Customer Reviews and Replies to Them

Your products can get reviews from customers. Products with reviews:

take first place in search results and get into the Google and Yandex shopping section;
attract attention, and customers are more likely to click on such products’ PDPs;
increase loyalty: more than half of customers place an additional order during one week;
contain additional information, such as photos, and help customers make a choice among offers;
are added to the cart up to 160% more often according to Ozon data.

You can view the reviews on received and canceled products in the Products → Customer reviews section.

Working with reviews

You can view the reviews on received and canceled products in the Products → Customer reviews section:

Received—for orders that the client has placed and received. We publish such reviews on the PDP. They affect the product rating, and customers can see them.
Canceled—for orders that the customer has placed, but canceled. At the moment only you can see the reviews on received and canceled products, but in the future they’ll be displayed on the PDP and affect the product’s rating.

To search for reviews, filter them by date, rating, brand, content, and status of receiving.

To interact with product reviews, click in the product row and select:

reply to review;
mark as viewed;
write in chat;
view review overview;
view analytics.

Tips for working with reviews:

If the customer leaves a negative review, make sure to look into the situation and fix it as soon as possible. Responsiveness will restore trust and show other customers that you are a reliable seller.
Analyze reviews of canceled products to:
- Better understand customer expectations and meet them, increase customer loyalty and sales.
- Promptly respond to the review upon cancellation. It helps to maintain the customer’s loyalty to your store, or immediately choose a product from your assortment.
- Promptly react to product and service defects. For example, to withdraw a defective batch from sale, make the packaging more durable, change the courier service, or correct an error on the PDP.
- Avoid cancellations, extra logistics costs, and negative reviews on the PDP in the future.
Collect at least 10 product reviews. Ozon has a special tool for this: “Reviews for points”, which motivates customers to share their impressions. Customers don’t get points for canceled products reviews.
If you’re already using the “Reviews for points” tool, download and analyze review collection reports. Reviews not only increase product sales and attractiveness, but also help to find the strengths and weaknesses of your products and service.

Edit or delete review reply

You can edit or delete only your own replies to reviews. You can’t delete reviews or someone else’s replies to them.

In the Products → Reviews → Customer reviews section, find the review by product name or article code.
Click the review to see product details and customer name.
If your reply hasn’t passed moderation yet, click:
- Edit to edit the reply;
- Delete to delete it.
If your reply is already published, click:
- → Edit to edit the reply;
- → Delete the reply to delete it.

The edited reply gets moderated again. Once it’s published, customers can see the date when the reply was edited.

Reply templates

You can set up templates to reply to customers’ reviews quicker. This is handy when you need to give standard answers without analysis. You can create up to 10 different templates.

Create template

In the Customer reviews section
When replying to reviews

In the Products → Customer reviews section, click More → Set up templates.
Click Create template or New reply template.
Specify template name. It’s easier to find a template by its name in a list. Customers can’t see it.
Write template text.

Requirements for reviews replies
Click Save. You can edit your template once it passes moderation.

Edit or delete template

In the Products → Customer reviews section, click More -> Set up templates.
Click in the template block.
Edit the template and click Save.
To delete the template, click . Once the template is deleted, you can’t restore it.

Reply with template

To one review
To several reviews at once

In the Products → Customer reviews section, select the review to reply to.
On the review page, click By the template and select the template for reply.

Contact the user who left a review

Ozon doesn’t transfer user data to third parties.

You can contact the customer:

Via chat, if the customer wrote to you earlier.
In the Products → Customer reviews section, click on the product review and select Write in chat.

If the review is anonymous, you can’t open the chat.
By writing a response to their review. To do this, sign up in your seller account.

Download reviews

You can download reviews in CSV format for any period up to one month. For example, to save reviews from the past 3 months, generate 3 separate files.

In the Products → Customer reviews section, click Download report.
Select the report period and click Generate.
Download the file on the Ready reports tab. Generated reports are not deleted. You can access them anytime.

View review analytics

If you have a lot of products, it may be difficult to keep track of reviews for each model. In the Products → Review Analytics section, you can view how customers rate particular products. We show reviews about a product and review overview. This way you can see which products customers like or dislike and track changes in their rating.