Managing reviews in Zaapi

What are Reviews?

Reviews in Zaapi are product reviews left by buyers on your Shopee and Lazada listings. Zaapi pulls them into a dedicated Reviews view so you can read, reply, and follow up on every review without leaving Zaapi.

Reviews are separate from Tickets and Comments — they are public, attached to a product (not a customer Conversation), and are subject to platform-specific reply rules and time windows.

Viewing Shopee Reviews

Go to Reviews → Shopee to see every review across every connected Shopee shop. Each review shows:

• Star rating (1–5)

• Review text and any photos or videos the buyer attached

• Product name and image

• Buyer name (or anonymised handle, depending on Shopee settings)

• Date the review was posted

• Reply field

Filtering by rating, product, date

Click Filter at the top of the Reviews list to narrow by:

• Rating — 1 to 5 stars

• Product — one or more products from your shop

• Shop — if you have multiple Shopee shops connected

• Date — when the review was posted

• Reply status — replied or not yet replied

Replying to a Shopee Review

1. Open the review.

2. Type your reply in the reply field below the review.

3. Click Reply.

Your reply is posted publicly under the review on Shopee.

Note: Shopee restricts how many times you can reply to a single review and how long after posting you can reply — see Why can't I reply to some reviews? below.

Marking a Review as Follow-up

If a review needs further action — for example, contacting the customer to resolve an issue — flag it as Follow-up:

1. Open the review.

2. Click the Follow-up flag icon.

Filter the Reviews list by Follow-up to come back to flagged reviews later.

Viewing Lazada Reviews

Go to Reviews → Lazada to see every review across every connected Lazada shop. The interface is the same as Shopee Reviews, with the same fields and filters.

Filtering by rating, product, date

Click Filter to narrow by rating, product, shop, date, or reply status. See Filtering Shopee Reviews above — controls are identical.

Replying to a Lazada Review

1. Open the review.

2. Type your reply in the reply field.

3. Click Reply.

Your reply posts publicly on Lazada. Lazada has its own reply window and policies — see Why can't I reply to some reviews? below.

Marking a Review as Follow-up

Click the Follow-up flag icon at the top of the review. Filter the Reviews list by Follow-up to revisit it later.

Automating review replies with the Flow Builder

You can use the Flow Builder to auto-reply to reviews based on rating, sentiment, keywords, or product. Useful patterns:

• Thank-you reply for 5-star reviews — fire on Marketplace Review Added trigger when rating = 5; send a thank-you reply.

• Escalation for 1–2 star reviews — fire when rating ≤ 2; reply with an apology, mark as Follow-up, assign to a senior agent.

• Sentiment-based — use the AI Review Sentiment condition to branch on positive, negative, or neutral reviews.

To create one:

1. Go to Automations → Flow Builder.

2. Click Create flow.

3. Choose the trigger Marketplace Review Added and select the marketplace (Shopee or Lazada).

4. Add a Review Rating or AI Review Sentiment condition.

5. Add the Reply to Review action and write the reply text.

6. (Optional) Add Mark Review as Follow-up and Add Note to Review actions.

7. Save and turn the flow On.

Review reply best practices

• Reply quickly. Buyers and other shoppers see your responsiveness. Reply within 24–48 hours where possible.

• Personalise. Reference the product or the buyer's specific feedback rather than a generic "Thank you for your review."

• Acknowledge negative reviews. Apologise where appropriate, offer a path to resolution (e.g. ask them to message you privately), and avoid being defensive.

• Don't ask for review changes in public. If you want a review updated, ask the buyer to contact you privately.

• Use automation for high volume. Let the Flow Builder handle 5-star thank-yous so your team can focus on negative or detailed reviews.

Why can't I reply to some reviews? (platform limitations)

Both Shopee and Lazada restrict review replies in specific ways. Common reasons a review can't be replied to from Zaapi:

• Already replied on the native platform. If you (or someone else) already replied to the review directly on Shopee or Lazada, that reply won't appear in Zaapi, and any attempt to reply from Zaapi will fail. Both platforms allow only one reply per review.

• Buyer deleted the review. If the buyer removed their review, replies are no longer possible.

• Shop disconnected. If your Shopee or Lazada shop is disconnected from Zaapi, replies will fail. Reconnect the shop in Settings → Integrations.

• Platform-side moderation. Occasionally a review is being moderated by the platform and is temporarily not actionable.

A few important notes about Reviews in Zaapi:

• Editing or deleting a reply is not supported in Zaapi. This isn't a Zaapi limitation — Shopee and Lazada don't allow it on their native platforms either, so once a reply is posted it's permanent.

• Only the last 7 days of reviews are imported when you first connect a shop. From that point onwards, all new reviews appear in Zaapi as soon as they're posted.

• Replies posted natively don't sync into Zaapi. If a review was already replied to on Shopee or Lazada before being imported, the reply text won't show in Zaapi.