In a recent Business Bloomer Club discussion, store owners shared insights on the practice of moderating customer reviews on WooCommerce.
With WooCommerce’s built-in review system, store owners can see, approve, edit, or even reject product reviews before publishing.
While this moderation provides some control over the reputation of a store, it also raises questions about transparency, as it can be tempting to publish only favorable reviews, potentially skewing the perception of the store.
WooCommerce’s Review Moderation: A Fair Practice?
WooCommerce allows store owners to moderate incoming reviews, making it possible to filter out negative feedback if they choose. This level of control is sometimes seen as problematic for transparency, as customers may begin to doubt the authenticity of reviews if only positive ones are displayed. From a store owner’s perspective, however, the ability to address reviews before they go live can help manage reputation, especially for new stores building their brand.
Shopify’s Approach and Third-Party Solutions
Shopify, by contrast, doesn’t have a built-in review moderation feature; store owners need to use third-party apps from the Shopify app store to add product reviews. Many of these third-party tools offer features similar to WooCommerce, but some, like TrustPilot and Google Reviews, don’t allow store owners to remove negative feedback, adding a layer of credibility and accountability to reviews. These services allow store owners to respond to, but not filter out, negative reviews, creating a more balanced view of the customer experience.
Considering External Review Platforms
For some store owners, third-party review platforms like TrustPilot or Google Business may be the ideal solution. These platforms often have rigorous standards for review authenticity and are widely recognized by consumers.
Displaying these reviews can help stores build credibility and transparency, showing that feedback is valued regardless of rating. Additionally, reviews on such platforms are less likely to be questioned for authenticity, as they can’t be manipulated directly by the store owner.
Conclusion
For WooCommerce store owners, balancing the need for reputation management with transparency in customer feedback is crucial. While WooCommerce’s review moderation options offer flexibility, relying solely on this can backfire, especially as customers become aware of the ability to filter reviews.
Many successful store owners opt to integrate or prioritize external review platforms, which provide a neutral space for customer feedback and enhance credibility. As eCommerce continues to grow, building trust through transparent review practices is likely to remain essential for long-term success.
