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Review Policy

Overall​

  • Reviews are incredibly important to merchants and can play a big role in their decision whether or not to install our app. We prioritize getting as many reviews on your app while strictly following Shopify review policy

  • Asking a review in a way that is against Shopify review policy leads to governance actions ranging from the removal of specific reviews, all the way to complete removal of app from the app store and the Shopify Partner Program.

When to ask for review​

Do's​

  • After a merchant has had time to experience your app’s features or see value from using your app
  • Do wait until your trial period is over (if you offer one)

Don'ts​

  • Don’t ask for reviews during onboarding

Where to ask for review​

Do’s​

  • Do follow-up after a support interaction
  • Do include in-product messaging where it makes sense
  • Do ask for reviews in email newsletters that merchants have opted into

Don'ts​

  • Don’t be intrusive, overwhelming, or unorganized
  • Don’t send unsolicited emails

Language to use​

Make sure you read this section carefully, as using inappropriate language could land you with some serious governance infractions that could lead to removal from the app store

Do’s:​

  • Do encourage merchants to share their experiences
  • Do allow merchants to say no
  • Do offer other support channels

Prohibited actions:​

  • Don’t explicitly ask for positive reviews/ 5 star review/ good review

  • Don’t offer a discount or other benefit in exchange for leaving a review

  • Don’t make merchants feel obligated to leave a review

  • Don’t ask merchants to edit, remove, or revise their reviews

  • Don’t ask for reviews with leading questions

Accepted templates to use​

  • All accepted templates used to ask for review are saved in REVIEW folder on Crisp

  • You can create your own shortcuts based on accepted templates in Review folder but you are required to follow review policy strictly. Send CS Leader your templates to review before using.

Follow-up 4* review​

We never push customer to update their review (again Shopify policy). Don't be pushy! Follow these steps:

  • Step 1: Ask for reason why customer give us 4* review. Use one of the accepted templates
I’ve seen your review, thank you so much. It is a 4-star review, though. I believe that I’ve tried my best to assist you.

Could you please let me know what we can do to improve our app and service?
Thank you so much for your kind words, I really appreciate that!

I saw that it is a 4-star review, though. How can I make your experience even better? :$
Thank you for your lovely review. However, it is a 4-star review. Could you please tell me what we can do to enhance your experience?
  • It is okay if customer do not reply to your message. Don't make them feel bad about us by sending too many messages asking for the reason.
Thank you for your constructive feedback. I noted it back to our team and we will improve it for sure.
We really appreciate your honest feedback. We will try our best to improve the app and service better for you and other users!

  • Step 2: Kinly ask customer to rate their experience again if they tell us the reason and willing to do so.

    • The accepted phrases are review/rate/evaluate your experience again

    • Measure the temperature of the conversation as well as customer' reaction.

    • You must use the right review link format and for the right app!

Given the recent experience you’ve had, could you please rate your experience again?
Here is the link: [https://apps.shopify.com/avada-boost-sales](https://apps.shopify.com/avada-boost-sales#modal-show=ReviewListingModal)

Thank you so much!
Your feedback means a lot to us! Could you please take a few seconds to review your experience again? Thank you a mil times <3 <3
We value your opinion <3  Would you mind spending a moment to evaluate your experience again? Thank you very much <3 <3