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Reviews and reputation

There is exactly one way a review gets into HuanHuan: one real deal, one review. A customer can review a deal once, cannot edit it afterwards, and you cannot delete it — that is precisely why the next customer trusts it. This page covers where reviews come from, what the customer sees, what you can do on the My reviews page, and where your score shows up.

Two reputation systems — keep them apart

This page is about the star reviews in the app (one per deal, shown on your storefront and in the store directory; a few of the app's own strings still call the storefront your "order page" — same page). The HuanHuan community runs a separate three-question receipt system (paid on time / as described / would work again). The community's merchant page says so in Chinese: 「客户和帮手的三问回执聚合,过双盲期才计入;与店面页的星级评价是两套。」 (receipts from customers and helpers are aggregated after a double-blind period; they are a different system from the star reviews on the storefront). The community interface is Chinese-only.

Where reviews come from

A review link is only created when a deal is recorded. The line under the 💰 Bill panel on a job card is the source: "This job is marked done and creates a sale (into the ledger) + a review link." Record a deal, pass a self-order, hand back a repair, close a cleaning job — they all end in a deal and land on the same "Deal recorded" page.

The link lives in one place only: that deal's "Deal recorded" page. You land there automatically after recording; to get back later, tap the Recorded #id chip on the job card, the "Deal #id ›" link in the ledger, or All deals (by deal) › (see Ledger and invoices).

On that page there is a green-bordered card titled 📣 Ask the customer to review this deal, with the note "Send the customer their private link — one review per deal, no edits, so it stays trustworthy." Two things inside:

What How to use it
A link box app.huanhuan.com.au/r/code Tap once to copy; you get "Copied ✓ send it to the customer"
A ready-made message "Thanks for choosing {store}😊 here is your review link for this deal — a 10-second rating means a lot to a small business like ours🙏 {link}" — tap to copy the whole thing ("Copied ✓") and paste it into WeChat

Copying is not sending

Copying only puts the link on your phone's clipboard; the app has no idea whether you sent it. So the reminder on My reviews — "N deals haven't requested a review yet" — is a memo, not a record: you have to check for yourself which ones went out. The card also only appears when the app actually generated a review link for that deal.

What the customer sees

The customer opens a clean review page: your store name on top, subtitled "Verified deal review · credibility by HuanHuan ◆". No amounts, no line items.

The form, top to bottom:

  1. Rate this service — five stars. Before tapping it says "Tap the stars to rate"; after, the label follows the count: Very poor / Okay / Decent / Satisfied / Very satisfied.
  2. Say a few words (optional, but helpful) — placeholder "e.g. on time, nothing damaged, transparent quote".
  3. Your name (masked when shown, e.g. W) — placeholder "Name / nickname". If Ms Zhang types "Zhang", the public page shows "Z".
  4. Some links add Confirm last 4 digits of phone/WeChat, with the grey note "(a match tags you as “verified customer”)". If it matches, the review carries a "Verified customer" tag on your side and a "Verified deal" tag on the storefront.
  5. Submit review. Under the button: "Can’t be edited or deleted after submitting — this keeps reviews genuine."

Messages they may run into:

Situation What the page says
Submits without picking a star "Tap the stars to rate first"
Opens the link again after reviewing No form any more — just "Thanks for your review!" with the submitted stars and comment; "This deal has already been reviewed" only appears when a duplicate submit is blocked
Taps too fast "Too many tries, please try again later"
Comment fails the content safety check "This message did not pass the content safety check and was not sent. Please rephrase and try again."
Success "Thanks for your review!" + the stars + the comment in quotes + "One deal, one review — it can’t be changed. That’s exactly what makes it trustworthy."

Reviewers are added to your Customers page with the source "Review" (alongside Manual / Self-order / Deal). The customer-side version of this is in How to book — send it to anyone who asks.

The My reviews page

Where: Me → tap your store open → the My reviews tile. On a computer it is also in the side nav's Store data block (Reports / Storefront analytics / My reviews / Self-order inbox / Edit store).

The score card at the top has two looks:

★ 4.3 / 5, with "Based on N counted reviews · shown publicly on your order page" underneath.

"Building reviews" + "Need 3 reviews to show a score publicly (now N)". Your storefront meanwhile shows "New store · building reputation" (see "Where the score shows up" below).

Under the score card you may also see a yellow reminder starting "N deals haven't requested a review yet", nudging you to send the review link from the "Done" page after recording a deal.

The list shows each review with its stars, the customer's name, the date and the comment, plus a few tags:

Tag When it appears
"Verified customer" (purple) The customer entered the last 4 digits and they matched
"Disputed" (grey) You tapped "This one’s false · dispute"
"Your reply: …" (green bar on the left) You replied publicly

With nothing yet, the page says "No reviews yet".

Public replies

Under every review there is an expandable row: Reply / dispute (reviews can’t be deleted — that’s what makes them trustworthy). Open it and you get a text box whose placeholder says it plainly: "Public reply (winning a critic back in the open beats deleting)".

  • The button reads Public reply the first time and Update reply after that — you can revise as often as you like.
  • Success shows "Replied", failure "Reply failed". Replies go through the same content safety check as reviews; a rejected one shows "This message did not pass the content safety check and was not sent. Please rephrase and try again."

Say Ms Zhang gives 4 stars: "Easy to have you come over, but you were ten-odd minutes late." You answer "Traffic was bad that day — next time I'll leave earlier, hope to see you again." The next customer does not see a missing star; they see an owner who owns up.

Replies show in the store directory, not yet on the storefront

Your reply appears on your directory store page at stores.huanhuan.com.au, under that review in "Recent reviews", as a line labelled "Owner's reply". The "Recent reviews" list on the app storefront (app.huanhuan.com.au/s/your-link) currently shows only stars, name, date and comment — not your reply. Customers coming from the directory see it; customers opening the storefront directly do not.

This one’s false · dispute

For a review that is plainly untrue, open the same row and tap This one’s false · dispute. You are asked first:

Mark as disputed? The review stays public — it just gets an “owner disputed” tag and is never deleted.

Confirm and you get "Disputed"; the review gets a grey "Disputed" tag and the dispute button disappears (one dispute per review). If it fails: "Action failed".

Note that disputing does not make the review go away — it only adds a tag on your My reviews page. The review list on the storefront does not currently show that tag. If you want to win the customer back, use a public reply.

Where the score shows up

Place What shows
Score card at the top of your storefront 3 reviews or more: ★ score / 5 + "Based on N verified deal reviews"; fewer: "New store · building reputation" + "Every order is a real deal — reviews can't be edited or deleted" (however old the store is — it is about the count)
"Recent reviews" on the storefront Per review: stars, masked name, a "Verified deal" tag (only when the last 4 digits matched), month/day, comment. No replies
Store directory stores.huanhuan.com.au List card "★ 4.3 / 5 · 3 reviews"; directory store page "★ 4.3 / 5" + "Based on 3 verified deal reviews", and "Recent reviews" at the bottom including "Owner's reply"
Search-engine data The store data your storefront packages for search engines includes the score and count — again only from 3 reviews
WeChat share card Tagline only, no score
WeChat mini program storefront Per the mini program guide: score plus the latest 5 reviews; replying and disputing are web-only

Two switches live in Storefront → Look → Sections: untick Rating card and the whole card disappears, including the "New store · building reputation" version; untick Reviews and only the "Recent reviews" list is hidden. The completed-jobs count in the trust badges is automatic too: "The completed-jobs count comes from real deals — you cannot type it in."

What you cannot do

  • Delete a review. There is no such button on your side. The app's own words: "reviews can’t be deleted — that’s what makes them trustworthy". One honest public reply under a bad review reassures the next customer more than a spotless row of five stars — that is HuanHuan's position, not a missing feature.
  • Edit a review. The customer cannot either; reopening the link only shows what was submitted.
  • Type in a score or a completed-jobs count. Both come from deals.
  • Delete the deal to get rid of the review. Deleting a deal takes its ledger entries with it — the confirmation reads "Deleting removes this deal's ledger, lines and review invites for good. Delete?" Losing a record over one review is a bad trade.

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