If your review import failed or produced unexpected results, the sections below cover the most common causes and how to resolve them before contacting support.
SKU mismatches
A SKU mismatch happens when the product SKU in your import CSV does not exactly match the SKU in your product feed. When this occurs, the review is imported but cannot be linked to the correct product — it either fails silently or appears unattached.
How to identify the problem:
Reviews were imported but do not appear on the product page
The import log shows 'product not found' or 'unmatched SKU' errors
Review counts in your dashboard do not match what's showing on the storefront
How to fix it:
Export your product list from Shopify (or your platform) to get the exact SKU values your product feed uses.
Open your import CSV and compare the values in the SKU column against your product list — they must match exactly, including capitalisation and any hyphens or underscores.
Correct the SKU values in the CSV and re-submit the import.
If your product feed is not yet set up, you will need to configure it before SKU matching can work — contact support and we can help with the initial setup.
Tip: Export your product catalog from your platform before preparing the import CSV. Use that export as the reference for your SKU values to avoid mismatches.
Amazon unverified reviews
Amazon reviews come in two types: verified (the purchase was confirmed by Amazon) and unverified (no purchase confirmation). Due to Amazon's data policies, unverified reviews cannot be imported.
What this means for your import:
Only verified Amazon reviews are eligible for import.
Unverified reviews will be excluded during the import process — this is expected behaviour, not a bug.
The final imported count will be lower than your total Amazon review count if any are unverified.
How to import Amazon reviews:
Export your reviews from Amazon Seller Central.
Share the file with our support team via live chat in the dashboard.
Our team will process the file and exclude any unverified reviews before completing the import.
Amazon review imports must be handled by our support team — they cannot be self-served through the import tool. Start a chat to submit your file.
Platform-specific requirements and common format errors
Each source platform has specific requirements. Missing or incorrectly formatted fields are the most common reason imports fail or produce incomplete results.
Required fields for product review imports
Your CSV must include the following columns for a product review import:
Review date
Reviewer name
Reviewer email address
Star rating
Review body (the written review text)
Order ID
Product SKU
Imports missing the Order ID or Product SKU columns will not link reviews to the correct product. Both fields are required.
Required fields for company review imports
Review date
Reviewer name
Reviewer email address
Star rating
Review body
Trustpilot
Trustpilot company reviews cannot be imported directly due to Trustpilot's data ownership policies. The process requires a reviewer verification step:
Export your reviews from Trustpilot as a CSV file — ensure email addresses are included in the export.
Share the file with our support team via live chat.
Our team sends each reviewer a permission email to verify they consent to the review being ported.
Only reviews where the reviewer confirms permission will be imported.
Trustpilot product reviews follow the standard CSV import process and do not require the verification step. See the Import Reviews guide for the full CSV format.
Judge.me, Loox, and other Shopify review platforms
These platforms are supported for both company and product review imports and use the standard CSV format. Common issues include:
Column headers that don't match the expected format — rename them to match the required field names exactly before submitting.
Missing SKU data in exports from these platforms — you may need to join the review export with your product catalog to add SKU values before importing.
Date formats — use ISO 8601 format (YYYY-MM-DD) if your export uses a different date format to avoid parse errors.
Still not working?
If you've checked the above and the import is still failing, contact our support team via live chat with:
The CSV file you attempted to import
The source platform the reviews were collected on
A description of what went wrong (error message, missing reviews, unlinked reviews, etc.)