Reply to a buyer's review

Write your reply in the box under a review in Seller hub → Reviews, then select Post reply. Each review can have one public reply, and you can edit it later.

Post a reply

1. Open the account menu on esano.com and choose Seller hub.
2. Choose Reviews. Select the Needs a reply tab to see reviews you haven't answered.
3. Click the box under the review. It says "Write a public reply to" and the buyer's first name.
4. Write your reply.
5. Select Post reply.

The button says Posting… while it saves. When it's done, your reply appears under the review with the label Your reply and the date. The number beside Reviews in the Seller hub menu goes down by one.

Edit your reply

1. Find the review in Seller hub → Reviews.
2. Select Edit reply.
3. Change the text.
4. Select Save reply, or Cancel to keep the old one.

You can edit your reply as often as you need. Each review still has just one reply.

What shoppers see

Your reply shows under the review on your listing page as "Reply from" and your shop name, with the date. Anyone who views the listing can read it. The note beside the reply box reads "Replies show under the review on your listing."

What you can write

• Replies can be up to 2,000 characters.
• Links and email addresses aren't allowed. If you add one, Esano says "Links and email addresses aren't allowed. Remove them and try again."
• The reply can't be empty. Post reply stays off until you type something.

Who can reply

Owners, Managers and Support team members can reply to reviews. Replies are recorded in the shop's activity log. See who on your team can see shop messages.

When a reply goes away

A reply belongs to its review. If the review is deleted by the buyer or removed by Esano, your reply goes with it. A refund doesn't remove the review or your reply. See buyer access and reviews after a refund and report a review or ask for removal.

If it doesn't post

If you see "Couldn't reach Esano. Check your connection and try again.", check your internet connection and select Post reply again. If the page says "That review is no longer there. Reload the page.", the review was removed. If you keep running into problems, contact support.