Reviews
Part of Review software for UK marketplace sellers, what tools do and how to choose
Review software for UK marketplace sellers, what tools do and how to choose
Review software for UK marketplace sellers: what the tools cover, how Amazon and eBay rules apply, billing units to check, and a short selection sequence.
What to take away
- Review software for UK marketplace sellers covers asking, monitoring and replying.
- Amazon-first tools include FeedbackWhiz, FeedbackFive and Feedback Genius.
- Multi-channel helpdesks include eDesk, Gorgias, Zendesk and Freshdesk.
- Monitoring services include ReviewTrackers and Reviews.io.
- Check the billing unitorder volume, email volume or seat.
What review software actually covers
The category covers three jobs: asking buyers for feedback, collecting public reviews into one queue, and giving someone somewhere to answer them. Many tools handle one well and the others thinly.
Three jobs of review software
Asking
- Amazon
- Timing only
- eBay
- Buyer-led
- Etsy
- Limited
Monitoring
- Amazon
- One queue
- eBay
- One queue
- Etsy
- One queue
Replies
- Amazon
- Owner needed
- eBay
- Revision cases
- Etsy
- Tone rule
The asking side is the most constrained. Amazon sellers use the marketplace's own request function, so a tool can time the trigger and personalise the wrapper, but not add a second ask. eBay feedback is voluntary and buyer-led.
Monitoring is the quieter win. Sellers trade across several venues, and the list of online marketplaces keeps growing, so one queue for Amazon, eBay and Etsy feedback beats three dashboards.
Replies are customer service work and need an owner, a tone and an escalation rule. A reply that names the cause and the fix gives the buyer a reason to revise feedback; a template apology does not.
Where the marketplace rules bite
Amazon prohibits incentives and requests that press for positive reviews only, and limits buyer contact to order matters. Its own request button is the safe route; the wording you add is still your responsibility.
Marketplace and legal rules to check
- Amazonno incentives, order matters only
- eBayvoluntary feedback, revision in defined cases
- DMCC Act 2024fake reviews are unfair practices
- PECRreview request emails need soft opt-in
- Check current policy before automating
eBay works differently. Buyers leave feedback voluntarily, sellers can ask for a revision in defined cases, and eBay removes some feedback itself. Check the current policy before automating, because the limits move.
UK law sits behind both. The Digital Markets, Competition and Consumers Act 2024 puts fake and incentivised reviews inside the unfair commercial practices regime, which the CMA enforces.
Data protection applies too. A review request emailed to a past buyer counts as marketing, and the soft opt-in under the Privacy and Electronic Communications Regulations covers existing customers only.
Comparing named tools
The table names tools to check against your marketplace mix. Check current pricing and support before you sign up, because plans change.
Best fit
- FeedbackWhiz
- Amazon-first sellers
- FeedbackFive by eComEngine
- Amazon-only sellers
- Feedback Genius by SellerLabs
- Amazon sellers testing automation
- eDesk
- Multi-marketplace sellers
- ReviewTrackers
- Brands watching public review sites
What it does
- FeedbackWhiz
- Sends feedback and review requests, monitors reviews
- FeedbackFive by eComEngine
- Automates buyer requests and tracks feedback
- Feedback Genius by SellerLabs
- Sends request emails and review alerts
- eDesk
- Helpdesk for Amazon, eBay, Etsy and website messages
- ReviewTrackers
- Alerts on Google, Trustpilot and similar sites
Billing model and limit
- FeedbackWhiz
- Tiered by monthly email volume; Amazon focus
- FeedbackFive by eComEngine
- Tiered by monthly order volume; no eBay sending
- Feedback Genius by SellerLabs
- Tiered by monthly emails; Amazon only
- eDesk
- Per agent; review replies need a queue owner
- ReviewTrackers
- Quote based; does not send Amazon requests
Pick by where your reviews live. An Amazon-first seller rarely needs a per-seat helpdesk. A seller with eBay and Etsy messages may need one.
If replies sit with a helpdesk, the platform choice carries as much weight as the review tool, and marketplace seller customer service software covers that comparison directly.
Running a short selection sequence
Run the steps in order. Any step can stop a candidate before you pay for a licence.
- List every marketplace you sell on and the review type each one allows.
- Name the person who will answer reviews, and the minutes they have each week.
- Test the reply queue on a week of real reviews, including a one-star and a refund case.
- Ask for the payable event in writingper order, per seat or per venue.
- Set a 60-day review date and count replies sent, not licences held.
Measuring reputation rather than the star average
A star average moves slowly and hides the cause. Track reviews received against requests sent, reviews answered within two working days, and negative reviews still without a reply.
Order and despatch records behind a request are the same records you keep for tax. HMRC's guidance on Making Tax Digital for VAT sets out what a digital record must hold, a fair test for review data too.
Define each measure before you buy. Marketplace seller metrics by commerce state ties a number to an eligible record, so a rating fall can be traced to a product or a week.
Common questions
Can I automate Amazon review requests?
Amazon allows one request through its own function, and tools such as FeedbackWhiz, FeedbackFive and Feedback Genius schedule that trigger. Incentives and requests for positive reviews only are prohibited, as is follow-up contact that is not about the order.
Does eBay allow feedback automation?
eBay feedback is buyer-led, so automation mostly watches for new feedback and routes it to a person. Revision requests and site removals follow eBay's current policy, which is worth reading first.
Are review tools and helpdesks the same thing?
No. A helpdesk manages private conversations, and review software manages public ones. Platforms such as eDesk, Gorgias, Zendesk and Freshdesk can do both, which is why the queue matters more than the label.
