Product Reviews FAQs

I can't see some of my products inside the Product Reviews app's settings. Where can I find them?

When the Product Reviews app is opened from the Vitals dashboard, it will show you some of the Popular actions.

You can click the See Reviews button to see all the products that has reviews. Alternatively, the Reviews tab at the top will also bring you to the same page:

Please note that only products that already have reviews will be seen in the list. If you are looking for the products that do not have reviews yet, they will be seen automatically when you try to import reviews from AliExpress.

Once you have successfully added reviews to the product, it will properly appear on the main product list with reviews.

Why do reviews added by users do not appear on the product page?

We make sure you don’t get your conversion rate crushed with bad reviews by offering you a chance to moderate them first.

The reviews will only be displayed after you accept them in the Moderation section.

Of course, reviews you add yourself from the back-end are published automatically.

You can also allow reviews to be auto-published if you don't find the time or you're not in the mood to filter them.

When a visitor writes a review for your store, we're making it visible instantly for that visitor, even if it's subject to moderation. Even if you decide to delete it, the visitor will continue to see it, believing it's visible for everyone 🙂So, if you left yourself a review and deleted it from moderation, it will continue to show up, but only for you. If you check in an incognito window, you'll see it's not visible for regular users anymore. If you clear your browser cookies, it will also not show up.

How can I publish reviews in the Moderation section?

Simply tick the checkbox/es beside the reviews you want to be approved and published on your live store, and then click the Publish button on the right.

I have the Product Reviews App enabled and I have reviews for my products published. However, I'm not seeing the star ratings below the product titles on my homepage/collection pages. What should I do?

When the Product Reviews app is enabled and it already has reviews attached to your products, the star ratings should appear by default. However, if they do not appear, you can do a quick check of the following areas:

• Check in the Settings tab of the Product Reviews app if the star ratings are enabled for the homepage and collection pages

(Also, check if the star rating format is proper, as it can be changed as well.)

However, if this option is already enabled and yet the star snippets are not appearing under the product title, contact our support team for additional investigation and assistance.

Can I send reviews manually? I want to send links to my customers where they can submit a review.

While we do not have a direct link for customers to use that will bring them directly to the Product Review, you can provide them the link to the product page where the Product Reviews app is, and let them know the location of the Product Reviews app where they can leave a review.

Why changes to reviews don't take effect instantly?

Every time a setting is changed in Vitals, we generate a new version of our script, and we clear the cache for the store. However, when updating reviews, like modifying the content or the name or hiding/showing them, there are multiple operations every minute that would trigger in their turn a relatively high number of clear cache operations.

For this reason, when you do an operation in Vitals related to reviews, we're putting it in a queue and only clear the cache 5 minutes after the last operation of this type. The only thing you need to do is wait 5 minutes, and the modifications will show.

I previously enabled the option in the Product Reviews app's settings to receive an email if a customer submits a review but I am not receiving an email. Is there something wrong?

Normally this happens if the "Unsubscribe" link in one of the emails sent your way was clicked, resulting in your email address being unsubscribed to receive future emails. Contact our support team for assistance of resubscription.

Can I write reviews manually?

We disabled the functionality to write reviews manually in the app. This feature was removed in compliance with Shopify’s notification about its potential violation of Shopify's Acceptable Use Policy.

If a review is also submitted through the Vitals widget (on the storefront), it will not be modifiable as part of this compliance. This also includes reviews submitted from a review request email (since the reviewer will be transferred to the Product Reviews widget on the store when the review request link in the email is clicked).

Maintaining a positive relationship with the platform and ensuring the continued availability of our app to all users is still one of our top priorities.

Rest assured that you can still import reviews to our app in multiple ways, like creating a CSV that contains the reviews. You may refer here: Importing product reviews from a CSV file

Why can't I import reviews from AliExpress according to a selected star rating?

The option to select specific reviews from AliExpress according to rating in the app is disabled recently to follow Shopify guidelines. The removal of this feature came from Shopify’s notification about its potential violation of Shopify's Acceptable Use Policy. It was required to have this feature removed to ensure compliance.

But don't worry. Once you have imported all the reviews from AliExpress, you can then proceed to curate them normally by reviewing the reviews that you would like to be published and unpublished.

Why can't I change the rating of reviews already inside the Product Reviews app?

Same as above, this was removed to follow Shopify guidelines, as the ability to change ratings of existing reviews may go against Shopify's Acceptable Use Policy.

What is the maximum file size of images that can be uploaded with the review.

The maximum file size is 10MB.

Can I translate specific texts inside the Product Reviews app?

Most of the text elements inside the Product Reviews app can be translated. For more information you may refer here: Vitals app translations on the storefront

How can I translate the "choose file" button?

Unfortunately, you can't translate or customize the button since it's a native browser element and depends on the language you've chosen when you've initially configured your browser. For someone whose browser is in French, the text will appear in French. If the browser's language is German, the text will be in German. Also, see here and here.

It's even rendered differently on different browsers (see below on Chrome and Firefox).

Chrome 

Firefox

Why are reviews getting published even if they shouldn't?

If you've just posted a test review on your own store, you'll see that the review is instantly published, even if you've chosen not to publish the review automatically and moderate them.

The reason is that we allow the review to be visible on your browser alone and do not show it to anyone else until you moderate it. This way, your angry visitors will be happy seeing their review posted rather than getting even angrier they are ignored and perhaps taking their message to social media.

We've actually learned this from Facebook, if a user comments on your post and you hide their post, they'll still see it, but nobody else will. This strategy is called "shadow banning."

How to upload your logo for the Request Reviews email template?

You can upload your store's Logo for the Request Reviews email template by following the steps below:

1. Upload your Logo to Shopify files.
2. Once the image is uploaded, copy the URL.
3. Paste the URL in the Logo URL field from the Template Customization section.

You can also choose to position your logo at either the top (header) or the bottom (footer) of the email.

Please keep in mind that you can always check how the Request Reviews email looks by sending yourself a preview of the email.

What timezone is the Request Reviews app's email sent count based in?

The Request Reviews app timezone is GMT.

Why did the reviews disappear after the product was unpublished?

The reviews you have imported or added for your products in the Product Reviews app will only be visible in the list as long as the product is published.

If you are unpublishing a product from Shopify (say you're making changes, duplicating it, etc.), the reviews will not show anymore in the app.

Please keep in mind that the Product Reviews app will save your reviews for unpublished products, and therefore if you publish the product again, the reviews will be visible again.

If you are testing out products or making changes and find yourself needing to unpublish them, please save a backup copy of your reviews by exporting your reviews. With the backup reviews saved in a CSV file, you will be able to re-import your reviews to a new product by manually adjusting the product_handle inside of the CSV to match your new product and import your reviews to it. Click here to know more about importing product reviews manually via CSV.

Is there a limit to how many reviews I can import?

No, there is no limit to the number of reviews you can import! But, for obvious performance reasons, we have to max out the number of reviews that are displayed on your store to only up to 300.

Does your Product Reviews app support video reviews?

Our app does not accept reviews with videos yet, but we're looking into it! 😊

I want to change the whole background color of the Product Reviews app, but it only allows me to change the color of the review cards.

Most themes should allow you to change the background color of the whole section where the Product Reviews app is through their theme settings. However, if you are unsuccessful, we can provide assistance via a custom solution.

I want to translate the reviews that my reviewers wrote into a different language.

Our app currently cannot translate review content at the moment. When a review is submitted, it will be received and shown by the app as how it was written. We're looking into the possibility of translating the review content in the near future.

My product pages have their own Recommended Products at the bottom of the page. Can it show the review snippets of the products there as well?

Our Review snippets under products only work on the homepage and collection pages. If your theme provides its own "Recommended Products"/"You may also like" section on your product pages, the Product Reviews app's review snippets will not appear there as we don't have access to them.

We recommend using our Related Products app as an alternative, as it can immediately display the review snippets under the product titles.

I want to upload reviews for the store, not for the products.

Currently, our Product Reviews app can only store reviews that are attached to products. The app does not have a native feature yet to receive general store reviews.

I noticed that the images of the Product Reviews app is loading slow. Is this normal?

To ensure quick load and optimized render of the Product Reviews app and our other apps, the Lazy Loading feature is enabled by default. In a nutshell, this feature will only start loading the images when the visitor scrolls down to the Product Reviews app section. This helps the store's speed drastically improve as it delays the rendering of the images—as they will only show up when the visitor scrolls down to their section to see them.

This feature can be disabled under your Vitals app's Settings, like below:

I uploaded an image to the Product Reviews app vertically, but they showed up horizontally. What happened?

There are some instances where the original picture will display correctly when viewed on your computer/phone due to how most photo viewers are designed. These photo viewers automatically adjust the image to the proper orientation, whether it's meant to be in portrait or landscape.

While this feature is convenient, it can be misleading. When you upload the photo to the Product Reviews app, you are uploading the actual file as it was captured and/or stored. Therefore, once the image is live on the app, it may display differently.

If you encounter this rare situation, You can do the following before uploading the images:

• Edit the Image using a Photo Editor: Open the image on your computer using an image editor, rotate it if necessary, and save it. This process often re-encodes the image with the correct orientation, ensuring it displays properly.
• (If you have a Windows computer) Rotate the image with one click using Windows' context menu: Users that have computers with Windows OS can right-click the image in question, and the options "Rotate Left" or "Rotate Right" can be chosen in the context menu that appears.

I am looking to have a specific element's appearance in the Product Reviews app customized to fit my theme, but I cannot find it in the app settings.

If you can't find the design options you want in the app, please reach out to our support team. Our specialists can assist you in identifying and exploring the feasibility of your requested design changes.