How to set up

Find the reviews 

Go to Products → Ratings. This is your review inbox.

Use the filters at the top:

• Attention required — shows only reviews waiting to be checked. 
• Only with comments — hides plain scores, so you only see reviews with something written in them.
• Search — finds a customer name, email, order number, product name or words inside a comment.
• Product — all reviews for one product.
• Rating type — pick a specific aspect, like Fit or Sound quality

You can sort by rating value or created date by clicking those column headings. Newest first is the default.

Reviews are limited to the markets you have selected in the market picker at the top of Omnium. If a review you expect to see is missing, check that first.

Read the list

Approve a held-back review

A low score is held back until someone confirms it is genuine.

1. Filter on Attention required.
2. Open the review with Edit.
3. Read the comment and decide.
4. Switch Attention required off and click Save.

The review is now included in the product's average and count, and your webshop can show it. There is no separate "approve" button — turning the switch off is the approval.

If the review should not be published at all, delete it instead (see below).

Reply to a review

1. Open the review with Edit.
2. Scroll to Customer service reply.
3. Write your reply in the Comment field.
4. Fill in a Display name — this is what the customer sees, for example Customer service. Use something neutral rather than a personal name unless you want that shown publicly.
5. Save.

Important: the reply is not emailed to the customer. It is stored so your webshop can display it underneath the review. If the customer needs a personal answer, send it the normal way.

To remove a reply, clear the comment field and save.

Edit or delete a review

Edit lets you change the comment, the score, the rater's name, the market and the order reference. 

Delete removes the review permanently and adjusts the product's average. You will be asked to confirm.

Typical reasons to delete: obvious spam, a review of the wrong product, abusive language, or a duplicate.

Both actions need edit rights. If you cannot see the options, ask your Omnium administrator.

Add a review manually

1. Open the product (Products → Product information).
2. Find the star widget in the product view and click it.
3. Click Add rating.
4. Set the score, write the comment if the rating type allows one, and fill in the rater's name.
5. Save.

Help a customer who says the review link doesn't work

Review links never expire, and each order always has the same link. So the link in an old email still works, and you can safely resend it.

1. Find any review from that order in Products → Ratings, or search for the order number.
2. Copy the Rating link from the list.
3. Send it to the customer.

If no review exists for the order yet, ask your administrator  to generate the link 

⚠️ Treat these links as private. Anyone who has the link can see the customer's name and what they bought, and can leave reviews as that customer. Don't post them in public channels or shared documents.

Fix a product average that looks incorrect

Go to Products → Ratings, open the menu in the top corner, and choose Set ratings summary on all products.

This recalculates every product's average and count from scratch. It runs in the background and can take a while on a large catalogue — you can keep working. Refresh the product page afterwards to see the result.

Run it when:

• an average looks off by a small amount;
• you have just imported reviews from another system;
• you have approved a large batch of held-back reviews;
• a product shows reviews but the average says 0.

It is safe to run whenever you like.

Part 2 — Setting it up

What must be in place

Create the review request email

Go to Configurations → Notifications and create one of type Rating request to customer.

Set:

• When it triggers — normally when the order is shipped or completed. You can also limit it by order type and market.
• How long to wait — for example 7 days after shipping, so the customer has actually received and used the product. This must be more than zero, or the email is never sent. 

In the email body, use these placeholders:

Note that the drag-and-drop email designer is not available for review emails — these templates are edited as HTML.Products marked not ratable are left out of the email automatically. Use that flag for gift cards, freight lines, and anything else nobody should review.

Ask about specific aspects, not just an overall score

First, create the rating type. Go to Configurations → Ratings and click Create rating type:

• Key — a short internal name, for example fit. Cannot be changed later.
• Name — what you see in Omnium.
• Display name — what the customer sees in the review box.
• Display type — Stars or Slider. Cannot be changed later.
• Category — choose Product. Cannot be changed later.
• Left / Center / Right description — the labels at each end of the scale, for example Too small / True to size / Too large. Very useful with sliders.
• Sort order — controls the order in the review box.

Because key, display type and category are locked after creation, review before you save. If you get one wrong, create a new type and delete the old one — but a type cannot be deleted once it is in use.

Then attach it to products. Aspect ratings are attached through product categories, not to products one by one. Open the relevant category and add the rating type to its list of additional product ratings. Every product in that category will then be asked about that aspect.

So: Fit on your clothing categories, Sound quality on headphones, and so on.

Hold low scores back for checking

You can withhold poor reviews until someone has looked at them.

This is set in your account settings under product settings, as a threshold. Set it to 2, and every review scoring 1 or 2 is flagged Attention required and kept out of the product average until approved.

Two things to know:

• It only applies to the overall product score, not to aspect ratings.
• Nothing is deleted. Held reviews are simply invisible on the webshop until you approve them.

Alert when a review needs checking

So held-back reviews don't sit unnoticed, set up an alert:

1. Create a notification of type Verification of product rating in Configurations → Notifications. Put your customer service address in as the recipient . Use the placeholders for the score and the review comment so the team can triage from the email.

By default an alert goes out about 5 minutes after the review arrives. Note the job handles a limited number of reviews per run, so a backlog is worked through gradually rather than all at once.

Part 3 — Moving reviews from another system

If you are replacing an existing review provider, you can bring the history with you via Configurations → Import, choosing the Excel import and the entity Rating.

Each row is one review. The two columns you must include are:

• Type — write Product for a normal product review.
• ObjectId — the product id in Omnium.

Useful optional columns: score, comment, rater name, rater email, date, market, order number, and SKU.

Then, two things you must not skip:

1. Test the import on a handful of rows first. The validation step does not check ratings specifically, so mistakes are only visible in the result.
2. Run Set ratings summary on all products afterwards. Imported reviews do not update product averages by themselves, so until you do this the products will still show their old figures.