Reviews

Enscale includes a full review system — collection, imports, moderation, replies, and storefront widgets. Review collection is available on every plan, including Free.

Collecting reviews

The highest-response method is a WhatsApp request after delivery. Response rates on WhatsApp are typically far above email, because the message arrives where the customer already is.

The flow:

Trigger: Fulfillment Updated
  → Condition: {{trigger.shipment_status}} equals "delivered"
  → Wait 2 days
  → Fetch review link
  → Template Message with the link

Walkthrough: Build your first workflow.

Verified reviews

The Fetch review link node produces a signed URL tied to that specific customer and product. A review submitted through it is marked verified purchase, and can display a badge on your storefront.

Always use this node rather than linking to a generic review form. Verified reviews carry considerably more weight with shoppers, and the badge is only available when the link proves the purchase.

Timing

Two days after delivery is a reasonable default. Adjust for what you sell:

• Consumables and fast-value items — 2–3 days.
• Apparel — 5–7 days, so they've worn it.
• Anything needing setup — 10–14 days.

Asking too early gets "haven't tried it yet". Too late and they've moved on.

Importing existing reviews

Import from Judge.me or Loox, preserving rating, body, author, product, date, media, and verified status where available.

Import before switching your storefront widgets over. A product that showed 40 reviews yesterday and shows zero today reads as something going wrong.

Reviews are matched to Shopify products during import; anything unmatched is reported so you can fix it rather than lose it.

Moderation

New reviews are held as Pending by default and published when you approve them.

Auto-approve

Turn on auto-approve in settings to publish qualifying reviews without manual work:

A negative review with a good reply underneath often converts better than no negative reviews at all. Shoppers distrust a wall of five stars.

Replying

Reply to any review from the review management page. Replies show publicly beneath the review.

Worth replying to every review under four stars. A reply is the only chance to give your side to every future shopper who reads it.

Storefront widgets

Served by the Enscale theme app extension. Enable it in your theme editor — see Webchat widget, which uses the same extension.

Configure appearance in Settings → Widget — layout, sort order, page size, colours, and which elements show (rating summary bar, verified badge, source, helpful votes, write button).

See Settings reference.

Metafield sync

Enscale writes your published review average and count to Shopify product metafields:

These are readable by your theme, so you can show star ratings in collection grids without loading an Enscale script. They also feed Google's rich-result markup if your theme supports it.

Only published reviews count towards these values.

Reviews and automation

Branch on {{trigger.review.rating}}:

Trigger: Review Submitted
  → Condition: {{trigger.review.rating}} >= 4
      → Yes: thank you + loyalty points
      → No:  tag "service-recovery" + assign to a human

Routing low ratings to a person before they harden into a public complaint is one of the highest-value automations available.

You can also award loyalty points for reviews, via the review reward ledger entry.

Troubleshooting

Next steps

• Loyalty — rewarding reviewers.
• Workflows — building the request flow.
• Integrations — Judge.me and Loox imports.