Copyrights. Copyright 2015 Yotpo Ltd. All rights reserved.

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2 Copyrights Copyright 2015 Yotpo Ltd. All rights reserved. Information in this document is subject to change without notice. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or any means electronic or mechanical, including photocopying and recording for any purpose other than the user's personal use without the written permission of Yotpo Ltd.. Yotpo Ltd.

3 Contents Introduction 4 Chapter 1: First steps in Feed View 4 Logging in to Feed View 4 Logging out 5 Returning to the View Selection Screen 5 Chapter 2: The Feed View Interface 6 Pending Reviews 6 Sorting Reviews 6 The Reviews List 7 Showing Review Details 9 Detailed Review View 9 Pictures 10 Syndication 11 Breaking Product Match 11 Notes 11 Tags 12 Filtering 13 Free Text Searching 13 Filtering by Status 13 Filtering by Blacklisting 14 Filtering by Date 15 Filtering by Custom Date 15 Filtering by Site/ Product reviews 16 Reviews with Profanities 16 Chapter 3: Moderating Reviews 17 Acting on a Review 17 Approving a Review 17 Escalating a Review 17 Rejecting a Review 18 Transferring a Review to an Administrator 18 Returning a Review to the Pending Queue 19 Commenting on Reviews 19 Adding a Comment to a Review 19 Deleting a Comment from a Review 20 Adding a Note to a Review 20

4 Keyboard Shortcuts 20 Reloading the Feed 20 Show/ hide the help menu 20 Revision History 21

5 Introduction This document describes the functionality available to Yotpo Live Moderation administrators. From logging into your Feeds View, understanding the feed view s interface and all its possibilities, additional functions on moderating reviews to very useful keyboard shortcuts. There are two views for Administrators: Feed view Moderation view - See the Yotpo Live Moderation Moderator Users Guide. Chapter 1: First steps in Feed View The feed view shows a list of reviews which you can sort and filter to focus on the key information. It can also show details of the review and perform actions. Logging in to Feed View 1. Open moderation.yotpo.com in your web browser. 2. Enter your in the field. 3. Enter your password in the Password field. 4. Click Login.

6 1. The view selection screen opens. [Optional]. Select the checkboxes of the accounts you wish to see to moderate. 2. Click Feed View. The Feed View opens. Logging out On the top right corner of the screen click To return to the log-in screen. Returning to the View Selection Screen On the top right corner of the screen, next to the logout icon click To return to the view selection screen.

7 Chapter 2: The Feed View Interface Pending Reviews The top section of the screen contains three numbers which indicate the number of pending reviews according to their time since they have been posted: Number of pending reviews more than 72 hours old. Number of pending reviews between 48 to 72 hours old. Number of pending reviews less than 48 hours old. Sorting Reviews To sort the reviews, choose one of the following from the Sort by drop-down list in the top left-hand side of the

8 Flow view : Choice Order Old items New items Low score High score The oldest reviews are shown first The newest reviews are shown first The reviews with the lowest score are shown first The reviews with the highest score are shown first If you sort by score, a second drop-down list opens allowing you to sort by review age: Choice Order Old items first New items first The oldest reviews are shown first The newest reviews are shown first The Reviews List The review header shows the following information: Field Description 1. Account [ID] The name of the Yotpo account [the review ID in the Yotpo system] 2. Submitted Date and time that the review was submitted. 3. Product name Name of the product as it appears on the site Rating (number of stars) of the review

9 5. Title Title of the review 6. Body Body content of the review 7. Actions Actions you can perform on the review 8. Status The current status of the review. See Review Statuses. 9. Notes Number of notes on the review entered by moderators or administrators 10. Tags Number of tags (actions) attached to the review, for example Pending. 11. Images Reviewers can attach images of the products to their review (3 max) 12. Reviewer name Name of the reviewer 13. Source Through which tool the review was obtained (widget, MAP, reminder, etc) 14. Product SKU The SKU (stock-keeping unit) of the product

10 Showing Review Details To obtain more details from the reviewer, actions taken on the review, images added to the review, notes and more. Explained in detail below. In order to display the Detail Review View: Click the icon column. located in the Account ID Detailed Review View The Detailed Review view shows the following: Field Description 1. Reviewer The of the reviewer 2. Order ID Identification parameter of order 3. Product Link The name of the product as it appears on the site. Clicking the link opens the product page. 4. Pictures* In case the reviewer has uploaded pictures they will show here with a ticker option if to show them or not. 5. Comment Shows the comment that has been made on the review Allows you to make a comment on the review. The comment can be: Private the reviewer receives your comments in a personal . Public the comment is posted in the Reviews Widget. 6. Notes Shows notes that have been made on the review. Allows you to make a note on the review for internal use.

11 7. Tags A detailed history of actions performed on the review. Pictures Reviewers have the option to upload and add up to 3 images with their review. The images will be display in the Detailed Review View. To make pictures public: The review needs to be approved in order to also publish pictures Select the pictures that will be published by checking the left corner box on each one The chosen pictures are shown within the Reviews Widget.

12 Syndication Reviews on syndicated products will be shown in the drop down Detailed Review View with the option to break the product match. The details shown are the Source App Key, the Domain and the Product link. Breaking Product Match In order to break a product match within a syndicated review click on A pop up will show in order to choose to continue and Break Connection or Cancel click on This would disassociate the two products and unpublish all reviews that have been syndicated using this product match. Notes Once a note has been added to a review it will display the following:

13 Field Description 1. Content The content of the note 2. Initiator name The name of the use who wrote the note 3. Initiator The of the user who wrote the note 4. Initiator role The role of the user who wrote the note 5. Time The date and time the note was written Tags When an action has taken place on a review the following details can be displayed: Field Description 1. Content Approved Admined Escalated Pended Rejected 2. Reason The reason for the action chosen from the appropriate drop-down list. 3. Initiator name The name of the user who performed the action. 4. Initiator The of the user who performed the action. 5. Initiator role The role of the user who performed the action, for example, admin. 6. Time The date and time of the action.

14 Filtering You can filter the reviews according to several criteria to focus on the most significant reviews. The criteria selected is cumulative. The multiple filtering options are located in the top bar next to the sorting reviews option. Free Text Searching To search for specific text that appears in any one of the fields: 1. Enter the text in the Search box 2. Click The reviews that match the search criteria are displayed. Note: The free text search returns results according to any filters you select. If you select no filters, the results apply to any relevant reviews from the past 30 days. To clear the search words click (located next to the search icon) The search box is cleared. Filtering by Status There are 6 different status that can be switch ON or OFF in order to see only reviews within that status being displayed. Multiple status can be selected at the same time 1. To switch On or Off just click on them and it will slide to the right or left respectively.

15 2. When the status is on will appeared with the respectively color and when it s off it will show without color. Approved Pending Admin Escalated Rejected Syndicated Show or hide reviews that are approved. Show or hide reviews that are Pending. Show or hide reviews that are sent to an administrator. Show or hide reviews that are escalated. Show or hide reviews that are rejected. Show or hide reviews that are syndicated Filtering by Blacklisting To show or hide blacklisted reviews (reviews that have profanities), choose one of the following from the drop-down list in the Filtering section of the Flow view: Show Blacklisted Hide Blacklisted Show only Blacklisted Show all reviews, including blacklisted reviews. Hide blacklisted reviews. Show only blacklisted reviews.

16 Filtering by Date To filter by date, choose one of the following from the drop-down list in the Filtering section of the Flow view: Last 30 days Last 7 days Last 24 hours Custom dates Show reviews from the last 30 days Show reviews from the last seven days Show reviews from the last 24 hours Show reviews from between the dates you select Filtering by Custom Date 1. Select the start and end dates in the respective fields. You can write the dates or choose from the calendars an specific date, today or to clear. 2. Click in the check sign on the right.

17 Filtering by Site/ Product reviews Next to the Date Filter there is a drop-down list where it filters the reviews between Site Reviews Only, Product Reviews Only or Show all. It will apply respectively. Reviews with Profanities Profanities are highlighted in yellow. Reviews with profanities are not automatically published; you can publish them using the Approve button. Yotpo uses a basic list of profanities which your system administrator can modify. This list is not part of the Yotpo Live Moderation System. In order to display reviews that the system has rejected, first turn on the status and then choose

18 Chapter 3: Moderating Reviews Acting on a Review You can perform the following actions on reviews in the Feed view by clicking a button: Action Click Approve the review and publish in the Reviews Widget. Note: You can approve rejected reviews. If approve a rejected review, the review is added to the Reviews Widget. Transfer the review to the administrator queue. Return the review to the pending queue. Escalate the review to the store. Reject the review. Note: You can reject an approved reviews. If reject an approved review, the review is removed from the Reviews Widget. Note : Only actions you can perform are shown. Approving a Review To approve a review: Click The review is approved for publication and appears in the Reviews Widget. The review is tagged as Escalating a Review To escalate the review to an expert for handling: Click Select the reason for escalation from the list.

19 The review is updated in the feed Rejecting a Review To reject the review: Click Select the reason from the drop-down list The review is updated in the feed The review is rejected for publication and is not shown in the Reviews Widget or removed from there if it has been approved previously. Transferring a Review to an Administrator To transfer the review to an administrator for handling: Click The review is transferred to an administrator. The review is updated in the feed

20 Returning a Review to the Pending Queue To return a review to pending queue: Click The review is returned to the pending queue. The review is updated in the feed Commenting on Reviews To add or delete a comment to a review: Click in the Account column. The detailed view opens Adding a Comment to a Review 1. Enter the comment in the Comment field To make the comment public, select the Public checkbox Note : If you make the comment public, the review is automatically approved and published. 2. Click The comment is added.

21 Deleting a Comment from a Review 1. Click next to the Comment field, on the right side of the Public Check. The comment is deleted Adding a Note to a Review 1. Enter the note in the Note field. 2. Click The note is added. Keyboard Shortcuts You can use the following keyboard shortcuts to navigate the feed: Action Keys Reload the feed Show/ hide this help menu Enter shift +? Reloading the Feed Type The feed is reloaded Show/ hide the help menu Type + The following help menu will be displayed

22 Revision History Version Date Changes 1 02/04/2015 First version of document. 2 02/12/2015 Minor edits Addition of second sort option 3 16/08/2017 Adding images of yotpo tools Updating the new tools (images) Editing and adding content