How to dispute or reply to app reviews

Follow

App Reviews are a great way for customers to feedback on how much they love to use their app. It can also sometimes be used to share their frustrations in a public forum. At Poq we are constantly monitoring app reviews to see what improvements we can make on our side to ensure customers love to use their app. 

Sometimes, users will give bad app reviews that have nothing to do with the app itself (e.g. delivery was late, damaged product etc). These types of reviews can be disputed and removed from the app store.  Some reviews show that the customer has misunderstood how the app works and may need some guidance. (e.g. can’t see where to log in or where their loyalty points are), you can also directly reply to these reviews as part of your customer service.

For iOS

To dispute a review:

  1. Find the app in iTunes desktop application (important: will not work on web or App Store app) AppReviews1.png
  2. Click Ratings & Reviews (All Versions for longer list)

    AppReviews2.png

  3. If there is a review that is not helpful or relevant to the app, click 'No'AppReviews3.png

  4. Then Click “report a concern” and select the most relevant categoryAppReview4.png

  5. Enter a descriptive comment to improve chances of removal and submit.  AppReviews5.png

To reply to a review:

You can also reply to reviews by singing into your iTunes Connect account and going to My Apps on the homepage.

Screenshot_2017-07-13_12.03.07.png

1. In the toolbar, click Activity

2. On the left column, click on Ratings & Reviews

3. You can filter the list by using the pop-up menus (e.g. filter by Current Version or Territory)

4. To reply, click on 'Reply' next to the review (please note, if the Reply button does not appear, you may not have the Legal, Admin, App Manager or Marketer role.)

 

For Android

To dispute a review:

You can also dispute reviews in the Google Playstore by signing into your Play Console and selecting the app.

Example of a review to be reported/disputed as it does not relate to the app:

Screenshot_2017-07-13_12.39.09.png

1. On the left-hand side, select User Feedback and then Reviews

2. When you find the review you would like to dispute, select the Flag (  ) icon 

3. Click 'Submit' to report the review.

Screenshot_2017-07-13_12.35.41.png

To reply to a review:

You can also reply to reviews, for example, if users cannot find a section or are using the app incorrectly, for example:

Screenshot_2017-07-13_12.40.00.png

1. Sign into the Play Console and select your app

2. On the left-hand side, click on User Feedback and then go to Reviews

3. On the review, there is a text box with a 'Reply to this review' text field where you can type your response and then select 'Publish Reply'

Once you have replied, a notification will be sent to the user to let them know their review has been responded to. The email notification will include:

  • Name of your app
  • Date of the user's review
  • User's rating & review of your app
  • The text of your response
  • Link to contact you by email (using the contact email address listed on your app’s Store Listing page)

 

NB: If you use the Poq account for iTunes or Google Play, please monitor the reviews and notify us if you would like to respond or dispute. 

 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments