How to moderate reviews in Klaviyo

You will learn

Learn how to moderate product and store reviews in Klaviyo. Moderating allows you to publish all valid reviews while rejecting inappropriate or irrelevant reviews (e.g., reviews with offensive content).

Before you begin

Customer reviews, including their collection and management, are governed by various regulators. Learn recommended best practices for enabling transparency, fairness, and compliance throughout your reviews program.

Set auto-approval settings

1. Select the Reviews tab in Klaviyo.
2. Click Reviews settings.
3. Select Publishing rules and notifications.
   
4. Choose your auto-approval settings: 
1. Whether to auto-approve reviews.
2. Which star ratings to auto-approve (e.g., approve all 4- and 5-star reviews, but require manual review for all others).
3. Whether reviews with media (i.e., images) or profanity require manual approval.
5. Click Save changes.
   

Moderate reviews

1. Select the Reviews tab in Klaviyo. 
2. Click All reviews. Here, you’ll see a list of all reviews. 
3. Select Pending to only see reviews that require moderation.
   
   You can also filter reviews by time period, rating, reply (i.e., Includes reply or No reply), and whether a review is verified. 
   
4. You have 2 options for every pending review: 
1. Click Publish to publish the review publicly, or
2. Open the Reject menu and select a rejection reason.
   
   Use discretion when rejecting reviews. For compliance purposes, it’s strongly recommended that you publish all reviews unless they meet one of the following criteria: Profanity/Inappropriate, Contains private information, Unrelated to the product or service, False or misleading, or Fake. When rejecting a review without text, you must provide a reason in the open text field. 
5. Repeat the process with all pending reviews. Periodically review and publish or reject any with the Pending status (e.g., once per week).

Review authors are not notified if their review is rejected. 

If you have a large number of pending reviews and want to publish them all at once, you can do this from the Overview tab. 

To publish all pending reviews at once: 

1. Navigate to Reviews in Klaviyo. 
2. In the Overview tab, scroll to the Pending activity card. 
3. Open the additional options (3 dots) menu.
4. Select Publish all pending reviews.
   
5. In the modal that appears, confirm that you’re ready to publish all pending reviews.

Moderation and reviews without text 

Many countries have regulations governing review moderation which typically require brands to:

• Publish all legitimate reviews.
• Reject reviews only if they meet a specific set of criteria, such as:
  • Containing offensive language
  • Including private information

Exercise caution when rejecting reviews, especially those without text, to ensure compliance with these regulations.

If a review without text doesn’t meet your auto-approval settings, it will be marked as Pending for 14 days, or until you publish it. If you are able to resolve the customer’s complaint during this period (e.g., through a customer service flow) and the customer updates their review, only the updated review will be published.

Additional resources

• How to request reviews from your customers with Klaviyo Reviews flows
• How to customize review widgets
• Understanding review statuses