This guide covers how to manage user feedback on the Chrome Web Store. Learn how to reply to
reviews, check ratings, and provide user support. Whether you choose to use the built-in tools or
set up a dedicated support site, we'll show you the steps to improve your user engagement and handle
feedback efficiently.

## Reply to user reviews

Ratings and reviews help people decide whether or not to try out an extension. Not only do they
leave a positive impression, but can also increase your ranking on the Chrome Web Store.

Users can leave comments in the **Reviews** section of your store item, under the item's overview. You can also post replies here
to those reviews. Each user can only rate an extension once, but they can update their rating or
review at any time. You can also edit your reply at any time to provide the user with updates.
![User review section in the store listing](https://developer.chrome.com/static/docs/webstore/support-users/image/user-review-section-the-b8a865cedb44b.png) User review section in the store listing

> [!NOTE]
> **Note:** Users will not be notified when you reply to a review, but other users will see that you are committed to solving issues as they arise.

Users are more likely to improve their reviews if you respond and address their concerns promptly. To
receive email notifications when users post reviews or update existing reviews, you can enable *Item review completed* in the **Account settings** of the Developer Dashboard, under the **Notifications** section.

![Enable review notifications](https://developer.chrome.com/static/docs/webstore/support-users/image/enable-review-notifications.png)

> [!NOTE]
> **Note:** It's important to know that you cannot remove user comments from your listing, even if you believe they are unfair. However, we encourage you to respond to user feedback in the comments to show that you are addressing their concerns. You may also report fake reviews via the [One Support Form](https://support.google.com/chrome_webstore/contact/one_stop_support).

### The Rating tab

The **Rating tab** in the developer dashboard provides an overview of your extension's ratings,
including the total number of reviews and ratings over time.

![Dashboard Ratings tab](https://developer.chrome.com/static/docs/webstore/support-users/image/dashboard-ratings-tab-a6f4ccd02e0c5.png)

> [!NOTE]
> **Note:** You can give users a direct link to the review page of your store item by adding `/reviews` at the end of your item's URL: `https://chrome.google.com/webstore/detail/{your-item-id}/reviews`

## Provide user support

To ensure the best user experience and build a great extension it's important to collect, evaluate,
and follow up on bug reports and feature requests. Users will be able to seek support by scrolling
down to the **Support** section of your store item, under the **Privacy** section. You can respond
to user feedback in two ways:

- By using the built-in [Support hub](https://developer.chrome.com/docs/webstore/support-users.md.txt#the-support-hub), or
- By directing users to a dedicated support site.

![Support section in the store listing](https://developer.chrome.com/static/docs/webstore/support-users/image/support-section-the-stor-f8e0dc2f95c0e.png) Support section in the store listing

### The support hub

The Chrome Web Store provides a support hub, where users can leave questions, suggestions, and issues they are facing. To use the support hub, you need to enable it first by going to the **Account** management page and turning on the **Visibility** under the **Item support** section.
![Visibility toggle under Item support section](https://developer.chrome.com/static/docs/webstore/support-users/image/visibility-toggle-under-i-dd16f23640bd.png) Visibility toggle under Item support section

In the **User Support** tab of the developer dashboard you can view, respond and manage user feedback. Use the **Type**
dropdown to filter user input by
feature request, bug report or question. You can assign a status to each request, and can respond to each inquiry. Each ticket includes the extension
version, browser type and operating system to help you reproduce bugs
more efficiently.
![User Support tab in the developer dashboard item](https://developer.chrome.com/static/docs/webstore/support-users/image/user-support-tab-the-dev-49c494023621b.png) User Support tab in the developer dashboard item

To receive email notifications when users post new support requests, you can
enable *Item support issue received* in the **Account settings** of the Developer
Dashboard, under the **Notifications** section.

![Enable support issue notifications](https://developer.chrome.com/static/docs/webstore/support-users/image/enable-support-issue-notifications.png)

> [!NOTE]
> **Note:** Users won't be notified when you reply to a support issue, but other users will see that you are committed to solving issues as they arise.

### Using a dedicated support site

You can set up a dedicated support site for your users, so that the support link goes there instead of the default forum experience. This site can be anything you like, such as:

- A discussion group using Google Groups or some similar service.
- A form-handling site that lets users submit feedback or support tickets.
- A public information site with your product road map or other details.

Once you set up the site, go to the **Store Listing** tab of the developer dashboard and add the link to the **Support URL**
field. Your support link will then take users to your dedicated site.

![Store Listing Support
URL field](https://developer.chrome.com/static/docs/webstore/support-users/image/store-listing-support-url-a305ad686764a.png)

> [!NOTE]
> **Note:** Make sure you **turn off** the [Item support](https://developer.chrome.com/docs/webstore/support-users.md.txt#user-support-tab) Visibility in the dashboard Account settings to disable the support hub.