Browse and filter reviews
The Reviews page lists every review your customers have left or you have imported, one review group at a time. Status tabs, search, filters, and sorting get you to the review you need. Clicking a row opens a details window where you change the status, reply, or delete the review. The same table appears on each customer's profile, where you can also create a review link for one of their orders. Reviews is available on Toki's paid plans.
Open the Reviews page
- In the Toki app, click Reviews in the left navigation.
- If you have more than one review group, click the group's tab at the top of the page. Each tab shows the group's name and, in parentheses, how many of its reviews are waiting for a decision, for example Skincare (4). With a single group, the name appears as a heading with a 4 pending badge next to it. The counts refresh on their own.
The table takes up the main part of the page. The Settings card and the Product summaries card on the right are covered in Review groups and AI review summaries.
Status tabs
Four tabs above the table split the group's reviews by status: All, Pending, Approved, and Rejected. The Reviews page opens on Pending, so reviews that need a decision are the first thing you see. What each status means, and how a new review gets its first status, is explained in Review moderation.
Search
- Click the Search and filter button (the magnifying glass and filter icon) above the table.
- Type in Search reviews. Results update about a second after you stop typing.
Search needs at least three characters. It looks through:
- the review's headline, text, pros, and cons
- custom question answers, and the question labels
- the product ID, the order ID, and, for imported reviews, the review's ID on the previous platform
- the author's name and email
- the customer's email, first name, and last name, when the review is tied to a member
Type several words and Toki finds reviews that contain any of them. Words shorter than three characters are skipped. A few common words also match their close synonyms: searching good also finds reviews that say great, excellent, nice, or well, and fast also finds quick and speedy. A search that contains other characters, such as an email address, is matched as one whole phrase.
Your search term shows as a tag under the filter bar. Click the × on the tag to remove it.
Filters
Click the Search and filter button to show the filters. Rating, Products, and With media appear as buttons in the filter bar. The custom question filters sit behind Add filter, in the Custom questions section of the list.
| Filter | What it does |
|---|---|
| Rating | Shows reviews with one exact star rating, from 5 star(s) to 1 star(s). Pick one rating at a time. |
| Products | Shows reviews for the products you select. Pick as many as you like. The tag reads Products: 2 selected. |
| With media | Keeps only reviews with at least one photo or video. |
| Custom questions | One filter per choice question in the group's review forms. Pick an answer to see only reviews with that answer, or Any answer to stop filtering on that question. |
Question filters exist for single-choice and multiple-choice questions with at least two options. See Custom review questions for how to add questions to a form.
Applied filters show as tags under the filter bar, next to your search term. Click the × on a tag to remove that one filter, or click Clear all to remove the search term and every filter at once. When nothing matches, the table reads No reviews match the selected filters.
Sort and pages
Click the Sort button and pick an option under Sort by:
| Sort by | Options |
|---|---|
| Created | Most recent (the default) or Oldest first |
| Rating | Highest rating first or Lowest rating first |
The table shows 10 reviews per page. Use the arrows at the bottom of the table to move between pages. Switching the group, the status tab, a filter, or the sort order takes you back to the first page and clears any rows you had selected.
What the columns show
| Column | What it shows |
|---|---|
| Author | The customer's email (or their name when no email is on file) when the review is tied to a member. Click it to open their member profile. Otherwise the name the author gave, or Anonymous. |
| Rating | The star rating as a number, or - when the review has no rating. |
| Review | The first 50 characters of the review text. |
| Product | The product's title, or its ID when no title is available. Click it to open the product in your Shopify admin in a new tab. |
| Order | The order ID, linked to the order in your Shopify admin, or - when the review isn't tied to an order. |
| Status | A Pending, Approved, or Rejected badge. |
| Created | The review's date and time. |
Change the status of several reviews at once
- Tick the checkbox at the start of each row, or tick the checkbox in the header to select every review on the page.
- Click Mark approved, Mark rejected, or Mark pending in the bar that appears above the rows.
Toki confirms with Reviews updated, clears the selection, and updates the pending counts on the group tabs.
Review details
Click anywhere on a row to open Review details. Clicking a link inside the row (author, product, or order) follows that link instead.
| Section | What it shows |
|---|---|
| Top of the window | The author (linked to their member profile when the review is tied to a member), the status badge, and a Delete button. |
| Rating, Product, Order, Created | The rating; the product's thumbnail and title with its ID underneath, linked to your Shopify admin; the order ID, linked to your Shopify admin; and the date and time. |
| Review text | The headline, the review text, and Pros: and Cons: lines when the customer filled them in. |
| Custom questions | Every question the customer answered, with the answer. Shown only when there are answers. |
| Media | Thumbnails of the photos. Videos play right in the window. Click any item to open the original file in a new tab. |
| Replies (N) | The reply thread. See Reply to a review. |
| Status | A dropdown with Pending, Approved, and Rejected. |
To change the status, pick a new value in Status and click Save. Save becomes active once you pick a status that differs from the current one. Toki shows Status updated and closes the window.
To delete a review, click Delete. A confirmation reads This will permanently remove the review and its replies. Click Delete again to confirm, or Cancel to keep it. Toki shows Review deleted.
Reply to a review
You answer a review from the Review details window, on the Reviews page or on a customer's Reviews tab.
- Open the review and scroll to Replies. Until you answer, it reads No replies yet.
- Type your answer in Add reply.
- Click Reply.
Toki confirms with Reply added and shows the reply in the thread with your name (or your email) and the time it was posted. A reply needs some text: Reply stays inactive while the field is empty or holds only spaces. You can add as many replies to one review as the conversation needs.
Replies are public. Once the review is approved, shoppers see View 1 reply (or View 2 replies, and so on) under it on your product page and click to read the thread. Each reply shows its text, its date, and the first and last name on your Toki account, or Brand representative when your account has no name. Your email is never shown to customers.
The customer who wrote the review also sees your replies on their own review when they open it from their wallet or from a review link, including while it is still pending. Replies are published, not sent: the customer gets no email or notification when you reply.
To remove a reply, click Delete next to it. The reply disappears right away, with no confirmation step, and Toki shows Reply removed.
When you import reviews that carry a reply from your previous platform, Toki imports the reply too, as long as the review has no replies in Toki yet.
Reviews on a customer's profile
- In the Toki app, click Members in the left navigation, then click the member's row.
- Click the Reviews tab.
The tab shows the same table, limited to this customer's reviews across all your review groups. It opens on All instead of Pending. Search, the Rating, Products, and With media filters, sorting, bulk status changes, and the details window all work the same way. Custom question filters belong to one review group, so they appear on the Reviews page only.
Reviews next to each order
On the member's Loyalty tab, the Recent purchases section has a Reviews column. It lists this customer's reviews for the products in each order, by product title. Click a title to open Review details. This column and the Action column next to it appear when Reviews is active on your plan.
Create a review link for an order
Use this when a customer wants to review something they bought and you'd rather hand them a direct link.
- In Recent purchases, click the ... button in the order's Action column.
- Click Create review link.
- In the Create review link window, click the copy button next to URL, or select the link from the field. Toki confirms with Copied to clipboard. Click Close when you're done.
Send the link to the customer. It works for 30 days.
The link opens a review page hosted by Toki, outside your storefront and the wallet. It is headed Product review, names the order, and shows the product with its image. The link signs the customer in on its own, so share it with that customer only. They click the review button, which uses your group's Submit button text (by default Write A Review), and fill in the same form as on your product pages. After they submit, the page shows their review with its status and offers Edit review and Delete review.
The link is for one product from the order. Toki goes through your review groups in the order they are listed on the Reviews page, and inside each group it tries the order's products from the highest price down. It uses the first product that the customer hasn't already reviewed in that group (a pending or approved review counts as reviewed; a rejected one doesn't) and that passes the group's eligibility rules, including blocked customer segments.
The Create review link action appears for orders where such a product exists. It stays hidden when the order is cancelled, when the customer already has a pending or approved review for every product in the order, or when none of the order's products is eligible in any group. Products that are no longer on the order (quantity zero) aren't considered.