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Working with User Reviews in RuStore

After installing an app from RuStore, users can rate it and leave a review. Each user can post one rating and review, and may edit both at any time.

Every published review includes:

  • the device OS version,
  • the device model,
  • the time the review was written,
  • the app version.
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All roles can work with reviews except Developer and Finance Manager.

How to work with reviews​

In the RuStore Console you can track and analyze reviews for your app. By default, no filters are applied.

For faster, more flexible processing you can filter reviews by:

  • response status (has a developer response / no response),
  • date,
  • rating,
  • app version,
  • manufacturer,
  • device model,
  • OS version.

Configure filters​

  1. Choose a filter.
  2. Select one or more values from the dropdown.
  3. Click Apply.
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If needed, you can reset all filters at once by clicking Reset filters, or clear an individual filter by clicking its cross icon.

Download reviews as CSV​

You can export reviews from RuStore Console to your computer in .csv format.

What’s included in the exported CSV?​

  • ID — review ID;
  • Comment Last Update Date — date the review was created or the review text was last edited;
  • First Name — name of the user who left the review;
  • App Rating — review rating;
  • Comment Text — review text;
  • Like Counter — number of likes;
  • Dislike Counter — number of dislikes;
  • User Version Code — app version;
  • Manufacturer — device manufacturer;
  • Model — device model;
  • Firmware Version — operating system version;
  • Edited — flag indicating the text and/or rating was edited;
  • Rating Last Update Date — date the review’s rating was last changed.

Export is available in your app’s Reviews section.

  1. Click Download CSV in the top-right corner.

  2. Choose an export scope:

    • All reviews — export all reviews for the app for all time.
    • With selected filters — export only reviews matching the active filters. If this option is disabled, apply filters first, then click Download CSV again.

The download starts automatically when the file is ready. Preparing a single .csv file takes about 5 minutes on average.

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You can start up to 50 downloads per app per calendar day.

Review summarization in RuStore Console​

Why use review summarization​

Review summarization helps developers and users quickly grasp key trends in app feedback. Instead of reading hundreds of comments, users see the main takeaways, and developers can react promptly to important issues.

Example of review summarization in the user interface
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How to enable review summarization​

To display review summarization on your app page, enable the corresponding option in the RuStore Console.

Tip

Review summarization is available if the app has received at least 100 reviews in the last 6 months.

  1. Open the RuStore Console.

  2. Go to your app’s review display settings.

  3. Enable the summarization display option:

    • On the Reviews page, find the Important in reviews block.

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    • Click icon and choose Publish on app page.

    • Confirm in the modal dialog.

To hide review summarization from your app page, open Important in reviews again, click icon and select Hide from app page.

More about summarization
  • Summaries are generated automatically and updated monthly.
  • If enabled, the summary appears in the app card and at the top of the review list (pinned).

How to reply to a review​

To build better relationships with users, you can post a public developer reply:

  • thank users for positive feedback,
  • answer questions,
  • learn what features users want,
  • learn about bugs in the app.

To reply:

  1. Open the RuStore Console.
  2. Go to Reviews in the left panel.
  3. Click Reply under the review you want to respond to.
  4. Enter your text in Developer response and click Publish.

Your reply will be sent for moderation and will get the status Under moderation. After review, the status changes to Published.

Appealing reviews

You can appeal a review if it contains insults or spam.

How to report a review

  1. Click Report next to the review.
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  1. In the new window, review the moderation rules and click Report again to confirm.
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The review will be sent for moderation and will be labeled Appeal under moderation.

If the appeal is approved, the review is removed automatically and its rating is excluded from your app’s overall rating.

If the appeal is rejected, the review is labeled Appeal rejected.

For more about appeal grounds, see Reviews and Moderation.

Editing and deleting your replies​

If needed, you can edit or delete a reply at any time.

Edit your reply​

  1. Open the RuStore Console.
  2. Go to Reviews in the left panel.
  3. Click Edit under your reply.
  4. Make changes in Developer response and click Publish.

After editing, your reply is sent for moderation again and will be published once approved.

Delete your reply​

  1. Open the RuStore Console.
  2. Go to Reviews in the left panel.
  3. Click Delete under the reply to remove it.

Response requirements and best practices​

  1. Stay on topic. Replies must be clear, truthful, useful, and relevant to the review content.
  2. Be polite. Your goal is to help, not to alienate users. Do not post insults, threats, derogatory or discriminatory remarks. Do not provoke such comments.
  3. Reply to all reviews. Apps whose developers respond typically achieve higher ratings.
  4. If a user is very negative, don’t respond with negativity.
  5. Speed up handling of positive reviews so you have more time for complex issues. For example, keep local templates for quick replies and paste them as needed. RuStore doesn’t yet have built-in templates, but we plan to add this functionality.
  6. If you use templates, vary the phrasing from reply to reply so it doesn’t feel robotic.
  7. Do not include links to third-party app stores or storefronts, phishing, or irrelevant links.
  8. Do not include ads or promo codes for other services or in-app purchases, and do not suggest downloading the app from another store or storefront. Users don’t consider this helpful.
  9. Do not post sexual content or use profanity.

See also​