Product reviews
Hilal pulls product reviews from Amazon’s catalog API and surfaces them in one place — across every SKU, every marketplace. You can see new reviews as they land, sort by rating, respond to those that allow it, and flag suspicious ones.
In this guide:
- Open the reviews list
- Filter by rating, sentiment, marketplace, SKU
- Respond to a review
- Flag a review
Step 1: Open the reviews list
Go to Customer Hub → Reviews in the sidebar.
The default view shows the most recent reviews across your catalog, with rating, SKU, sentiment label (positive / neutral / negative), and a snippet of the review text.
Step 2: Filter
Filters across the top:
| Filter | Use when |
|---|---|
| Rating | Show only 1- and 2-star reviews to triage problems. |
| Sentiment | Hilal’s NLP-derived label, useful when the rating doesn’t match the tone (e.g., 5-star with a complaint). |
| Marketplace | Drill into one region. |
| SKU | Reviews for a specific product. |
| Date range | The window. |
Step 3: Respond to a review
Reviews on Amazon allow seller responses only if you have a Brand-Registry-approved seller profile in that marketplace. Hilal checks per review and shows or hides the Reply button accordingly.
Click Reply on an eligible review. Hilal opens a draft response. Compose a reply (Amazon enforces a length limit and prohibits promotional content). Click Send. Hilal posts via Amazon’s reply API.
Step 4: Flag a review
If a review violates Amazon’s policy (profanity, false claims, competitor sabotage), click Flag → pick a reason → submit. Hilal forwards the flag to Amazon. Tracking-wise:
- The flagged review stays visible in your Hilal list with a Flagged badge.
- Amazon’s review of the flag can take 7–14 days.
- If Amazon removes the review, Hilal updates the entry with Removed.
Troubleshooting
- Sentiment doesn’t match rating. That’s the value of the sentiment label — focus on the negative-sentiment items, not just the low ratings.
- Reply button missing. Either you’re not Brand Registered in that marketplace, or you’ve already replied (one reply per review on Amazon).
- A review I expected isn’t here. Amazon’s review feed lags by ~24 hours. Refresh the next day.