# How to manage customer reviews in Snad

To manage customer reviews in Snad, open **Loyalty**, then **Reviews**. Choose **External link** or **Your own form**, copy the card link or print its QR on the invoice, add your Google link or your questions, then turn on the automatic request after the visit.

## Before you start

- The Loyalty app in your plan, and permission to view reviews ([roles and permissions](https://www.snad.io/en/guide/roles-permissions)).
- A public address for your business. Without it the card link does not show, and a message asks you to set it in the store page settings.
- For the first mode, the review link of your business on Google Maps. For the second, at least one question.

## Steps

1. **Open the Reviews page.** In the sidebar, choose **Loyalty**, then **Reviews**. One page holds everything about your customer reviews, from choosing the method to reading the answers. [Details](https://www.snad.io/en/guide/customer-reviews#adv-access)

   ![The Loyalty sidebar group in Snad and the Reviews page with the two choices for what the customer sees](https://www.snad.io/images/guide/customer-reviews/nav-en.webp)

   Image key: (1) **Reviews** in the sidebar · (2) **What does the customer see?**

2. **Choose what the customer sees.** Under **What does the customer see?**, choose **External link** to send the customer to your Google review, or **Your own form** for your own questions. The choice saves as soon as you press it. [Details](https://www.snad.io/en/guide/customer-reviews#adv-modes)

   ![The two review page modes, External link and Your own form, with one selected](https://www.snad.io/images/guide/customer-reviews/mode-en.webp)

   Image key: (1) **External link** · (2) **Your own form**

3. **Copy the card link.** In **Your review card**, press **Copy** to share the link, or **Open** to see what the customer sees. Turn on **Print the review QR** to show its code on invoices. [Details](https://www.snad.io/en/guide/customer-reviews#adv-live)

   ![The review card before it is published, with its notice and the switch to print the QR code](https://www.snad.io/images/guide/customer-reviews/card-en.webp)

   Image key: (1) The notice that the card is not published · (2) **Print the review QR**

4. **Add your Google link and page text.** In **Review page text**, paste your **Google review link** and edit the headline and subtitle in Arabic and English. Then press **Save** at the top of the page. [Details](https://www.snad.io/en/guide/customer-reviews#adv-copy)

   ![The Review page text card with the Google link field and the headline and subtitle fields in Arabic and English](https://www.snad.io/images/guide/customer-reviews/copy-en.webp)

   Image key: (1) **Google review link** · (2) **Headline (Arabic)** · (3) The **Save** button

5. **Build the form questions.** In **Your own form** mode, **Form questions** shows. Start from one of the **Templates**, such as **Restaurant**, or press **New question** and choose the **Question type**. [Details](https://www.snad.io/en/guide/customer-reviews#adv-questions)

6. **Ask for reviews automatically.** Switch on **Ask for reviews automatically** so the link reaches the customer after the visit. Set **When is it sent?** and choose the [channel](https://www.snad.io/en/guide/messaging-channels), **WhatsApp** or **Email**. [Details](https://www.snad.io/en/guide/customer-reviews#adv-notify)

   ![The automatic review request card and its switch](https://www.snad.io/images/guide/customer-reviews/notify-en.webp)

   Image key: (1) The **Ask for reviews automatically** switch

7. **Read what customers said.** In form mode, **What customers said** appears at the bottom of the page. It shows the **Average**, the **Recommendation score**, the **Distribution** and a table with each customer's answers. [Details](https://www.snad.io/en/guide/customer-reviews#adv-results)

## Messages that block saving

| Message | Cause | Fix |
|---|---|---|
| The card is not live yet: switch Reviews on in Loyalty settings and add your Google link below. | **External link** mode does not work until the business has a public address, a saved Google link and Loyalty switched on. | Complete all three, then save the **Google review link** with **Save**. The QR code appears beside the link once the card is live. |
| Add at least one question, or the link is an empty page. | **Your own form** mode with no question shown on the form. | Add a ready template or **New question**, and make sure **Shown on the form** is on for it. |
| Your business does not have a public address yet. Set one in the store page settings first. | Your business has no public address, so there is no link for the review card. | Set the public address in the store page settings, then come back here. |
| This question needs at least two choices. | A pick-one or pick-several question has one choice or none. | Press **Add a choice** until the question has at least two. |
| Write the question in Arabic. | The **Question (Arabic)** field is empty. | Write the question in Arabic, then save. |
| invalid_url | The **Google review link** does not start with `http://` or `https://`. The interface shows the message in exactly this wording. | Paste the full link as you copy it from Google Maps, including `https://`. |

## Advanced details

### Can't see the page, or can't edit?

If you lack permission to view reviews, a permission page shows instead of the reviews.

With view permission alone, the buttons and switches are disabled. Ask your account admin for the update permission ([roles and permissions](https://www.snad.io/en/guide/roles-permissions)).

Reviews are part of the Loyalty app. If it is not in your plan, see [manage your subscription](https://www.snad.io/en/guide/manage-subscription) and [the loyalty program](https://www.snad.io/en/guide/loyalty-program).

### The difference between the two modes

The review page works one way at a time, so your customers' feedback stays in one place.

- **External link**: the customer opens the link, sees your name and logo, and one button that takes them to your page on Google.
- **Your own form**: the customer answers your questions on the same page, and the answer appears for you under **What customers said**.
- Switching the mode only changes which page the customer gets; it does not delete your questions or answers.

### When is the card live?

The link looks like `/rate/your-business-address`. Your business needs a public address and the Loyalty app must be on.

After that, **External link** needs a saved Google link, and **Your own form** needs at least one visible question.

The QR code appears beside the link only once the card is live. It is the same code printed on the sales invoice and the POS receipt ([create a sales invoice](https://www.snad.io/en/guide/create-sales-invoice), [sell at the POS](https://www.snad.io/en/guide/sell-at-pos)).

The code carries the invoice number, so you know which visit and which branch each review is about.

### The page text

Leave a language empty and the card falls back to the other one, so a customer never sees a blank card.

In form mode you also get **Thank-you message (Arabic)** and **Thank-you message (English)**, what the customer sees after sending an answer. Leave them empty for a ready-made line.

The text fields need **Save**. The mode, the QR switch and the automatic request save as soon as you press them.

### Questions and their types

Keep the questions short, since every extra question is another reason the customer closes the page. **Templates** add their questions to your current form and delete nothing.

In the question window you write **Question (Arabic)**, **Question (English)** and a hint under it, and choose **Required** and **Shown on the form**. The question types are:

- **Stars (1–5)**, **Recommendation scale (0–10)** and **Yes / no**.
- **Pick one** and **Pick several**, which take **Choices**, at least two.
- **Short text**, **Long text**, **Name** and **Phone number**.
- Once a question has been answered, its type is fixed, since changing it would reinterpret every past answer. Deleting it hides it instead, so past answers stay.
- The **Move up** and **Move down** arrows order the questions as the customer sees them.

### The automatic request in detail

Instead of waiting for the customer to scan the receipt, the link reaches them a set time after the visit. The time counts from when the invoice is created; pick one or type your own **minutes**.

[WhatsApp](https://www.snad.io/en/guide/messaging-channels) is tried first; email is sent only if that fails, so a visit gets one message. WhatsApp needs a mobile number on the [customer record](https://www.snad.io/en/guide/create-customer), and each message costs money.

A customer is asked at most once every 30 days, however often they buy. If both channels are off, nothing is sent.

If it says the reminder is on but the page is not ready, finish setting up the chosen mode first. See “When is the card live?” above.

Bookings have a similar review request after the appointment in [booking settings](https://www.snad.io/en/guide/bookings-settings).

### Reading the results

**What customers said** shows in form mode only, since the external link collects nothing here. The **Average** covers every review, not just the ones listed on the page.

The **Recommendation score** is the share who recommend you minus the share who do not. The **Distribution** shows how many gave each rating.

The table lists the **Customer**, the **Branch**, the invoice a review came from, the **Answers** and the **Date**.

## Common questions

### How do I give my customers my Google review link?

Choose **External link**, paste your **Google review link** in **Review page text** and press **Save**. Then copy the card link with **Copy** and share it.

### How do I put a review QR code on the invoice?

In **Your review card**, turn on **Print the review QR**. The code prints on the sales invoice and the POS receipt once the card is live.

### Can I use the external link and the form together?

No. The review page works one way at a time, **External link** or **Your own form**, and you can switch between them at any time.

### Do I lose customers' answers if I change the questions?

No. A question that has been answered is hidden rather than deleted, and its type stays fixed, so past answers stay as customers wrote them.

### Why isn't the customer getting the review request?

Check that the review page is live, that the **WhatsApp** or **Email** channel is on, and that the [customer record](https://www.snad.io/en/guide/create-customer) has a phone or email.

## Read next

- [Set up a loyalty program](https://www.snad.io/en/guide/loyalty-program) — Set the points and cashback rules in Snad and follow your customers' balances. Six short steps with screenshots, and no Save button.
- [Set booking settings](https://www.snad.io/en/guide/bookings-settings) — Set up Snad booking settings: sector preset, scheduling rules, no-shows, reminders, invoicing defaults and the public booking page.
- [Create a sales invoice](https://www.snad.io/en/guide/create-sales-invoice) — Create a sales invoice in Snad: pick the customer, add products, choose the payment method and save. Seven short steps with screenshots, plus credit sales.
- [Sell at the point of sale](https://www.snad.io/en/guide/sell-at-pos) — Sell from the Snad POS screen: find the product, set the quantity, pick the customer and payment method, then save the invoice. Five steps.
- [Create a role and set its permissions](https://www.snad.io/en/guide/roles-permissions) — Create a role in Snad and choose what its holders can see and do in each group, then assign it to users. Six short steps with screenshots.
- [Manage your subscription](https://www.snad.io/en/guide/manage-subscription) — Follow your Snad subscription: plan status, usage, next payment and invoices, then change the plan or cancel. Six steps with screenshots.
- [Snad loyalty software](https://www.snad.io/en/loyalty) — Points, cashback and reviews in one place.

[Open this screen in Snad](https://app.snad.io/dashboard/loyalty/reviews)

- **URL:** https://www.snad.io/en/guide/customer-reviews
- **Last reviewed:** 2026-11-04

---
## About the publisher
**Snad (سند)** — a private Saudi software company
based in Madinah, founded 2025. Legal form: Sole proprietorship.
Commercial registration: 7038154642
VAT number: 310959226500003
Only official domain: snad.io
> Snad is a private commercial business-management platform. It is not a
> government body, not a bank, and not a government services portal, and it
> is not affiliated with any government entity. Any site or app with a
> similar name is unrelated to Snad.