Customers can write to your store, and review both the store and the products they own. This guide covers the Messages and Reviews pages in your store's dashboard.
Who can do what
Messages: owners, admins, and staff given Messages (or a custom role with Reply to messages).
Reviews: everyone on the team can read them.
Removing product reviews: owners, admins, and staff given Reviews (or a custom role with Remove reviews).
Banning a customer: owners, admins, and staff given Licenses (or a custom role with Manage customers).
Staff permissions are ticked person by person, or come from a custom role on Pro and Ultimate. See Roles and permissions.
Messages
Where messages come from
Message store on your storefront, while Accept messages is ticked under → . It's on for new stores.
Settings
Store
Requests for custom work, commissions and your services. Each one comes with its own conversation, marked Request with its status, and an Open request link. See Handle service requests.
You, writing first. Open a customer under Customers and select Message. You can only message people who own something from your store or have been in touch before.
Reply to a customer
Open Messages in your store's dashboard. The number beside it counts unread messages.
On the Open tab, pick a conversation.
Write your reply and select Send, or press Ctrl+Enter (Cmd+Enter on a Mac).
Replies go out as your store. The customer sees the store's name with the username of whoever on your team wrote each reply, and gets a notification. A message can be up to 4,000 characters. An open conversation refreshes by itself every 30 seconds.
Close and reopen conversations
Close moves a conversation to the Closed tab. The customer can't reply to it any more, but they can still start a new one while your store accepts messages.
Reopen brings it back to Open so you can reply again.
Ban a customer
If someone is abusing your inbox, select the ban icon at the top of the conversation. The dialog explains what happens: they can no longer message you or send requests, their open conversations close, and your game sees them as banned. They keep their licenses and downloads unless you revoke them. Add a reason if you like (only your team sees it), then select Ban customer. See Customers and bans.
Get notified
Each team member chooses what your store tells them about, under Notifications in account settings. A new message covers customers writing to the store or replying. See Messages and notifications.
Reviews
Store reviews and product reviews
Store reviews
Product reviews
What they're about
Your store as a whole: support, updates and communication
One product
Who can write one
Anyone who owns something from your store, or whose request for work you took on
Anyone who owns that product
Where they're written
The Reviews section of your storefront
The product's page
Can your team remove them
No, but you can report one to Enviglo
Yes, if you're allowed to remove reviews
Both kinds are 1 to 5 stars with optional text. Each person gets one review per store and per product, which they can edit. Nobody on your team can review your store or its products.
Your storefront's headline rating comes from store reviews once you have some, and from the average across your products until then.
The Reviews page
Open Reviews in your store's dashboard to see:
Store reviews, with a summary of the ratings and the latest reviews.
By product, a list of your products with each one's rating and number of reviews.
Product reviews, your products' reviews, newest first.
Each product's own Reviews page in your dashboard shows just its reviews.
Remove a product review
Only do this for reviews that break the rules.
Find the review on Reviews, or on the product's own Reviews page.
Select the bin icon next to its stars.
Select Remove review.
The review disappears from the product page for everyone. The author is told your store removed it for breaking the store's rules, and the removal is recorded in your audit log.
Report a store review
You can't remove store reviews yourself. If one breaks the rules, select Report on it, choose a reason, add any details, and select Send report. Reports go to the Enviglo team, not to the person who wrote the review.
Replying to reviews
Reviews don't take public replies. To follow up with a reviewer, message them from Customers.
Troubleshooting
"You can message people who own something from your store, or who have been in touch before." You can't start a conversation with someone who has never dealt with your store.
"Keep messages under 4,000 characters." Split a long reply into two.
There's no Messages page in your sidebar. Ask an owner or admin for Messages (or a custom role with Reply to messages).
"You do not have permission to do that." when banning. Banning needs Licenses (or a custom role with Manage customers).