How do customer reviews work?

Verified customers leave star ratings and reviews on your venue page — you reply publicly, report abuse to ResoFlow, and switch the whole thing on or off.

ResoFlow has its own reviews system: customers who genuinely came leave a star rating and a few words, and the reviews show on your venue page — and on your website's reviews section if you have one. No outside site involved, and no anonymous drive-by reviews: only verified customers can post.

Who can leave a review

Only a customer with a completed order, booking or event ticket:

• an order — once it's been delivered or collected (the "Leave a review" card appears on their order status page);
• a booking — once the visit is over (on their manage-booking page);

A review can be left for 30 days after the visit, order or event. After that the "Leave a review" card no longer appears — a review should describe a meal people still remember, and a venue shouldn't be surprised by one about a visit from last year. (That's separate from the 30 days a customer gets to edit a review they've already left, below.)

• an event ticket — from the day after the event (on their ticket page).

One review per order, booking or ticket — coming back to it edits the same review rather than adding another. Customers pick a star rating (1 to 5), can add a few words, and choose the name shown publicly (a first name works well). They can edit their review for 30 days; after that it stands as written. Strong language is refused automatically at the point of posting, with a polite ask to reword — slurs and swearing never reach your page, while ordinary criticism posts as normal (that's deliberate: reviews you simply don't like are handled by replying, or reporting — see below).

Why customers can't leave reviews — and switching them on

Three things must all be true before a customer can leave a review, and the first two are the usual reasons nobody can:

• Your venue has a paid plan or a paid product. Reviews are included with any paid plan or any paid product — the Free plan with no paid product, or the free Tickets tier alone, doesn't include them. If your venue later has no paid plan or product, reviews simply stop showing until one is active again — nothing is deleted.
• The switch is on. Reviews live on the Reviews page (in the Grow group). The Show reviews to customers switch is off by default — nothing shows publicly and no reviews can be left until you turn it on.
• The customer genuinely came. Only a customer with a completed order, booking or event ticket is offered the "Leave a review" card (see "Who can leave a review" above), so a brand-new venue sees no reviews until those visits have happened.

What shows publicly

Your venue page gets a reviews section with the average and the most recent reviews; a venue with our website product gets a matching reviews section on its site. Each review carries a small badge saying where it came from — Dined in, Collection order, Delivery order or Event — and once there's more than one kind, filter buttons (All · Dining · Collection & delivery · Events) let visitors browse by kind. It's always ONE pool of reviews with one average — the badges are flavour, never separate scores.

What never shows publicly: the customer's email address, which exact order or booking a review came from, staff names on replies (a reply shows as "Reply from the venue"), or whether a review has been reported.

Replying, reporting and removal

• Reply — anyone with the reviews permission can reply publicly from the Reviews page; staff can also reply from the staff portal's own Reviews page mid-service. One reply per review, editable any time.
• Report — if a review is abusive or fake, use Report on the review (owner dashboard only), say what's wrong with it and click Report review. Reporting reaches ResoFlow's operator straight away by direct message and email (a report made overnight, 11pm–7am UK, arrives at 7am) and lands the review in ResoFlow's own review queue, so it is always seen by a person. The review comes off your public page and out of your rating straight away while ResoFlow looks at it — nobody is told it was reported, and the customer can still see their own review. ResoFlow then either removes the review or puts it back; either way you get an email with the outcome and it shows in your Activity Log.
• Removal — only ResoFlow can remove a review, and only one your venue has reported. Venues can never delete reviews — that's what keeps them meaningful.

If a customer asks to be erased under GDPR, their reviews are deleted outright.

Sharing your reviews page

The Reviews page carries a Your reviews page card with the address of the reviews section on your venue page — share it anywhere you ask for reviews (a card with the bill, your email footer, your social bios). Copy link copies it and Open shows it in a new tab. While reviews are switched off, the card says the page is closed to customers until you switch reviews on. The card also points at the QR codes page, where a Reviews code ("Scan to leave a review") lands customers on that same section to read reviews and leave their own after a visit — ready for a card by the door or with the bill.

Asking customers for reviews

The automatic review-request email (Marketing → Automations) can point customers here: switch on Also ask on your ResoFlow reviews page in the review request's settings and the email gains a button to your venue page's reviews. It works alongside — or instead of — the Google/Tripadvisor ask; with both on, the outside-site button comes first. See How do I send thank-yous and ask for reviews?.

Related: How do I send thank-yous and ask for reviews? · Collection and delivery · How do I set up and run Order & Pay?