Boost Sales with Squarespace Customer Reviews
TL;DR:
- Customers can review physical, download, service, and subscription products, but not gift cards
- Reviews are requested automatically 14 days after purchase, customers have 120 days to respond
- Review settings can be adjusted in the Customer Reviews panel
- Reviews appear in tabs on product detail pages
- Deleting products or contacts affects review visibility
Customer reviews on Squarespace help build trust and boost sales by showing real feedback from buyers. The platform handles most of the work automatically, but you'll want to customise the setup to match your brand.
Setting Up Customer Reviews
Squarespace makes customer reviews pretty straightforward. You can collect reviews for physical products, downloads, services, and subscriptions. Gift cards don't qualify for reviews.
First, check your plan supports customer reviews. You'll need at least a Basic plan (Commerce plans work too). Then head to your automations dashboard and turn on "Request customer reviews." This sends an email to customers 14 days after their purchase asking for a review.
The timing is fixed at 14 days and you can't send repeat requests to the same customer. But that's usually enough time for people to have used what they bought.
Customising Review Requests
The default review request email works fine, but customising it makes it feel more like your brand. Go to the automations dashboard and find "Request customer reviews." You can edit the subject line and email body to match your voice.
Keep the tone friendly and specific. Instead of "Please review your purchase," try "How's your new [product name] working out?" People respond better when it feels personal rather than automated.
Managing and Displaying Reviews
Once reviews start coming in, you'll see them in the Customer Reviews panel. This shows all feedback with ratings and comments. You can choose which reviews to display publicly using the visibility settings.
Reviews appear in tabs on your product pages. You can set them to show only for the specific product, store-wide, or both. Most businesses stick to product-specific reviews since they're more relevant to shoppers.
The bit most people miss is engaging with the feedback. When customers mention specific issues or praise certain features, use that information to improve your products or highlight popular benefits in your descriptions.
Advanced Settings and Considerations
You can pause review requests anytime by toggling the pause option in automation settings. This is handy during major updates or seasonal promotions when you might not want the distraction.
Here's something to watch out for: if you delete a product, its reviews stick around but become harder to manage. If you delete a customer contact, their reviews disappear too. Plan your housekeeping accordingly.
Reviews only get requested for purchases made after you enable the feature. You can't trigger requests for older orders, so turn it on as soon as you're ready.
TL;DR:
- Enable customer reviews in your automations dashboard (needs Basic plan or higher)
- Customise the review request email to match your brand voice
- Use the Customer Reviews panel to manage which reviews appear publicly
- Reviews help build trust and provide valuable feedback for improvements
- Plan carefully before deleting products or contacts as it affects review visibility
FAQs
Can I request reviews for past orders?
No, only purchases made after enabling reviews qualify for requests. The system doesn't backtrack to older orders.
What happens if I downgrade my Squarespace plan?
Downgrading to Business or Personal plans stops automatic review requests, but existing reviews stay visible on your site.
How do I handle negative reviews?
You can't delete reviews, but you can hide them from public view using the visibility settings in the Customer Reviews panel.
Can customers edit their reviews after submitting?
No, reviews are final once submitted. Customers would need to contact you directly if they want changes.
Jargon Buster
Review Request Email – The automated message Squarespace sends to customers 14 days after purchase asking for a review
Visibility Settings – Controls in the Customer Reviews panel that let you hide or show specific reviews publicly
Aggregate Rating – The overall average score calculated from all customer reviews for a product
Product Detail Page – The individual page for each product where reviews appear in tabs
Wrap-up
Customer reviews create a feedback loop that benefits both you and your customers. Shoppers get honest opinions about products, while you gain insights into what's working and what needs improvement. The key is setting up the system properly and staying engaged with the feedback you receive.
Remember to customise your review request emails and regularly check the Customer Reviews panel to manage what appears publicly. Reviews build trust, and trust builds sales.
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