Understanding review statuses and types

You will learn 

Learn about review verification and publication statuses. These indicators determine whether and how a review appears on your website and product pages. 

Understanding reviews and ratings

When someone reviews a product from your store, they can choose to leave a review that consists of a rating only, a rating and a text review, or a rating and any combination of the following elements: 

To require that all reviews include a title or text:

1. Navigate to Reviews > Reviews settings.
2. Select Review submission page.
3. Under Submission page, select the settings you’d like to enable: 
   1. Require a review title by selecting Ask for review title. 
   2. Require review text by selecting Require review text for submission.
   3. Optionally, select Set minimum word count and select a number to set a minimum word count for text reviews. 
4. Click Save changes.

Reviews without text

As of September 26, 2024, all reviews (including reviews without text) appear in the All reviews tab. If a review does not include text, you will see the label This review does not contain text. Learn how to moderate rating-only reviews.

To see only reviews with text, select Show only > Includes text in the filters sidebar.

This change increases your visibility into your customers' feedback and your control over what appears on your site.

Verified reviews

If Klaviyo can determine confidently that a true purchaser of the product submits a review, it will mark the review as verified. In the Klaviyo All reviews list, verified reviews have a small checkmark next to the reviewer's display name. 

Additionally, verified reviews will have a Verified buyer badge on your site when published. 

Klaviyo marks a review as verified when: 

• A customer submits a review by clicking a link in a Klaviyo Review request flow.
• A user uploads a list of verified reviews from a past platform. 
• A customer submits a review manually (i.e., by clicking the Write a review button on a product page) using an email addresses attached to a previous order containing that product. 

Verification occurs at the time a review is submitted. If 2 profiles are merged, one containing the review event, and the other containing a placed order event for the reviewed product, the review will not retroactively be marked as verified. 

Importing verified reviews

Publication statuses

Every review you receive has a publication status (i.e., pending, published, or rejected). By default, Klaviyo will automatically publish 4- and 5-star reviews, while 1-, 2-, and 3-star reviews are pending until you approve or reject them. To adjust your reviews auto-publish settings: 

1. Select the Reviews tab in Klaviyo. 
2. Click Reviews settings. 
3. Click Publishing rules and notifications. 
4. Make adjustments as desired, then click Save changes. 

Pending

Pending verified reviews are automatically published after 14 days if auto-publish is enabled. All other reviews that do not meet your auto-publish requirements remain in Pending status until you publish or reject them. As a best practice, approve or reject any pending reviews at least once per week. 

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.

Published

All approved reviews are marked as Published. These reviews are visible within the Klaviyo Reviews widgets on your site. 

Rejected

Use caution when rejecting reviews, as regulators have limitations on moderating reviews to ensure the integrity and accuracy of the reviews-related practices followed by businesses. Reviews may be rejected for the following reasons: 

• Profanity / inappropriate
  Contains inappropriate, crude, or sexual language
• Contains private information
  Contains identifying or otherwise private information like phone numbers, email addresses, etc. 
• Unrelated to the product or service
  Complaints related to shipping delays, or otherwise unrelated to the product/service being reviewed 
• False or misleading
  Contains inaccurate information that could mislead a potential customer 
• Fake
  Reviews submitted by bots or people who have never used the product/service

Learn more about reviews regulations and best practices. 

Featured reviews

Featured reviews appear in the featured review carousel widget, if you choose to install it on your site. Note that only reviews containing text can be featured.

To feature a review:

1. Navigate to Reviews > All reviews in Klaviyo.
2. Select the Feature button next to your desired review.

Incentivized reviews

Any review that was provided in exchange for something, like a discount code or free product, is incentivized. Indicate which reviews are incentivized in your review widgets by manually adding an incentivized tag or automatically noting this through your review request flows. 

Product and store reviews 

There are 2 types of reviews in Klaviyo: 

• Product reviews
  Reviews associated with a particular product. 
• Store reviews
  Reviews of your entire company/brand. Store reviews are only supported when imported from another provider, like Stamped, Yotpo, or Okendo. 

Learn more about store reviews.

Additional resources

• How to moderate Klaviyo Reviews
• How to request reviews from your customers with Klaviyo Reviews flows