Shoppers and reviews

Where

Online Store → Shoppers

Plan

Growth and above

Permission

Ecommerce → Storefront

Feature

Modules → Ecommerce

Shoppers

A shopper is an account somebody created on your shop. You cannot create one — there is no Add button, by design. They arrive by signing up.

How to stop someone shopping

1. Go to Online Store → Shoppers and find them.
2. Click Edit.
3. Set Account status to Blocked and save.

They keep their order history but can no longer sign in. Use this rather than Delete.

Inactive also locks them out

The form only warns you about Blocked, but Inactive prevents sign-in too. There is no status that means “dormant but still able to shop” — only Active lets somebody in.

Delete removes the account and frees the email address so the same person can sign up again. Their orders remain.

How to connect a shopper to a customer record

1. On their row menu, click Link to customer.
2. Pick the Linked customer.
3. Save.

Their orders then roll up to that customer account, with its credit terms, statements and history — and if that customer is tax-exempt, their checkout stops charging VAT.

This happens automatically anyway

The screen warns that an unpaid order “stays unconfirmable until you link them”. That overstates it: confirming an order links them for you, matching or creating a customer record from the name, email and phone on the order.

An order is only blocked when it is unpaid and carries no name, email or phone at all. Link by hand to correct a match or to tidy up in advance — it is not a prerequisite.

Linking is permanent

A shopper can be linked once. The link cannot be moved to a different customer afterwards, and the action disappears from the menu.

Marking contact details verified

Mark email verified and Mark phone verified record your word for it — no code is sent and none is checked. Only use them when you have confirmed the details another way.

One of the two matters

Verified phone is the gate on abandoned-basket text messages — an unverified number never gets one. See Winning back baskets.

Verified email is read by nothing. Sign-in does not require it.

Shoppers manage their own saved addresses from the shop. You can read them on the View dialog but cannot add or change one.

Reviews

Where

Online Store → Product Reviews

Plan

Growth and above

Permission

Catalog → Review

Feature

Modules → Ecommerce

Nothing a shopper writes appears on your shop until you approve it. New reviews arrive as Pending.

How to approve or refuse a review

1. Go to Online Store → Product Reviews. It opens on the pending queue.
2. Click View to read the whole thing.
3. On the row menu:
   • Approve — it goes on the product page under the shopper’s name, and its stars start counting towards the product’s rating.
   • Reject — it stays off the shop and the author is told it was not approved.
   • Hide — for a published review you want taken down.
   • Return to queue — back to pending.
4. For Reject and Hide, type a Reason. That note is for your team only — the shopper never sees it.

Allow about a minute for an approved review to appear on the shop.

How to reply publicly

1. On the row menu, click Respond.
2. Optionally add a Headline.
3. Write the Response and save.

It appears under the review on the product page, headed Store response. It does not name the staff member who wrote it. You can edit or delete it later.

You cannot edit a shopper’s own words — only approve, refuse, reply or delete.

The “Verified” badge is real, and frozen

A review is marked verified when the shopper actually bought that product from your shop. It is worked out once, when the review is written, and never revisited — so a review written before you confirmed their order stays “unverified” forever.

An author editing their review un-publishes it

When a shopper edits a review you already approved, it silently returns to the pending queue and disappears from the product page until you approve it again. Check the queue regularly.

Two controls on this screen do not work

The status filter cannot be cleared. Whatever you choose, clearing it snaps back to the pending queue. There is no way to see all reviews together.

The search box does nothing. Typing in it filters nothing and gives no feedback.

Product ratings look after themselves

A product’s star rating is worked out from its approved reviews every time it is displayed. There is nothing to recalculate. A product with no approved reviews shows no stars at all, rather than zero stars.

Related

• Winning back baskets
• The customer record