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Unanswered reviews on Wildberries: an email digest, a counter and a bot for yourself
An unanswered review on Wildberries is not just one unhappy customer, it is also a signal to the next ones: they see that the seller stays silent. Sellers miss such reviews not out of laziness, but because nobody keeps the seller account open all day. CHBT does not answer reviews for you — we have no such method, and we say so honestly. What it does is watch for new unanswered reviews and questions using your key and tell you about them: with a counter in the dashboard, an email digest and on request from a service bot. Here is how to set it up and how to build a habit of answering on time around it.
What CHBT can and cannot do with reviews
Let us start with the limits, so there is no disappointment later.
- It can: find new unanswered reviews and questions in your Wildberries store, count them, send an email digest with the rating and the beginning of the text, and pass a list of fresh reviews into a bot flow.
- It cannot: answer a review or a question, publish an answer, appeal a review or write to a customer inside the marketplace. The seller’s answer is written in the Wildberries seller account — CHBT sends nothing there.
The dashboard says the same: on the connection card, next to reviews, it says plainly that CHBT cannot answer for you yet. In the email digest every section has a “What to do” line pointing to the action in the marketplace account. If you need an auto-reply to reviews, CHBT does not cover that — look for a service that answers through the marketplace API. If the goal is not to miss reviews and to answer quickly, read on.
How CHBT finds unanswered reviews
After you connect a store with an API key, CHBT polls three sections every 10 minutes: orders, reviews and questions. For reviews and questions it requests only unanswered ones, newest first. From each review CHBT takes the rating, the text, the seller’s article number and the product name; from a question — the text, the article number and the product name.
A few details worth knowing:
- The first poll looks at the last 3 days. Old unanswered reviews that piled up before the connection will not get into the counter — sort them out once in the marketplace account.
- Each review is counted once. Consecutive polls overlap by 12 hours so that nothing is lost at the boundary, and duplicates are discarded.
- Reviews and questions share one limit. So that questions do not wait for reviews to finish, the section that has not been updated for the longest time is polled first.
Why reviews do not arrive instantly
The frequency is set by Wildberries, not by CHBT. A Basic key gets 5 requests an hour for the whole Questions and reviews category, both parts together. CHBT respects this limit, so a new review may appear in the counter not after 10 minutes but later — when the section’s turn comes.
If the marketplace says there are too many requests, CHBT waits for the pause it names and does not knock on the section earlier. On the card this shows as The site asked for a pause — the key is not broken: the data will arrive when the marketplace allows. The Check now button polls orders, reviews and questions no more than once every 2 minutes and also obeys the limits.
For reviews this is usually not a problem: answering within a few hours is a normal speed. The problem is not answering at all or answering a week later.
Where you see new reviews: the counter and the email
The counter on the card. In the Marketplaces section, the Wildberries card has a Received for last check line: how many new orders, reviews and questions arrived. This is not everything on the marketplace — only what is new since last time. Review texts are not shown in the CHBT dashboard — only the number.
The email digest. When a poll finds something new, the project owner and admins get an email. It contains up to 5 examples per section: for a review — the stars and the beginning of the text, the product name; for a question — the text and the product. If there are more, “…and N more” follows. At the end of the block is “What to do”: answer the review in the Wildberries account.
The email goes to those who have Email notifications turned on in their account settings. This is the main email switch: if you turned it off, the digest will not arrive, although the counter in the dashboard keeps growing.
The key: which category reviews need
CHBT reads reviews and questions with the Questions and reviews category. It is ticked when the key is issued in the Wildberries seller account, in the API access section. Without it the marketplace refuses for lack of rights.
How it looks in CHBT: if another section of the same key answered but reviews did not, the section is marked “the key does not have rights”, and the card tells you which categories are missing. You can fix it without losing data: issue a key with the needed category and press Replace key — the key is replaced and the data stays. If no section answered at all, CHBT considers the key itself rejected and emails the owner “update the key” once a day.
All categories and key types in detail — in the article on Wildberries API key permissions.
Reviews on request: a service bot for yourself
The email is handy if you read your mail. If you live in a messenger, you can ask your own bot for fresh reviews. The flow has the Marketplace data action for this:
- Create a flow with a Keyword trigger, for example
reviews. - Add an Action block → Marketplace data: marketplace Wildberries, What to request — Reviews, Save to variable — for example
mp_result. - Then a Message with the text
Fresh unanswered reviews: {{mp_result}}.
The bot sends up to 10 latest unanswered reviews as lines like “★2: Wrong size arrived…” — the rating and the beginning of the text up to 120 characters. If there are no reviews, it sends “No new reviews.”. Questions are not requested by this action — only orders, stock and reviews.
Important: this is seller data. Anyone who sends the keyword to the bot gets this list, so such a flow belongs only in a bot for yourself and your team, or behind a Condition on a tag. How to do it — in the article on a bot for a marketplace seller.
Limits of the service request
- The limit is shared with background polling. With a Basic key the action shares the same 5 requests an hour, waits for a free slot no longer than 2 seconds and often answers “Could not get marketplace data.”. This is not a flow error — try later or rely on the email.
- Only the main store. If you have several Wildberries stores, the action takes the one marked Main. Without a main store the bot answers that no store is selected — a safeguard against showing another store’s reviews.
- Not run in the test chat. In Check flow the action is skipped and the variable stays empty. Test the flow from a real messenger.
- Does not mark a review as read. The list is taken from the marketplace as is: until you answer in the Wildberries account, the review keeps appearing in the results.
A routine that works
CHBT tools cover only “find out in time”. Answering in time is a routine. A working scheme for a small store:
- In the morning — the overnight email digest: first reviews with 1–3 stars, then questions, then the rest.
- During the day — a request in the service bot, if you are waiting for reactions to a new batch or changed a product card.
- In the evening — Check now on the card to close the day with no loose ends.
If someone else answers, add them to the project as an admin — the email digest will reach them too. A project operator does not get this email: the digest goes to the owner and admins.
Customer questions should come before reviews: the person has not bought yet, and the answer decides whether they will. A review is already written — the answer to it is read by future customers.
How to write an answer to a review
This is not a CHBT feature, but a practice that pays off the effort of the previous steps. A few rules:
- Answer the substance of the review. A template “Thank you for your review!” under a complaint about size looks like a brush-off. Name the problem: “Sorry the size did not fit: this model runs small, and we have clarified that in the product card”.
- Write for the next customer. The answer is read less by the author than by those choosing the product. Explain what you changed and how to avoid the problem.
- Do not argue or get personal. Even if the customer is wrong, a calm explanation looks stronger.
- Keep drafts for common cases — size, defects, delivery times, packaging — and adapt them to the specific review. Keep them in notes or a team document: CHBT has no review answer templates.
What to do with bad reviews besides answering
Repeated complaints are a hint about what to change in the product card and packaging. If three reviews in a row are about the item running small — fix the size chart. If about packaging — change the packaging. An answer to a review fixes one case, a fix to the card fixes the next ones.
The second path is to give a customer for whom something went wrong a place to ask a question before writing a review. For that, sellers put a QR code in the parcel insert with a link to a bot with instructions and quick answers about the product. Promising a gift or money for a review is not allowed — the marketplace rules forbid it. The approach to such an insert is described on the page about a bot for Wildberries.
And the third is to look at reviews together with orders: if bad ratings pour in after a new batch, it shows in one digest, and the problem can be caught before it hits the rating.
How much does it cost
The Wildberries connection, the counter and the email digest work on any plan, including Free. The Marketplace data action in a flow is not limited by plan either. Just keep in mind the Free plan limit — 1 bot and 30 conversations a month: for an owner’s service bot that is usually enough.
The AI seller, which answers customers about your products in Telegram, MAX, VK and on your website, is available from the Basic plan. It has nothing to do with answering reviews inside Wildberries: it works in your channels, not on the marketplace.
Bot for WildberriesWildberries API key permissionsA bot for a marketplace sellerWB order notifications