How do I reply publicly to a customer's review?

Go to Marketing → Reviews and Ratings. Use the status filter and product picker to find the review.

1. Type your response in the Reply to this review (optional) box under the review.
2. Click Reply.

Your reply is shown under the review on the product page, as long as Show store replies is ticked. To check, click Settings at the top of the reviews page, then click Save settings after any change.

You can edit a reply later by changing the text and clicking Reply again.