Overview
When your customers choose to leave a review, they are guided through a structured, multi-step modal designed to capture high-quality feedback, photos, and specific product details. This process begins when a customer clicks the Write a review button on your site or follows the review link in your automated review request emails.
How the review flow works
Here is the step-by-step breakdown of the customer experience.
✅ Pro tip
You can customize all of the default prompt texts shown in this flow (e.g., "How would you rate this item?") to match your store's design and voice. To do this, navigate to Growave admin → Branding → Languages.
📖 Learn more about the language editor
Step 1: Star rating
The first screen prompts the customer to provide a basic rating.
Prompt text: "How would you rate this item?"
Action: The customer selects a 1 to 5-star rating to proceed.
On desktop: Review stars are highlighted when user hovers over the icon and a prompt appears for each star: 1 - Poor, 2- Fair, 3 - Average, 4 - Good, 5 - Excellent.
On mobile: A note appears with a hint — 'Tap a star 1 = Poor, 5 = Excellent'
Step 2: Written feedback and display name
Next, the customer is prompted to write their actual review and confirm how their name will appear online.
Prompt text: "Tell us more! We're eager to hear all about your experience."
Reward message: If you have an active "Leave review" earning rule in the Rewards app, a dynamic message will appear here (e.g., "Share it, and earn [reward value] for your next purchase!").
Display name: If the Display reviewer names setting is set to "Allow customers to choose," a dropdown menu titled "Display name publicly as" will appear. This lets the customer choose their preferred format (e.g., Full name, Anonymous). Learn more about configuring Review moderation and display settings.
Step 3: Media upload
Customers are encouraged to attach visual proof of their purchase.
Prompt text: "Show it off! We're eager to hear all about your experience."
Reward badge: If the "Leave review" earning rule is set to reward with points and the Give extra points for leaving a review with media setting is enabled, an additional badge will appear: "Earn extra points [value] by sharing media!".
Action: Customers can click Add files to upload images or videos, or they can click Skip, if the Attributes feature is ON (or Submit, if the Attributes are OFF) to bypass this step. Note: Video review uploads are available starting from the Growth plan.
Consent: If the Review usage consent setting is enabled (and Attributes are disabled), the mandatory consent checkbox and optional Privacy Policy link (if enabled) will appear at the bottom of this screen. The customer must check the box to submit the review.
Step 4: Custom attributes (optional)
If you have the Attributes feature enabled, this screen allows customers to answer specific questions about the product.
Prompt text: "Tell us about yourself and your purchase."
Action: Customers fill out your custom questions using sliders, radio buttons, and checkboxes, then click Submit to finalize their review.
Consent: If the Review usage consent setting is enabled, the mandatory consent checkbox and optional Privacy Policy link (if enabled) will appear at the bottom of this screen. The customer must check the box before they click Submit to finalize their review.
Step 5: Success screen
How the success screen behaves depends on where the customer started the review:
Direct on-site review (via widgets, extension, or product page)
After submitting a review for a product, the customer sees the final confirmation screen:
Prompt text: "Thank you! We hope you thoroughly enjoy your reward."
Reward confirmation: If the Leave review earning rule is active, the earned reward is displayed here along with a Rewards button (opens the Rewards pop-up widget).
Action: The customer clicks Done to close the modal. (To review remaining purchased products, they can re-open the Leave review action from the Rewards widgets).
Review submitted via automated review request email (continuous loop)
When a customer clicks the link in a review request email, they enter a continuous multi-product review flow:
Next product prompt: After submitting a review for the first item, the modal window automatically prompts the customer to review other purchased but still unreviewed products from their orders.
Continuous flow: The flow repeats from Step 1 for each eligible item, allowing the customer to review all their purchases in a single session without having to go back to their email inbox.
Shop review: Once all purchased products are reviewed, the modal window prompts the customer to leave an optional shop review (if they haven’t submitted one yet).
Final reward screen: Once all items are completed, the customer is shown the final "Thank you!" screen with their accumulated reward summary, and clicking Done completes the flow.
FAQs
Can I remove specific steps or questions from the review process?
Currently, the standard review flow follows a set structure to ensure maximum feedback collection. Removing individual steps cannot be adjusted directly through your standard Growave admin settings.
How do I request a modification to the Leave a review flow?
Modifying the review flow to remove specific entry points or steps requires a manual adjustment to your account settings by our technical specialists. To have this custom modification applied to your store, please reach out to our support team and ask for human assistance. Let us know exactly which step you would like to skip, and our technical specialists will happily make the adjustment for you.
If you have any other questions or requests, feel free to reach out to us at [email protected] or use the chat in the bottom-right corner of your Growave admin panel. We're here to help! 🤗