So you got a review! Responding publicly or privately to Marketplace reviews is a great way to engage existing customers. It also provides potential customers the opportunity to gather information about your products and be impressed by your excellent customer service.
Quick Tips: Not every review requires a public response, but if you do choose to respond, we recommend keeping it brief, be positive, and be helpful.If the reviewer has raised an issue or question that you want to address, you should respond:
- publically (to say you’re reaching out)
- privately (to actually fix the problem)
Each review notification will point you how to respond to the Marketplace review publicly. If you do want to respond publicly (recommended for any review of 3 stars or fewer!), follow the instructions in our support article: Cratejoy Marketplace Reviews.
Should I respond publicly to this review?
We recommend responding publicly to 1-2 star reviews, but we don’t recommend leaving public responses for every 3-5 star review.
- For critical reviews (1-3 stars): Potential subscribers read your listing reviews to learn more what other subscribers think about your product! It’s essential to respond to harsher reviews (1-3 stars) publicly, to show that you’ve heard and value their feedback. To learn more about responding to negative reviews, visit our support article: Cratejoy Listing: Managing Negative Marketplace Reviews.
- For more positive reviews (4-5 stars): it’s good to respond to 4 and 5 star reviews as well to show the subscribers you’re engaged with the listing, you care about the experience and care about the subscribers.
Responding privately to a review is always a great option, too. If the reviewer had an issue, we recommend reaching out privately, as it gives you the space to get additional feedback, more details, and maybe resolve the issue. If the reviewer just left a particularly positive review, it might be nice to respond privately, just thanking them for taking the time to leave feedback! We recommend just a simple thank you.
What should I say in a public response?
Keep it simple! We recommend that responses be between 50-150 words.
Show that you are an engaged seller! Potential new subscribers will see these responses as an example of what kind of customer support they’ll receive or what sort of help they can expect if something goes awry! Stay calm, friendly, and customer-focused.
For specific information on how to respond to negative reviews: visit our support article: Cratejoy Listing: Managing Negative Marketplace Reviews.
Public response FAQs
What will a public response to a review look like?
Your public response will be posted directly below the subscriber view, inset, and in a slightly different color. It will be labeled as “{Your Store Name} said...” like below.
What happens after I post a public response to a subscriber review?
After the response is published, the reviewer will be notified that their review received a public response.
Can the reviewer respond to my public response?
No, the reviewer cannot reply publicly to your public response. Cratejoy Marketplace reviews aren’t the place for a back-and-forth between you and your reviewer – we recommend following up privately with your reviewer if you feel like the reviewer might have additional questions or concerns from your public response.
Public Response Policy
All public responses are subject to review by Cratejoy. We will not post public responses with profane, hostile, threatening, or harassing language. Public responses to reviews cannot include links or personal information about the reviewer or subscriber not listed in the review; this consists of the reviewer’s location, contact information, and name.
For example, do not post public responses that include:
- Package tracking numbers, as they share the reviewer’s location.
- Specific references to the reviewer’s country and its effect on shipping cost or timing (e.g., say “shipping from the US to international addresses can take longer” not “shipping to Canada takes longer” if the reviewer doesn’t mention they live in Canada).