It's important to respond to all reviews your customers leave you, whether they are good or bad. Once you post your reply, it will show as pending until it has been moderated and approved.
If your answer isn't approved, you'll receive an email explaining why it was rejected. You'll then be allowed to leave a new reply and try again.
If your reply fails moderation three times, the thread will be closed, and you will not be able to reply.
Learn more information on Feefo's moderation rules
Learn more about how reply to reviews