For Sellers and shops
Replying to reviews and answering buyer questions
See buyers' reviews and questions for your shop's products, then reply or answer once so prospective buyers see a shop that cares. Needs the Reply to buyer chats permission.
Updated · Orders and delivery
https://satupack.com/en/bantuan/balas-ulasan
The Seller Center and the apps are shown in Indonesian. Menu and button names in bold are the exact labels you will see, with the English meaning in brackets where it helps.
Steps
Open Seller Center > Sales > Reviews and Q&A.
Choose Not replied yet to focus on reviews waiting for an answer. Buyer names are masked.
Press Reply, write 2 to 500 characters, then Send reply.
The reply appears publicly under the review on the product page. A review can be answered only once.
In the Buyer questions card press Answer on a prospective buyer's question (stock, size, delivery). The answer appears publicly in the Q&A tab and the buyer is notified in the Notification center. A question can be answered only once.
Tips
- Answer politely and briefly, even for low-star reviews: offer a solution or invite the buyer to contact you by chat.
- Reviews that break the rules (rude words, ads, personal data) can be reported to Customer Care to be hidden by an admin.
Common questions
Why is the Reviews and Q&A menu missing?
This menu needs the Reply to buyer chats permission. The shop owner always has it; team members need it in User Access.
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Related guides
- Writing and reading reviewsGive stars, a comment, and photos for the product and shop after the goods arrive, then read other buyers' reviews with star and photo filters before buying.
- Shop score and badgesA 0 to 100 score showing how trustworthy your shop is, built from completed orders, returns, and response time; buyers only see the badge, never the number.
- Setting free shipping for the shop courierSet an order amount so buyers delivered by the shop courier pay no shipping. The shop absorbs it; it shows on the product page and checkout and can be turned off anytime.
- Sales Order: accepting and rejecting ordersAll incoming orders are in Sales Order; accept or reject, and answer buyers' cancellation requests.
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