Reviews & complaints

Protect your reputation, resolve every complaint

Photo reviews from buyers appear on your profile. Reply to reviews publicly, filter them, and export them as CSV. Order complaints arrive complete with evidence and the customer's preferred resolution, and must be answered within 48 hours.

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Plan: Free
In the dashboard: Ulasan (Reviews) · Pesanan & Booking (Orders & Bookings)
Group: Customers & Marketing

Complaint #CX-1024Item doesn't match the orderAwaiting business

Choose the problem
Story & photo evidence
Resolution requested: exchange the item
Business responds (max. 48 hours)
Conex team reviews if there's no agreement

Illustration with sample data

What it is

Reviews & complaints

The Ulasan (Reviews) menu collects buyer ratings after orders are completed. Order complaints are the official channel for issues, complete with photo evidence, resolution options, and a response deadline.

Who it's for

Businesses whose reputation is built on reviews
Owners and admins responsible for handling complaints
Stores that want to know which products get the most complaints
Support teams that need to reply to reviews quickly

What you get

Reviews & complaints in Conex Bisnis

Reply to reviews

Respond to reviews publicly on your profile.

Filters & stats

Filter reviews and see reply stats.

CSV export

Download reviews for analysis.

Order complaints

Respond with a replacement, a partial or full refund, or decline with a reason.

48-hour limit

Unanswered complaints are escalated to the Conex team.

Warranty claims

Customers can file a claim while the warranty is valid.

Good to know

RefundsAutomatic refunds apply to online payments, coming soon. For pay-on-site orders, refunds are agreed directly.

How it works

Step by step in the dashboard

Menu names match business.conex.chat (in Indonesian).

1
Read reviews
In the Ulasan (Reviews) menu, filter by stars, photos, or replied status, or search by name, text, product, and order code.
2
Reply publicly
Write a reply that appears on your profile, then open the customer's chat from the review row if follow-up is needed.
3
Respond to complaints
Order complaints arrive complete with evidence. Offer a replacement, a partial or full refund, or decline with a reason.
4
Resolve within 48 hours
Complaints not answered within 48 hours are automatically escalated to the Conex team.
5
Review regularly
Compare your rating and reply speed over the last 30 days with the previous 30 days, then export a CSV for analysis.

Key settings

Filters & sorting: Stars, photos, reply status, and date range, sorted by newest, highest rating, or lowest rating.
Reply summary: Number of unreplied reviews, reply rate, and average reply time.
CSV export: Reviews are exported with the same filters, showing only the customer's name, without phone number or email.
Complaint resolution options: Replace the item, partial refund, full refund, or decline with a reason.

Limits & rules

Reviews: Only customers with completed orders can leave a review: one review per order, editable within 7 days, with up to 5 photos.
Complaints: Customers can open a complaint up to 7 days after the order is completed, except for warranty claims that are still valid.
Who handles them: Complaints are visible only to owners and admins; staff can't see them.
Export: CSV exports of up to 5,000 rows, limited to 30 per hour per user.
Replies: Review replies are 1–1,000 characters. Businesses can't delete reviews.

Use cases

Used across many businesses

Electronics repair

A customer complains the screen is acting up again after a repair. The technician offers a resolution through the order complaint, and every step is recorded in the order chat.

Electronics & gadget repair solutions