Customer reviews are a powerful tool that can boost your sales, build trust, and improve your addons visibility. With the integration of Avis Vérifiés (Verified Reviews) in PrestaShop Marketplace, transparency, fairness, and credibility are ensured.
In this article, we will explain:
- How the review process works for merchants and customers.
- How reviews appear on product pages.
- The moderation process and how to respond to reviews.
- How to report a review if necessary.
1. How Does the Verified Review System Work?
Who Can Leave a Review?
Only customers who have purchased or downloaded an addon from the PrestaShop Marketplace can leave a review. This ensures that all reviews are authentic and reflect real user experiences.
How Customers Leave Reviews
A customer can submit a review in two ways:
- Through their customer account
- After purchasing or downloading a product, the customer can go to Account > Reviews > Leave a Review.
- The review form is powered by Avis Vérifiés and is available 10 days after the purchase.
- Customers can only review products bought within the last 3 months.
- Via email invitation:
- 10 days after the purchase, Verified Reviews sends an email inviting the customer to leave a review.
- The customer can follow the link in the email to submit their review.
For free downloads: Customers cannot submit multiple reviews for the same product within a 3-month period to prevent abuse.
2. Where Are Reviews Displayed?
Once a review is submitted and approved, it will appear in three locations:
- At the bottom of the product page, under the "Customer Reviews" section.
- In a dedicated "Customer Reviews" tab, in your seller account, where all reviews are listed, along with filters to sort them.
Important : Old reviews from the previous system will still contribute to the overall rating, but only reviews from Verified Reviews will appear with detailed comments.
3. Moderation & Responding to Reviews
How Does Moderation Work?
When a customer submits a review, it goes through two levels of moderation:
1. Automated filtering (managed by Verified Reviews):
- The system automatically detects and removes offensive, abusive, or inappropriate language.
- This process takes up to 24 hours before the review is published.
2. Partner response period for negative reviews:
- If a review is negative (rated 1 or 2 stars), it is held for 7 days before being published.
- This gives you the time to contact the customer, resolve the issue, and request an updated review.
How to Respond to a Review?
- You can reply directly to reviews from your Seller Account.
- A conversation thread will be created between you and the customer, inside the Customer Reviews section.
IMPORTANT:
If the customer updates their review after interacting with the seller, the new review replaces the old one.
Avoid sharing sensitive information in responses, as this system may become public in the future.
4. How to Report (Flag) a Review?
If you believe a review is unfair, inappropriate, or violates guidelines, you can report it to Verified Reviews for further review.
Steps to Report a Review :
- Go to your Seller Dashboard.
- Find the review in Customer Reviews > Manage Reviews.
- Click the "Report" button next to the review.
- Select a reason for the report from the available options (e.g., inappropriate language, false information, spam).
- Provide additional details to explain why the review should be removed.
- Submit the report.
What Happens Next?
Verified Reviews will review the report within 48 hours (business days).
If approved, the review will be removed and the customer notified.
If rejected, the review will remain published.
IMPORTANT: A seller must respond to the review before reporting it.
5. Notifications for Partners
To keep partners informed, notifications are sent for the following:
- New positive review received
- New negative review received (includes a CTA to respond)
- A negative review is published after 7 days
- Customer replies to a partner's response
- Review removal request approved or denied
6. Benefits of Having well managing reviews
- Improved Customer Trust – Transparent and authentic reviews help increase credibility.
- Higher Conversion Rates – Reviews influence buying decisions, leading to more sales.
- SEO Boost – More user-generated content improves search rankings.
- Better Customer Relationships – Direct interaction with customers improves satisfaction.
- Full Moderation Control – Sellers can respond, report, and manage reviews efficiently.