# Review feedback and reply privately

**Console: Guests → Reviews.** For the manager following up guest feedback.
Filter by location and rating, then read the comment and any linked booking or
order before replying. Summary ratings, distribution, custom questions, and
sentiment help identify patterns; limited feedback is not a complete measure of
a service.

## Send an eligible private reply

1. Open the review's **Reply** action when available.
2. Confirm it belongs to the intended guest and restaurant. The reply is sent
   privately by email; the guest's address remains hidden in this screen.
3. Write a response acknowledging the feedback and explaining the next step.
   Keep unrelated guest records and personal details out of the message.
4. Select **Send private reply** deliberately. Check the resulting reply status
   before claiming it was sent or attempting another reply.

| Reply state         | What to do                                                      |
| ------------------- | --------------------------------------------------------------- |
| No reply requested  | The guest did not request a private response                    |
| Awaiting guest      | Their email confirmation is still needed                        |
| Reply window closed | Permission expired or was withdrawn; do not work around it      |
| Sending             | Wait and check the existing reply                               |
| Replied             | A private reply was recorded as sent                            |
| Delivery uncertain  | Do not send another reply; ask support to investigate           |
| Retry reply         | Review the failure and use the offered retry only when eligible |

**Delivery uncertain** means the provider may have accepted the email but
TablePort could not confirm its outcome. The dialog explicitly says **Do not
send another reply**. A timeout is not permission to duplicate the response. If
permission ended, the failed message cannot be retried.

## Review settings and guest journey

Review questions and collection settings belong to the location's settings.
Optional question overrides use system wording when blank; **Reset questions**
clears overrides. Inspect the guest flow after saving a change. The optional
Google handoff is a separate guest action, not publication of the restaurant's
private reply.

If reviews fail to load, use **Try again** and preserve the location filter.
Escalate with review and reply references, time, observed status, and exact
error through an authorised channel. Do not expose the guest's address or
unrelated order details in screenshots.