Yotpo Reference Guide


Table of contents:

  • General Information
    • Overview
    • Approving Images 
    • Instructing clients on how to navigate the reviews page
    • How to block reviews from clients 
    • Filters and Advanced Filters
  • Positive reviews
  • Mixed reviews
  • Negative reviews
  • Team shout out reviews
  • Additional Tips

General information

Yotpo is the platform we use to collect, manage, and moderate customer reviews across our websites. It serves as a centralized tool for monitoring client feedback, approving review content (including photos), and ensuring that what appears publicly reflects accurate, helpful, and relevant information for future customers. Within Yotpo, the team is responsible for reviewing submissions, applying filters to find specific feedback, and taking appropriate action based on the type of review, whether that’s approving, responding, or escalating internally.


Overview: 

When logging into Yotpo, make sure the correct website is selected. If you are looking for a review, question, or setting, it may not appear if you are on the wrong site. During moderation checks, all sites should be reviewed. You can switch between sites using the dropdown menu in the top right corner.


Yotpo uses 2-factor authentication to sign in. Sometimes the code can take a few minutes to arrive. If you have waited more than 5 minutes and still have not received it, select the email code option again to resend it.





Approving Reviews With Photos- 

If a client submits photos with their review, the photos must be reviewed and approved by selecting the check box on each image in order to appear on the website. If the photo is not approved, the review text can still go live, but the image will not show. 


To find reviews with photos:

Go to Reviews > Moderation > Filters.

Under Media, select Photos.

This will pull up reviews that include submitted images.

From there, look for reviews where the photo has not yet been approved.


Important note: Only approve photos that are useful and relevant. If a client submits duplicate photos, low-quality images, or photos that do not clearly show our product, only approve the best ones.











Instructing clients on navigating the reviews -


There are two main places clients can be directed if they want to see our booths in action.


First is the Customer Reviews section, which can be found at the bottom of our site under the Information section. 


By default, reviews are sorted by newest first and don't prioritize reviews with images. If a client wants to see photos of booths, guide them to use the With Media filter to view reviews that include images.


Clients also have the ability to review reviews on the product pages directly underneath the product detail section. 


How to block reviews from clients

If a client is leaving false claims, or if we believe they may leave a negative review related to an issue outside of our control or that has already been resolved, their email can be added to the blocklist so their review will not post on the site.


To add an email to the blocklist:

Go to Emails > Email Settings > Blocklist.

Add the client’s email address there.



Filters/Advanced Filters:

Yotpo’s search function is fairly straight forward, however the correct ‘post’ type will need to be enabled depending on what you’re looking for.

Use filters and advanced filters when searching for:

  • reviews mentioning a specific team member
  • reviews for a specific product

  • reviews from a specific client



Positive reviews:


Positive reviews do not also require a response, but we can leave a comment if a client has provided great feedback or a review that seems to go above and beyond to acknowledge that we see and appreciate their feedback. 


For team shout out specific reviews, please refer to the Team shout out review section for the next steps. 


Positive review - examples:




Mixed reviews:


Some mixed reviews are simply feedback and not necessarily a complaint or claim. Read these carefully before responding.

If the client is only sharing suggestions or minor feedback and does not seem to need help, the response can stay positive while acknowledging their comments and letting them know the feedback will be passed along.

It is still a good idea to include our contact email in case they do need support.

Before responding, check the client’s profile to see whether they have already submitted a claim or contacted us about the issue.

Mixed review - examples:




Thank you for reaching out to us. We appreciate your feedback! Always ensure that the Economy Retractable Banner isn't retracted out too far as there can be issues if it's pulled out past the standard point, and be sure to slowly retract it back in once you are done with it to avoid any issues with the mechanism inside.


If you do experience any retracting issues, we would be happy to review that for you. Please reach out to us at support@backdrop.com for further assistance.



Thank you for your feedback! We do not recommend storing anything top heavy on the top as the hard case podium is designed to be lightweight and portable while providing some additional storage at the event. 


If you are looking for some shelving solutions to store heavier items, we’d recommend our QuickZip - Merchandiser 


Reach out to us if you have any additional questions at info@backdrop.com and we’d be happy to help! 




Negative reviews: 


Negative reviews should be reviewed carefully before taking action.

If the issue described is clearly due to client error, and has already been addressed through our regular channels, the review can be rejected.

Before rejecting a review, check whether it includes any positive comments or whether the issue sounds fixable. If it does, it is better to respond instead of rejecting it.

For negative reviews that seem fixable:

  • thank the client for their feedback
  • acknowledge the issue
  • direct them to contact support for assistance

Use good judgment and make sure the response matches the situation.

Negative review - examples:



Team shout out reviews: 


We track team member shout outs on the contact record in HubSpot.

When a client leaves a review that mentions a team member by name:

  1. Share the review in the #team-kudos Slack channel.
  2. Update the feedback on the contact record in HubSpot by going to “view all properties” to search for the Yotpo Feedback property if it is not already in your quick view. 

Team shout out review - examples: 

Additional Tips and Information 


On-Site Widgets

Do not adjust on-site widgets without first checking with a manager. This page should generally not be changed, but widgets and site pages can be updated depending on what we want to feature. Certain filters can also be turned on or off based on what we want clients to see.


Including Links in Responses

There isn’t a way to hyperlink information for them to ‘click here’ like we do via email. If you’re providing a link to the client to recommend an alternate product, please create brackets before and after the link to ensure the client isn’t including any incorrect information so it links to the correct page.


Example: 

To review our hard case care page, please review the page here: (https://www.displayoverstock.com/portable-hard-case-care/). 



Overall, Yotpo plays a key role in both our customer experience and brand perception. It allows us to highlight positive feedback, address concerns, and guide potential clients by showcasing real examples of our products in use. By consistently moderating and engaging with reviews, we not only maintain the quality of what’s displayed on our site but also create opportunities to reinforce trust, support clients, and recognize internal team contributions.

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