Widgets
The Review widget does not show on my product page
- Is the block on the right template? Many themes have more than one product template. In the theme editor, open the product you are looking at and check the block is there.
- Did you save, on the live theme? The setup guide on Home checks your published theme. A block added to a draft theme only shows in that theme's preview.
- Is it switched off in the app? In Settings › Widgets › Review Widget, under Advanced, check Show the Review Widget on your storefront.
- Is the app embed on? See Sofcy Reviews app embed.
The setup guide says "Unable to verify this block"
Sofcy could not read your theme at that moment. Reload the page. If it keeps happening, the block is probably fine: check your storefront directly.
I see two sets of stars or two review sections
Another review app is still on your theme. Remove its blocks and switch off its app embeds in the theme editor, or uninstall it once you have imported its reviews. If you see two floating tabs, you have both the Floating tab embed and the Floating reviews tab block on: keep the embed.
A widget shows sample or old settings
For widgets with an in-app customizer, the theme editor settings apply until you save in the app, and the app's settings apply after. The customizer says which is in use. See App settings or theme editor?
Reviews
A new review does not appear on my store
- Only published reviews show. Open Reviews and check its status. New reviews are pending unless auto-publish is on.
- With auto-publish on, a review can still be held for its star rating or by a filter. It will be in the Pending view.
- After publishing, reload the product page. The confirmation message ends with Storefront widget synced once the store is up to date.
A review I never approved went live
Pending reviews publish themselves 14 days after they were submitted. Hide or archive reviews you do not want before then. See Statuses.
A review is on the wrong product
Use Move to another product in the review's ••• menu. See Move to another product.
Reviews are not marked "Verified buyer"
Only reviews written from a review request email link are verified. Reviews from the widget, a shared link, a QR code or an import are not. Check too that Show verified buyer badges is on in Collection flow.
Review request emails
No request emails are going out
- Give it time. The default delay is 14 days after fulfillment. Check Request scheduling.
- Are requests on? The Requests card on Home should read Requests enabled. If not, turn on Send review request emails in Email templates › Review request.
- Was the order fulfilled? Requests are scheduled when an order is fulfilled, not when it is placed.
- Look in Reviews › Review requests. Every request is listed with its status. Scheduled means it is waiting for its send time. Suppressed shows the reason.
A customer did not get their email
- Find the request in Reviews › Review requests. If it is Failed, select it and click Retry failed.
- If it is Suppressed, the reason says why: they unsubscribed, already reviewed, were asked too recently, or the product has requests turned off.
- If it is Sent or Delivered, ask them to check their spam or promotions folder.
Customer replies do not reach me
Set a Reply-to email in Sender and branding.
Imports
My import failed
- Read the message: it names the row and column that failed. An import stops at the first bad row and imports nothing.
- Product was not found: the product handle or ID does not match a product in this store. If you added products recently, run Synchronize products in Product management.
- We couldn't find a rating column: the file needs rating, review text and product columns. Check you exported reviews, not products.
- Already been imported: that exact file was imported before.
Plans and settings
"Upgrade to Awesome to enable this setting"
That setting is part of the Awesome plan. See Plans and billing. Settings you saved before are kept.
I cannot answer questions
Answering questions needs Awesome. On Forever Free, questions stay visible and you can export them.
A coupon was not sent
Check the conditions in Send a coupon: a published product review, coupons enabled, the product's coupon badge on, and a reviewer email.
Analytics
Revenue from Sofcy shows $0
Revenue counts only orders placed after a customer clicked a review request link, with the app embed on. It takes requests going out and customers coming back to buy. See How an order is counted.