Reviews

Guests rate their orders and bookings on Selflane, and those reviews shape whether new customers order from you. The Review screen shows every review from the year you pick, so you can reply and look up the order behind a complaint.

Open Customers > Review in the Back Office . The Reviews count on the Dashboard links here too.

These are reviews left on Selflane. Google reviews are separate. See Reply to Google reviews.

Where reviews come from

Guests review an order or a table booking from its order details on selflane.com or in the Selflane app. Your restaurant website has no review form. Each guest can review an order or booking once, and can edit their review later.

Reviews with 4 or 5 stars appear on your public Selflane page. Reviews with 1 to 3 stars are hidden from the public. You still see them on this screen, so you can follow up with the guest. If a guest edits their rating, the review shows or hides to match the new rating.

Pick a year

The year button at the top sets which reviews and feedback you see. It starts on the current year. Click it to pick one of the last four years, or click More… to go back as far as 2016.

The screen loads up to the 100 newest reviews from that year.

Read reviews

Reviews are listed newest first, five per page. Use the page numbers below the list to see more.

Each review shows:

The review title
The guest’s name
The date of the review
The review text
Your reply, with the date you replied, if you’ve replied
The star rating, from 1 to 5

Every review has a thumbs-up button with a count of likes. Click it to like the review, or click again to remove your like.

Reply to a review

Click Reply under the review.
Write your reply in Content. It can be up to 5,000 characters.
Click Save.

Your reply appears under the review on your public Selflane page. Replies to hidden reviews (1 to 3 stars) stay hidden with the review.

To change a reply, click Reply again. The form opens with your current reply. Your edit replaces it, and the reply date updates.

The guest doesn’t get an email or notification when you reply.

Keep replies short and professional. Anyone who visits your Selflane page can read them.

Open the order behind a review

Click Order under a review to open the order details. Check what the guest ordered before you reply.

Order does nothing for a review of a table booking, because there’s no order to show.

Read feedback

The Feedbacks card above the reviews shows written feedback recorded for your restaurant in the selected year. The card only appears when there’s feedback that year.

Each feedback card shows:

The guest’s email, or Anonymous if there’s no email
The date and time
The feedback text

When there’s an email, click the envelope icon to write to the guest from your email app.

Block a customer

The Blocked Users card at the bottom of the screen stops specific customers from ordering online or booking with you. Add a customer by email or phone, with a reason. See Blocked Users.

Operating tips

Check weekly. Low-star reviews don’t show publicly, so this screen is the only place you’ll see them.
Address specifics. Mention the dish or the visit detail the guest wrote about.
Don’t argue. If a review is wrong, state your side once and stop.
Look for patterns. If several reviews mention the same problem, such as slow Pick Up or a wrong item, fix the cause in the kitchen or at the counter.

Who can use this screen

Managers and owners can open the Review screen and reply to reviews.