Replying to customer reviews in Hub

Create memorable customer experiences in Hub. Act on feedback, reply or add customer credit, in response to your reviews

With the Hub 'Ratings and Reviews' section, you can thank customers for their reviews, as well as respond to and learn from them, based on their order experiences.

Customers receive your replies, and any credit offered via email.

How to reply to your reviews

• Log in to Hub
• Go to the 'Ratings and Reviews' section
• Click on the ‘Reply’ box for the review you wish to reply to
• Before writing a reply, make sure you read the guidelines below

Click ‘Send’. We'll check your reply and send it to the customer - once sent, you'll see the status change from 'reply being checked' to 'reply sent'.

How to reply to your reviews with customer credit

• Log in to Hub
• Go to the 'Ratings and Reviews' section
• Click on the ‘Reply’ box for the review you wish to reply to
• Before writing a reply, make sure you read the below guidelines
• Tick "Add credit for their next order"
• Select an amount from the dropdown
• Click ‘Send...’ - and the reply will be sent to your customer via email.

When you send a customer credit, they have a maximum of 30 days to use that credit to order from you.

Guidelines for replying to reviews

When you’re replying to a customer, make sure you’re always:

Professional

Even though other customers can’t see your reply, it’s important to be polite to your reviewer. If they’re unhappy with your reply they might not want to order from you again.

Honest

If you or one of your team made a genuine mistake, apologizing in your reply will help the customer feel they’ve been listened to.

Specific

Rather than sending a generic reply, addressing the customer’s specific feedback makes the reply feel personal – whether it’s that their portion wasn’t big enough, for example, or their food didn’t taste the way they hoped it would.

We may remove replies which include:

Bad language

We automatically screen out replies which include swear words.

A strongly defensive or angry tone

Even if you feel the customer has been dishonest in their review, accusing them won’t resolve the situation. Always address the feedback constructively.

Encouragement to use another platform

We reserve the right to remove replies that ask the customer to place future orders through another delivery company, or direct, instead of through Deliveroo.

Language preferences

Where possible, it's preferable to reply to the customer's review in the same language that the customer used for their review.

Frequently asked questions

What happens if my reply breaches these guidelines?

All replies are moderated, if there’s a breach of the guidelines your reply won’t be sent. You can check the status of your reply in the review.

Why can't I see the reply button?

You can check your user settings in the 'Team' section.

Only users that have 'replying to reviews' enabled can reply to customer reviews. Some users will also have the ability to give credit to customers.

Try logging in and out of Hub and check with your admin user if you are not the account owner.

My reply wasn’t approved, can I send my reply again?

Yes, you can amend your reply and submit it again. Keep in mind that, once your reply has been sent to the customer you cannot edit it.

If your reply is rejected and you sent credit, the credit will not be sent and you will not be charged.

Is there a reply character limit?

No, we do believe that addressing the customer’s specific feedback makes the reply feel personal.

Can I change my review response once it has been sent to the customer?

This is not possible.

How many days after receiving a review can I leave a reply?

You have 30 days to respond, we recommend replying as soon as possible after receiving the review, while the experience is still fresh in the mind of the customer.

How will customer credit appear on my invoice?

You will find a total of customer credit that has been redeemed in 'Invoices'.

Any credit that you send a customer will appear on your invoice as ‘Restaurant funded voucher promotion’.

Can the customer reply to my reply?

No, the customer can only read your reply.