Fresha Review Guide

Who uses Fresha

Hair, nail, and barber businesses, eyebrow and waxing studios, med spas, spas and massage therapists, fitness studios, physical therapy and health practices, tattoo and piercing studios, tanning studios, and pet groomers. Reviewers are clients with a completed appointment.

Claim your profile

1. Start from the Get started now button on Fresha's for-business page.
2. Businesses with teams can start with a 7-day free trial that does not require a credit card.
3. Fresha is sold as a monthly subscription with no minimum commitment, and client details and product inventory can be imported from a previous system.
4. Fresha says listing on its marketplace increases visibility; specific listing steps were not described on the page reviewed.

Official guidelines: fresha.com

Replying to reviews

Partners reply from Clients, then Online reputation, then the All reviews tab, by choosing Write a reply under the review. On Fresha reviews you choose to reply as yourself or as the business and then post; Google reviews from a connected Google Business Profile can be answered from the same screen, and the reply posts to the Google profile.

• A published reply shows under the review and is public on the site where the review was posted; the Actions (three dots) menu next to it lets you change or remove it.
• Team members need the relevant permission to reply, and can reply to reviews for services they provided.
• When a team member replies from their personal account (profile icon, then Reviews), they can choose whether the reply is visible on the Marketplace or only for the client, and the client gets an email notification.
• There is no time limit for replying, though Fresha recommends prompt replies.
• An AI Concierge feature can prepare replies, and partners choose whether drafts need approval or eligible reviews get automatic responses.
• Fresha's review policy asks that replies be calm and professional, with no abuse, no customer personal details, and no arguments over facts you cannot evidence.

Official guidelines: fresha.com

Review rules

In our own words. The official page is the rule that applies.

• Reviewers need their own Fresha account and must review their own appointment, only for an appointment that went ahead; the review policy gives 7 days from completing the appointment.
• Attacks on people, hateful or obscene content, payment details, other people's private information, and knowingly false or defamatory claims are prohibited.
• Advertising, promo links, phone numbers, and email addresses in reviews are not allowed.
• Fake or paid-for reviews are prohibited, nothing may be offered in exchange for a positive review or for removing a negative one, and a reviewer who received something for reviewing must disclose it.
• Businesses must not ask customers to remove reviews or offer anything to change them, and must not invite only satisfied customers to review.
• Each appointment allows one review, and Fresha checks every review with automated moderation before publishing.

Official guidelines: terms.fresha.com

Reporting a review

Fresha's own process, step by step.

1. From Clients, then Online reputation, open the All reviews tab, select Actions (three dots) under the review and choose Dispute review.
2. Select the reason that best fits, add any details in the text box, and submit.
3. Reviews can be reported within 3 months of being posted. A reported review is hidden from your Marketplace profile while Fresha checks it, and Fresha aims to give an outcome within 48 hours; progress is shown under Dispute status, and the outcome is confirmed by email.
4. A review can be reported once more within 7 days of the first outcome if there is additional information. Google reviews are reported through Google, which the Dispute review option links to.
5. Fresha's review policy also accepts content reports by email to hello@fresha.com (subject: Content Report), and asks businesses to report problem reviews rather than taking them up with the customer.
6. Allegations involving police or a possible crime should be sent privately to the same address, and Fresha says it takes down reviews that raise such allegations.

Official guidelines: fresha.com

Tips

• Reply calmly and professionally, and keep personal customer details out of public replies.
• Never offer discounts or freebies in exchange for a positive review or for removing a negative one.
• Invite all clients to review, not only those you expect to be happy.
• Report policy-breaking reviews to the platform instead of arguing with the reviewer.