Merchant guide
Learn onboarding, operations, redemption, and settlement workflows.
Reviews management
Feature set depends on build—replying may be limited to certain roles or verified managers.
Description
Service lead / manager: treat reviews as quality signals, not personal attacks. Brand admin: align tone across stores so guests see one brand voice.
Steps
- Open Reviews from the bottom tabs if present—else you lack role access—see Tabs and roles.
- Use filters (rating, date, deal, store) to focus on recent negatives first—speed matters for perception even when you cannot change stars retroactively.
- Read the full text before replying; acknowledge specifics (wait time, item name).
- Tap Reply when available; draft in neutral, solution-oriented language—offer offline contact (store phone) if policy allows PII exchange only off-platform.
- Avoid incentives for edits where regulated—follow marketing compliance training.
- Flag abusive or fraudulent reviews through the app tool if offered; do not retaliate publicly.
- Share coaching notes internally—link recurring complaints to Menu or Deals adjustments.
Screenshot: public reply box with character count.
If something goes wrong
- No reply button: your brand may centralize responses—ask brand admin.
- Wrong store attribution: collect IDs and contact support—do not guess publicly.