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How to reply to customer reviews

Merchant replies help you answer questions, thank customers, and add useful context below published customer reviews.

Add a reply​

  1. From your Shopify admin, open MP Product Reviews.
  2. Go to Manage reviews.
  3. Open the review you want to reply to.
  4. Enter your reply in the merchant reply area.
  5. Click Save reply.

Replies can be up to 2,000 characters.

Edit a reply​

  1. Open the review details page.
  2. Choose the reply edit option.
  3. Update the reply content.
  4. Save your changes.

Delete a reply​

  1. Open the review details page.
  2. Choose the delete reply option.
  3. Confirm the deletion.

When replies appear on the storefront​

Replies appear only when:

  • The review is published
  • The reply is saved and active
  • The Reviews list widget is configured to show replies

After saving or deleting a reply, the app syncs storefront review data for the related product.

Best practices​

  • Keep replies short and helpful.
  • Thank customers for positive reviews.
  • For negative reviews, acknowledge the issue and explain the next step.
  • Avoid sharing private order or customer details in a public reply.