Rezolv™: hear about problems before they become reviews

Rezolv™ gives a dissatisfied customer a private way to contact your business through the same QR code used to leave a review. This gives your business an opportunity to address the customer's concern before it becomes a public review.

What Rezolv™ is

When a customer scans your QR code, they land on your MyReviewz™ page. Normally that page helps them post a review on Google (and Tripadvisor or Trustpilot, if you monitor those). With Rezolv™ turned on, the same page also offers a third choice: "Resolve a concern privately" — send a private message straight to a manager instead of posting online.

Concerns are never public. A concern is not a review, never appears on a review site, and is visible only to you and your team.

What your customer sees

Submitting a concern takes three quick steps. The page shows a "Private — only [your business] sees this" notice the whole way through.

1. What's the concern? They pick from a short list of topics tailored to your type of business (a restaurant sees things like food, service, and wait time; a salon sees a different list), plus "Other." They can pick as many as apply.
2. Tell us what happened. An optional text box — up to 500 characters — for the details.
3. How can you be reached? Three options, their choice:
   • Don't contact me
   • Contact me by email (they give a name and email)
   • Contact me by phone (they give a name and phone number)

When they tap Submit concern, they see: "Thank you. Your message has been delivered to [your business]."

How you find out

The moment a concern is submitted, MyReviewz™ alerts your team:

• By email, to every teammate who has Rezolv™ alerts set to Email. The email includes the topics they picked, their words, and how (or whether) they want to be reached, plus a Respond in your dashboard button.
• By text, to anyone who has Rezolv™ alerts set to Text. Texts are a short heads-up with a link — no details, so nothing sensitive lands in a text message.

Who gets these alerts is up to you — see Getting notified about new concerns.

The concern also shows up in two places in your dashboard:

• On your Home page, under Needs your attention, with a Reply button.
• On the Rezolv™ page, where every concern lives.

Responding to a concern

Open the Rezolv™ page. Concerns you haven't finished with are under Unresolved; finished ones are under Resolved. Each concern card shows the customer's words, the topics they picked, how they'd like to be reached, how long ago it came in, and a reference code (like RC-7K2M9P4Q) so your team can refer to it unambiguously.

How you reach the customer depends on what they asked for:

• Phone — tap Dial to call them right from the card.
• Email — click their email address to start an email.
• Don't contact me — there's nothing to send. Fix the issue on your end and mark it resolved.

Each concern moves through three simple stages:

• New — just arrived, nobody's on it yet.
• In progress — someone's working on it (tap Mark In progress).
• Resolved — done (tap Mark resolved).

Changed your mind? Reopen a resolved concern and it comes back to the top as New (re-opened), treated with the same urgency as a fresh one. The customer's contact details stay visible on resolved concerns, but the call and email links switch off — there's nothing left to do.

Speed matters here. A customer who reaches out privately is giving you a chance. A quick, genuine response is usually all it takes to keep them.

Turning Rezolv™ on

Two things need to be true for customers to see the private-concern option:

1. Rezolv™ is on for your business. Go to Settings → Modules and switch on Rezolv™ — private concern intake. (If the switch is greyed out, Rezolv™ isn't on your plan yet — add it from Billing.)
2. Someone is set to receive Rezolv™ alerts. If no one on your team is listening, Rezolv™ switches itself off and customers aren't offered it. We won't invite a customer to share a concern nobody would see. Your dashboard tells you when this happens; the fix is in Settings → Team.

What Rezolv™ costs

Rezolv™ is an optional add-on to Reviewz™, the core MyReviewz™ service that every account runs on.

• Reviewz™ + Rezolv™: $48/mo ($29 for Reviewz™ plus $19 for Rezolv™)
• Complete (Reviewz™ + Rezolv™ + Surveyz™): $59/mo

Rezolv™ isn't sold on its own, and there's nothing to "upgrade" within it — every Rezolv™ customer gets the whole thing. Your 30-day free trial includes Rezolv™ automatically, so you can try it with real customers before deciding whether to keep it.

Still have questions?

Email us at help@myreviewz.app — we're glad to help.