Using Reputation Management

Using Reputation Management

Lovingly’s Reputation Management tool makes it simple to monitor, sort, and respond to new reviews, giving you a clear picture of your shop’s customer sentiment.

When a new review arrives, you’ll see a red notification dot on the Reputation Management icon in your Lovingly Account. Select the star icon to open your review list. Unread reviews appear in bold until they are opened.

By default, reviews are sorted with the newest at the top. To change the order, use the Sort By dropdown to view reviews by oldest first, highest to lowest rating, or lowest to highest.

You can also narrow your view using the Filter tool. Filters are multi-select, allowing you to focus on specific categories—such as only 1- and 2-star reviews—so you can identify trends in both positive and negative feedback.

Responding to customers is easy. When you hover over or select a review, a pink Reply button appears. Clicking the review will also display the associated order details in the right-hand panel, helping you craft a more informed response.

When you select Reply, your default email client will open. Lovingly provides three customizable email templates designed to save time and align your message with the review sentiment:

Each template includes the customer’s name, your shop name, a sentiment-appropriate subject line, and the original review text. These templates help you respond quickly, but you should always add a personalized message to strengthen customer loyalty.

Your reputation is important, and the dashboard gives you an at-a-glance overview of key metrics on the right side of the Reputation Management page

This is your all-time combined rating across every Lovingly review. It provides a quick snapshot of your overall performance on a scale of 1 to 5.

This section displays the total count for each star rating. Hover over any rating to see the percentage it represents within your full review history.

Reviews are grouped into three sentiment categories: Positive (4–5 stars), Moderate (3 stars), and Negative (1–2 stars). This gives you instant insight into the tone and intent of your customer feedback. These same categories are used for the email templates.

Every review is a chance to strengthen your brand, build trust, and enhance customer loyalty. Lovingly’s Reputation Management tools help you stay informed, take action, and continuously improve your customer experience.