Product Reviews

Product reviews allow your customers to share their experience with a product directly on your store’s product detail pages. Reviews and star ratings build social proof, increase buyer confidence, and can significantly improve conversion rates. The HoopAI platform includes a built-in reviews system with a moderation workflow so you maintain control over what appears on your storefront.

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Enabling reviews on your store

Reviews are enabled at the page builder level for two specific page types: the Product List page and the Product Details page. On the Product Details page:

1. Open the store in the Sites builder.
2. Navigate to the Product Details page.
3. Click the product element to select it.
4. In the element settings panel, toggle Show Reviews and Ratings to ON.
5. Optionally toggle Show Ratings Count to display the number of ratings received alongside the star display.
6. Save and publish the page.

On the Product List page:

1. Navigate to the Product List page in the builder.
2. Click the product grid/list element.
3. Toggle Show Reviews and Ratings to ON in the element settings. This displays average star ratings on product cards so customers can see ratings while browsing.

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How customers submit reviews

When reviews are enabled, customers visiting a product detail page see a Write a Review button below the product information. Clicking it opens the review submission form. Required fields:

• Name — the reviewer’s name displayed publicly
• Email — used for verification but not displayed publicly

Optional fields:

• Headline — a short summary title for the review (e.g., “Excellent quality!”)
• Detailed review — the full written review text
• Star rating — 1 to 5 stars

After submitting, customers see a confirmation message. The review is not immediately published — it enters a pending queue for moderation.

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Moderating reviews

All submitted reviews go to a moderation queue before appearing publicly. To access the review moderation dashboard: Navigate to Payments > Products dropdown > Reviews. The Reviews dashboard organizes submissions into three sections:

• Pending — newly submitted reviews awaiting approval
• Approved — reviews that are currently published on the storefront
• Trash — reviews that have been deleted or rejected

For each review in the Pending queue, you can take the following actions: You can also apply bulk actions to process multiple reviews at once — useful when you receive a high volume of submissions.

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Filtering the reviews dashboard

The moderation dashboard includes filters to help you manage large volumes of reviews:

• Time frame — filter reviews by when they were submitted
• Rating — show only reviews with a specific star rating (e.g., show all 1-star reviews for immediate attention)
• Product name — filter reviews for a specific product
• Store name — if you have multiple stores, filter by store

These filters allow you to prioritize review moderation — for example, checking all 5-star reviews first to approve them quickly, then reviewing lower-rated submissions more carefully.

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Responding to reviews

You can respond to any approved or pending review directly from the moderation dashboard:

1. Click on the review to open its side panel.
2. Enter your response in the reply field.
3. Click Submit Reply.

Your response appears publicly below the customer’s review on the product detail page, attributed to the store. Responding to reviews — particularly negative ones — shows potential customers that you are engaged and responsive. A thoughtful response to a critical review can often convert a hesitant buyer.

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Customizing the review display

The visual appearance of the reviews section on your product pages can be adjusted in the builder:

• Star color — change the color of the star rating icons to match your brand palette
• Font styling — review text inherits the page’s existing font settings, maintaining visual consistency
• Ratings count display — optionally show the number of ratings alongside the average score (e.g., “4.8 out of 5 (127 reviews)“)

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Best practices for collecting reviews

• Send a post-purchase email: Create an automation workflow triggered by the Order Fulfilled event that sends an email 5–7 days after purchase asking customers to leave a review. Include a direct link to the product page.
• Make it easy: The shorter the review form path, the more likely customers are to complete it. Remind them that only name and email are required — the detailed written portion is optional.
• Respond promptly: Aim to respond to negative reviews within 24–48 hours. A quick, professional response demonstrates customer care and can prevent a negative impression from compounding.
• Approve selectively but fairly: Do not approve only positive reviews and trash all negative ones — selective moderation damages trust if customers notice. Approve genuine reviews and use responses to address concerns.