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Managing feedbacks

Note about the Managing feedbacks page of the manual

This page of the manual describes all settings that are available in the CRM » Feedback ratings menu in the Terra back end using the centralised login. The Customer feedback page of the manual and the Customer feedback chapter that describe the settings in the CMS » Customer feedback and System » Client » Settings » Feedback menus will be simultaneously available. Once the new CMS » Feedback ratings menu has completely replaced the old CMS » Customer feedback menu, the CMS » Customer feedback menu as well as the Customer feedback page of the manual will be removed.

Customer feedback is a plugin for the Ceres online store. Install this plugin to display customer reviews in the online store and reply to feedbacks. Release reviews submitted by your customers in the CMS » Feedback ratings menu. In this menu, you also reply to customer feedbacks or edit them. It is also possible to migrate existing customer reviews or delete reviews in this menu.

1. Migrating customer reviews

When switching from your old Callisto online store to the new Ceres online store, your existing customer reviews will also be available in Ceres after migrating them. To migrate existing customer reviews, proceed as follows.

Migrating existing customer reviews:

  1. Go to CMS » Feedback ratings.

  2. Click on Migrate existing feedbacks.
    → The existing feedbacks will be migrated.

Migration of existing customer reviews

During the migration process, existing customer reviews will be transferred to the new data base structure. Customer reviews will have a maximum rating of 5 in the new structure. Customer reviews using a rating scale of 10 rating points, will be converted into a maximum of 5 rating points when migrating:

  • 1 to 2 stars will be converted into 1 star

  • 3 to 4 stars will be converted into 2 stars

  • 5 to 6 stars will be converted into 3 stars

  • 7 to 8 stars will be converted into 4 stars

  • 9 to 10 stars will be converted into 5 stars

2. Searching for customer reviews

In the Filter view, you can search for customer reviews according to specific criteria. The search results will be listed in the Overview view. The overview currently displays the following information: ID, type, reference ID, title, author, date, comment, rating, replies, visibility. Learn how to edit customer reviews in the Editing customer reviews chapter.

In order to search for specific customer reviews, enter an ID in the search field or select the appropriate drop-down list settings.

Searching for customer reviews:

  1. Go to CMS » Feedback ratings.

  2. In the Filter view, enter the ID in the search field or set the filter options in the drop-down lists. Pay attention to the information given in Table 1.

  3. Click on Search.
    → The customer reviews that correspond to the search criteria entered will be displayed.

  4. Click in the line of the customer review.
    → The detail view of the customer review will open.

Table 1. Filters for customer reviews
Setting Explanation

Search

Click on Search without selecting any filter settings. This will display all customer reviews. Alternatively, limit the search results by using filters and click on Search. The customer reviews found will be listed in the overview.

Reset

Resets the filter criteria that was entered.

Feedback ID

Each customer review automatically receives a consecutive and unique ID. The ID is always a real number. 00521 or ADF8354 e.g. are invalid.

Visibility

Select ALL, Yes or No.
ALL = All customer reviews found will be listed in the overview.
Yes = Only customer reviews visible in the online store will be listed in the overview.
No = Only customer reviews not visible in the online store will be listed in the overview.

*Rating from;
*Rating to;

Select rating points to search for customer reviews with the selected rating.

From;
To

Enter a date or select a date in the calendar to search for customer reviews that were submitted within this date range.

3. Releasing customer reviews

If you do not want to release customer reviews automatically in the plugin, release them manually.

Manually releasing customer reviews:

  1. Go to CMS » Feedback ratings.

  2. Activate one or multiple customer reviews.

  3. Click on Visible to make the reviews visible.
    → Customer reviews will be displayed in the single item view.

4. Editing customer reviews

When evaluations and comments are submitted in your online store, they are also listed in the menu CMS » Feedback ratings. Here you can make feedback visible or invisible and you can edit comments if they do not meet your standards for netiquette. If you want to edit a customer review, proceed as follows.

Editing customer reviews:

  1. Go to CMS » Feedback ratings.

  2. Click on the respective customer review.
    → The customer review will open.

  3. Edit the title.

  4. Edit the review text.

  5. Save the settings.
    → The customer review will be updated in the online store.

5. Deleting customer reviews

Delete customer reviews in order to remove them from the online store. Alternatively, make customer reviews invisible.

Deleting customer reviews:

  1. Go to CMS » Feedback ratings.

  2. Activate one or multiple customer reviews.

  3. Click on Delete.
    → The Delete feedbacks window will open.

  4. Click on Ok to delete the reviews.
    → The customer reviews will be deleted.

6. Replying to customer reviews

If you want to reply to a customer review, proceed as follows.

Replying to customer reviews:

  1. Go to CMS » Feedback ratings.

  2. Click on the respective customer review.
    → The customer review will open.

  3. Click on Reply.
    → The reply field will open.

  4. Enter a reply.

  5. Save the settings.
    → The reply will be added and displayed in the online store.

6.1. Displaying replies

Display replies for your customer reviews in the detail view of a customer review.

Displaying replies:

  1. Go to CMS » Feedback ratings.

  2. Click on the respective customer review.
    → The customer review will open.

  3. Click on Feedback replies.
    → The list of replies will open.

  4. Click on a reply.
    → The reply will be displayed.

6.2. Editing replies

To edit the replies for customer reviews, proceed as follows.

Editing replies:

  1. Go to CMS » Feedback ratings.

  2. Click on the respective customer review.
    → The customer review will open.

  3. Click on Feedback replies.
    → The list of replies will open.

  4. Click on a reply.

  5. Edit the text of the reply.

  6. Save the settings.
    → The reply will be updated.

6.3. Deleting replies

Finally, it is also possible to delete replies of your customer reviews.

Deleting replies:

  1. Go to CMS » Feedback ratings.

  2. Click on the respective customer review.
    → The customer review will open.

  3. Click on Show replies.
    → The list of replies will open.

  4. Click on a reply.

  5. Click on Delete.
    → The Delete reply window will open.

  6. Click on Ok.
    → The reply will be deleted.

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