You can reply to a homeowner's review from the Reviews page in your dashboard. A reply is a good way to thank a homeowner for positive feedback, or to respond professionally to a concern.

1
Open Reviews

Log in to your account dashboard. On a computer, click on Reviews in the top bar. On a phone or in the app, tap Menu at the bottom of the screen and select Reviews.

2
Find the review

Select the Needs Reply tab to see reviews you haven't replied to yet. You can also search by the homeowner's name.

A phone showing the Reviews page with the Needs Reply tab selected, the Search by reviewer name box, and a five-star review from Marcus W. marked Needs Reply.
A phone showing the Reviews page with the Needs Reply tab selected, the Search by reviewer name box, and a five-star review from Marcus W. marked Needs Reply.
3
Open the review

Click on the review to open it and read the homeowner's feedback.

4
Write your reply

Enter your reply in the Write a reply box. If you'd like a starting point, click on Draft with AI. Once the box has text in it, the button reads Draft from notes, so you can type a few notes first and build the reply from them.

5
Check and tidy your reply

Read the draft and change anything that isn't right before you send it. Suggestions can be wrong, and the reply goes out under your business name. To tidy your own wording, click on Polish or Fix grammar.

A phone showing the reply form under Your Reply: a drafted reply in the Write a reply box, the Draft from notes button, Rewrite options Polish and Fix grammar, the note that AI suggestions can be wrong, and the Send Reply button.
A phone showing the reply form under Your Reply: a drafted reply in the Write a reply box, the Draft from notes button, Rewrite options Polish and Fix grammar, the note that AI suggestions can be wrong, and the Send Reply button.
6
Send your reply

Click on Send Reply. Your reply shows as Pending Approval until it's approved, then as Approved.

Once you've sent a reply, it can't be edited from the Reviews page, so check it carefully first. If you need a reply changed, contact us.

Featuring a Review

You can pin one review to the top of your listing and your directory cards.

1
Open the review

Open the review you want to feature from the Reviews page.

2
Set it as featured

Click on Set as featured. The review shows a Featured label in your list. To undo it, click on Remove from featured.

Responding to a Negative Review

If you receive a negative review, it's best to work directly with the homeowner to resolve the issue.

If you don't agree with the review, you can discuss the problem with the homeowner, address their concerns, and see if they're willing to update or remove their review. You can also post a reply on your listing to share your side professionally. Keep it calm and factual, as other homeowners may read it.

Need Assistance?

If you have questions, contact us at support@service.com.au or call 1300 523 787. Our team is here to help!