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Editing my response to a review as a merchant

When i made a spelling error etc. Now you have made this very difficult. 

  • Tracey Morgan
  • Dec 6 2016
  • Shipped
  • Jun 27, 2019

    Admin Response

    When responding to customer feedback, you now have 30 seconds to cancel your response before it's sent to the customer and published, allowing the opportunity to create a replacement response.

  • Attach files
  • corrine lee commented
    February 17, 2017 10:12

    Totally agree here, i cant amend a response at all. 


  • Tracy Wilkinson commented
    May 24, 2017 09:11

    Totally agree...this is something that is a huge issue for us merchants, can we please have the edit response function back asap?

  • Louise Williams commented
    August 07, 2017 11:56

    Agreed ! 

  • Damian Croft commented
    June 20, 2018 13:02

    completely agree

  • Damian Croft commented
    June 26, 2018 11:52

    It’s not just small errors that need correcting. Unfortunately, the new predictive textarea has a mind of its own and creates its own mistakes.

    From memory, in the previous version, there used to be a little javascript text editor attached to this field which allowed you to add hyperlinks to your reply. This has now been removed. Also the text box is small - all of which inhibits a long, detailed reply.

    I have usually used a text editor (note: text editor and not Word, or such like) to write my responses, which I have then pasted into the textarea. This allows me to recycle a few stock phrases, check links, spelling etc etc - all before I paste into the box.

    However, pasting text into the new textarea does not work. It duplicates the text and edits out any html tags (probably deliberately, but if so, why?). It also has other unpredictable behaviour (it seems as if it has not been tested properly).

    The result is that it is very easy to make errors - which are then impossible to edit.

  • Patricia Mullane commented
    June 26, 2018 13:07

    Why would you think its a good idea not to have an edit facility available? 

  • Admin
    Tanja Ehrhardt commented
    June 26, 2018 15:11

    Hi Patricia,

    I am assuming your comment is in response to my post earlier. 

     I am just trying to figure out in what scenarios you would need to edit the review. Perhaps we can build in some safeguards to make it less error prone? Would you have some examples for us ? 

    Thank you


  • Ellen crowley commented
    June 26, 2018 15:17

    I agree- i work with multiple brands and sometimes i sign them off with the wrong brand or make simple typing errors. It would save so much time having to contact my account manager to edit such simple things!

  • Patricia Mullane commented
    June 27, 2018 14:59

    I’m afraid we are up to our eyes and I don’t have time to list examples.

    The only thing I would add is that it would seem to me, and others, that an editing function is
    an elementary requirement where one is posting publically.

  • Admin
    Tanja Ehrhardt commented
    June 27, 2018 16:01

    Hi Patricia

    That is a fair point. We are looking into this so I'll post an update when we have made more progress on this. 

  • Tracey Morgan commented
    August 15, 2018 12:52

    "An editing function is an elementary requirement where one is posting publically publicly" - posted by Patricia Mullane - Clearly a typo/ spelling mistake was made here, re-enforcing this very point!.

  • Admin
    Tanja Ehrhardt commented
    August 15, 2018 12:56

    Hi Tracey

    We are planning on making an improvement to this - I will post an update here soon, when I know more on timescales on when this will be released. 

  • rebeccah Gatt commented
    October 17, 2018 08:18

    I cannot wait for this

    Along with the edit function. would it give the option of delete? e.g someone loaded the same response twice. response loaded to the wrong review, and you need time to look into a purchase before responding to that review.
    These are just some examples I can think of.

    I look forward to the edit function.
    yesterday I forgot the word "not" and it changed my entire response to be negative over positive. I had to create a second response to clarify. This doesn't look good as a public company response.

  • Guest commented
    28 Jun 08:52

    It's good to see this has been altered, so thanks for listening, but the 30-second time limit seems too restrictive - what if a user doesn't notice their typo until a minute later?

    Is there a reason for not allowing merchants to have access to a 'proper' edit function?

    As somebody else said, when these responses are made in public, an edit option feels like a fundamental part of publishing replies.

  • Guest commented
    01 Jul 09:25

    Happy to see that the feedback has been taken on board but 30 seconds isn't long enough.

  • Admin
    Neil Terry commented
    02 Jul 08:01

    Thanks Natalie. We are monitoring feedback and will be looking at how users engage with the capability to see how we can fine tune it moving forwards.

  • Guest commented
    02 Jul 08:02



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  • Tara Covell commented
    02 Jul 08:58

    It's great now that there is an editing feature however why limit it to 30 seconds? No other platform includes a time constraint on editing posts, replies etc and just seems a bit odd to do so.

  • Sally Carty commented
    02 Jul 11:51

    can you edit it? I thought I was going to be able to edit my message yesterday, instead the whole thing got removed