View Review Details

1. Click on the review to open its details
2. You'll see:
   • Review rating (stars)
   • Review text
   • Author name
   • Date
   • Platform/source
   • Existing reply (if any)

Note: Review details show the complete review and any existing replies.

Step 3: Find Reply Option

1. On the review details page, look for:

   • Reply button or option
   • Add Reply action
   • Reply section or field

2. Reply interface:

   • Text field or editor for your reply
   • Character limit may apply
   • Reply formatting options

Note: Reply option allows you to respond to the review.

Step 4: Write Your Reply

1. Enter your response:

   • Write a thoughtful, professional reply
   • Thank the customer for their feedback
   • Address any concerns mentioned
   • Keep it concise and helpful
   • Example: "Thank you for your feedback! We're glad you enjoyed your experience. We'd love to have you back soon."

2. Reply best practices:

   • Be professional and courteous
   • Thank customers for positive reviews
   • Address concerns in negative reviews
   • Keep replies concise
   • Show appreciation for feedback

Note: Your reply will be displayed with the review, so make it professional and helpful.

Step 5: Save Reply

1. Review your reply:
   • Content is professional and appropriate
   • Spelling and grammar are correct
   • Reply addresses the review appropriately
2. Click Save (or Post Reply)
   • Reply will be saved
   • You'll see it appear with the review
   • You'll see a confirmation

What happens next: Your reply will be saved and:

• Displayed with the review
• Visible to website visitors
• Shows your engagement with feedback
• Can be edited or updated later

Managing Replies

After replying, you can:

1. Edit replies: Update your response if needed
2. Delete replies: Remove replies if necessary
3. View replies: See all your replies in one place
4. Reply to multiple reviews: Reply to as many reviews as needed

Tips

• Reply to reviews promptly to show responsiveness
• Thank customers for positive feedback
• Address concerns in negative reviews professionally
• Keep replies concise and helpful
• Show appreciation for customer input
• Reply to both positive and negative reviews

Troubleshooting

Problem: I don't see the Reply option Solution: Check that:

• You're viewing review details (not just the list)
• Review exists and is accessible
• You have permission to manage reviews

Solution: Make sure you've opened the review details. Contact your organization owner if you need access.

Problem: I can't save my reply Solution: Check that:

• Reply content is entered
• Character limit isn't exceeded (if applicable)
• Reply field is working correctly

Solution: Verify reply content is entered. Check for character limits and try again.

Problem: Reply isn't appearing Solution: Check that:

• Reply was saved successfully
• Review is published (if replies only show for published reviews)
• Page is refreshed

Solution: Verify reply was saved. Refresh the page and check review display.

Problem: I want to edit my reply Solution: You can edit replies:

• Go to review details
• Find your existing reply
• Click Edit or update the reply
• Save changes

Solution: Edit replies by updating the reply content and saving changes.