Work a Case from a Review

1. 1
   Go to Reviews and replies, find the review, and select Take it on as a case.
2. 2
   Under Who has it, choose someone on your team. They hear of it.
3. 3
   Set Due to the day it should be dealt with.
4. 4
   Add notes as you go. Only your team sees them.
5. 5

   When you've done something about it, select Mark action taken. The customer is asked whether it's sorted out, if they allowed you to write to them.

6. 6
   Select Close the case when you're done. Reopen it if it comes back.

Good to Know

• A review of 1 or 2 stars opens a case by itself, and so does a review changed to 1 or 2 stars after it was published, a review about something serious (such as safety) whatever its stars, and a customer answering your message.
• The case page updates by itself when someone on your team changes it or the customer answers.
• Overdue shows on a case past its date, and whoever has it is reminded once.
• Only the customer can say whether it was sorted out, and they choose whether readers see it. Closing a case never speaks for them. Their few words under the review show once Agoo has checked them.
• Never offer anything for changing or removing a review, and never make a refund or repair depend on it.
• Cases are free on every level. Someone who looks after some branches sees their branches' cases.

If Something Goes Wrong

• I can't choose someone. Only people on your page's team can have a case. Add them under Team and alerts first.
• There's no conversation. The customer didn't allow messages about this review. Reply publicly, and take action all the same.