Replying to reviews

Your company can post one public reply to each published review of a product it owns. The reply shows under the review on the product page. We check every reply before anyone sees it. A reply never changes the review.

Anyone with a seat on your vendor account can reply, owner or member. Your company must own the product. If a product has more than one owner, each owning company can post its own reply, and it does not matter which one is the main owner.

Replying needs Managed. On Free you can see your products' reviews and any replies you posted before, but you cannot write, edit or resubmit a reply. You can still withdraw one. See Plans.

You can reply only to a review that is published. You cannot see reviews that are still waiting for us or that we turned down.

In the vendor portal, open the product and go to its Reviews tab. Each published review shows whether your company has replied. Choose Reply on a review to write one.

A reply is plain text, up to 2,000 characters. Line breaks are kept. Links are shown as text and cannot be clicked. A reply has no title, rating or attachments.

Your company gets one reply per review. Nobody can reply to a reply.

We read every reply before it is published. Until we approve it, the portal shows it as Pending and readers do not see it.

We turn down or remove a reply that:

• names, identifies or guesses at the reviewer, or says anything about them,
• offers the reviewer anything, or asks them to change or remove the review,
• advertises, or gives contact details meant to move the conversation off the page,
• breaks any rule a review must follow. See the Review Guidelines.

A reply may disagree with the review, correct a fact, explain a fix, or say what changed in a later release. We do not turn down a reply because it disagrees with the reviewer.

A published reply sits under its review, never inside it. It is labelled "Response from" your company name, with the date we published it. If more than one company owns the product, each published reply appears in the order it was published.

The review stays exactly as the reviewer wrote it. A reply never changes the review, its rating, the product's review count or average, or where anything ranks. Reviews stay in the same order with or without a reply.

We do not tell the reviewer that you replied.

Each reply in the portal shows one of these states:

• Pending. Waiting for us. You can edit it or withdraw it.
• Published. Live on the product page. You can edit it or withdraw it.
• Rejected. We turned it down. The portal shows our reason. You can resubmit it.
• Withdrawn. You took it down. You can resubmit it.
• Removed. We took it down after it was published. The portal shows our reason.

Editing a published reply takes it off the product page. The new text goes back to us, and nothing shows under the review until we approve it. The portal warns you before you save.

Withdrawing a reply takes it down straight away, whether it was pending or published.

Resubmitting sends a rejected or withdrawn reply back to us as a new pending reply. It replaces your company's earlier reply to that review.

A removed reply is final. Your company cannot reply to that review again.

A reply is not a report. If you think a review breaks the Review Guidelines, for example it is fake or names a person, email support@aecintegrations.com with a link and a short explanation. Replying does not remove, hide or flag a review.

• Previous: Contests and protests.
• Next: Plans.
• Review Guidelines, including the rules for vendor responses.
• How we research and verify listings.