Responding to reviews

Last updated: April 18, 2026

The review detail modal has a Your reply section. Use it to thank happy customers, address critical feedback in public, or clarify context on edge-case reviews. Replies render beneath the review on the storefront widget.

One reply per review

BetterReviews uses a single-reply-per-review model (same as Okendo, Judge.me, Loox). You can edit or delete your reply, but there’s no threading — customers don’t respond back through this channel.

Writing a reply

  1. Open the review detail modal (click any row in the Reviews tab).
  2. Find the Your reply section — below the review content, above the metadata grid.
  3. Type your reply into the textarea.
  4. Click Publish reply.

Screenshot of the detail modal with the reply textarea — manual capture, drop in here.

The reply is saved, and a metafield resync is enqueued so the storefront widget reflects the change. Typical propagation time is under a minute.

Character limit

10,000 characters. The input shows a live count — if you hit the ceiling it won’t accept more keystrokes.

Formatting

Replies are plain text. HTML tags are stripped on save. Line breaks survive. Emoji work fine. Unicode control characters (RTL overrides, zero-width joiners) are removed to prevent phishing visuals.

Editing a reply

With a reply in place, the section shows Edit and Delete buttons. Click Edit to go back into the textarea with the current content pre-filled. Click Save reply to publish the edit, or Cancel to discard.

Edits trigger another metafield resync — allow a minute for the widget to catch up.

Deleting a reply

Click Delete in the reply section. The reply is removed from the database and the widget on the next metafield resync.

No confirmation prompt — the reply has to be re-written from scratch to restore, so be intentional.

Where replies appear

Once saved and the metafield sync completes, the reply renders on the storefront widget under the review it responds to, styled with a muted background and a “Replied” label. See what your customers see for the rendering detail.

Importing replies from another platform

If you’re migrating from Okendo, Judge.me, Yotpo, or Loox and you’ve already written replies on that platform, include them in your CSV import under a merchant_reply column. See CSV import & export for the column specs.

Rate limit

30 reply mutations per store per minute. That’s enough for batch work without risk of runaway scripts overwhelming metafield sync or Shopify’s admin API.