Collect, moderate and request customer reviews

Essential8 minChecked on 10/4/2026

What you will have: You ask a customer for a review, read it, then decide whether to publish it.

Published reviews reassure the next buyers, and negative reviews alert you before they make noise.

Screens shown for:

Why it matters

A customer who hesitates trusts another customer more readily than your advertising. But you still have to remember to ask for their opinion, and keep control of what becomes public. Genuka gives you a link to send to the customer, a queue to read each review before publishing, and an average rating to follow satisfaction over time.

Summary

Reviews let you collect what customers think of a product, an order or the shop, then choose what becomes public. By default, each review waits for a decision from the merchant in the moderation queue; a form can however be set to publish immediately.

Everything is in Settings › Catalog: Reviews (/reviews), Moderation queue (/reviews/moderation) and Review forms (/settings/review-forms).

Requirements

The reviews.view right to view, reviews.create to enter or request a review, reviews.moderate to publish or reject, reviews.forms.manage to manage the forms.
At least one active review form. Without a form, there is nothing to request: the form defines the questions asked and the type of object rated.

The two notions not to confuse

Notion	What it is
Review form	The template of questions: what is asked, and about what (product, order, shop…). It is set up once.
Review	A customer's answer to a form, with their rating and comment.

Steps

1. Prepare a review form

In Settings › Catalog › Review forms, create a form, choose its target type (product, order, shop…), its questions and its moderation: "Review before publishing" (default) or "Publish immediately". An inactive form cannot be used to request a review.

2. Request a review from a customer

From Settings › Catalog › Reviews, Request a review button — or from an order's page, actions menu Request a review. Genuka generates a single-use public link that the merchant sends to the customer themselves (WhatsApp, email, SMS). The link can have a validity period.

Two ways to designate what will be rated:

Fixed object: you choose the order or product to rate.
The customer chooses their order: only possible with an Order-type form. The customer then verifies their phone number, then selects one of their orders. The linked customer must therefore have a phone number saved.

3. Moderate

With a form set to "Review before publishing", reviews arrive pending. The reviews list does not offer the decisions: it sends you, through the Moderation queue button, to Settings › Catalog › Moderation queue (/reviews/moderation). There, review by review:

Publish — the review becomes publicly visible;
Reject — the review stays saved but is never displayed;
Mark as spam;
Delete.

With a form set to "Publish immediately", the review is published as soon as it is submitted and does not go through the queue.

4. Follow your reputation

The Reviews screen shows the average rating and its trend over the period, the published volume and the number of reviews waiting for a decision. Averages per product can also be read object by object. Export reviews outputs the list, and Add a review enters by hand a review received elsewhere.

Fields & options

Field	What it does
`status`	`pending` (waiting), `published` (visible), `rejected`, `spam`, `draft`.
`rating`	Rating calculated from the answers, never entered directly by the customer.
`verified`	Indicates a review submitted through a verified invitation, more reliable than a manual entry.
`source`	Origin: `manual` (entered by the merchant), invitation, public widget…

Edge cases & common mistakes

"I cannot request a review" — the chosen form is probably disabled, or no form exists yet.
"The customer cannot choose their order" — this option only exists for Order-type forms, and the customer must have a phone number for the verification.
The rating cannot be edited by hand — correcting a review means correcting its answers; the rating is recalculated from them.
A corrected review is revalidated against the original form, not against the current version of the form: editing a form does not rewrite reviews already submitted.
Publishing is a public act: the review becomes visible to customers. It is reversible for display, but not for perception.

FAQ

Can a review be published automatically? Yes, if its form is set to "Publish immediately". Otherwise (default setting), it waits for a decision in the moderation queue.

Can I ask for a review from someone who is not a registered customer? Yes, by simply entering a name and an email on the request.

What happens to a review if the customer is deleted? The author's name is kept on the review, so the attribution is not lost.