Overview


The PowerReviews platform includes feedback from customer experiences that help us to facilitate proactive interaction with our customers and better their experience.


This platform is set up to send automated review request emails to allow the customer to leave their honest feedback regarding the product(s) purchased. 


This system only targets Morphe-US, Morphe-CA, Morphe-UK and Morphe-AU. This is not currently supporting Morphe-EU or Jaclyn Cosmetics.


These emails are sent a couple of weeks after the order has been placed. 


The automated system can take 2-3 days to moderate & publish, so if we are reviewing ahead of that timeframe, the review will likely still be unpublished - however, we can manually modify this if we know this will be a review that will get published  




Feedback Moderation Guidelines


  • All reviews receive a response from Customer Care
  • All customer feedback will be published on the website to help guide other customers with their purchase decision. 
  • We promote customers to leave their honest opinion of the product(s) purchased, whether positive or negative. 
  • All content should reflect the customer's authentic voice and feedback should never be modified modify in any way. 
  • Only hide content if it does not relate to the product or purchase experience, or it is considered inappropriate. 
  • Whether they are a beginner “simple slay” look or an elevated “super slay” look, we always want to represent a wide range of customers - which means all faces and looks are welcomed.
  • If any part of the subject or feedback isn’t allowed per the rules below, then hide the entire review
  • If in doubt - ask for a second opinion!



Allowed - Publish Review


  • Negative star reviews (i.e. 1, 2, and 3 stars) related to the user's authentic experience with the product:
    • For example, the customer’s perception of quality or the suitability of it for the individual. 
    • It’s important to have a range of feedback to prove the authenticity of the reviews, and many studies show that conversion increases on products with at least one negative review (everyone is different and we don't all like the same things - that's ok!)
  • Review reports the item has arrived damaged.
  • Profanity or shorthand versions of it but used as a positive modifier.
    • For example, “because it’s FUCKING amazing” or “it looks lit af” regarding 39A
  • Misspelled words but the intention of the word can still be understood.
    • For example, “cuz its prettie”
  • Use of the word “cheap” but it's used as a positive modifier and does not refer to the quality.
    • For example, “super-pigmented colors and it was cheap too”
  • Including the price of the item.
    • For example, “this was only $5? amazing!”
  • Naming a social media personality or another person who influenced the purchase
    • For example, ” youtuber Alissa Ashley”
  • Instagram / social media handles and/or first names
  • Mentions of a competitor if the comparison is favorable to Morphe.
    • For example, “My daughter has been looking for brushes and the sales lady at Sephora actually said to order these”
  • Mentions of purchases being made on another authorized retailer, 
    • Authorized retailers include:
      • Target
      • Ulta
      • Sephora
  • Special/odd characters interspersed in an otherwise ok comment/question/review.
  • Photos that relate to the product being reviewed
    • For example, looks created with an eyeshadow palette, brushes held in the hand, an arrangement of (Morphe) products.



Not Allowed - Do Not Publish Review


  • Profanity used in a derogatory way
    • For example, “gift for my bitch” or [hope it doesn’t] “make you look like a whore”
  • Gibberish or otherwise random/foreign characters
  • Derogatory comments about any individual person or group of people.
    • For example, [palette purchased] “so I can make gay eye looks”; “Because I don't need a nigga I treat myself”
  • Content that shares feedback on the fulfillment experience or asks questions about what it will be, like how much shipping costs or how long the order window is. 
  • Reviews reporting the item has not been received, was delayed, returned to sender, or received the wrong product.
  • Reviews are critical of the product but indicating the customer’s misuse is the cause of the negative experience.
    • For example, a 1-star review for a brush set that the customer thought had prickly bristles, but she says that she soaked the brushes overnight in vinegar 
  • Checkout comments that are product reviews
    • For example, “Thought it would be pinky pale but it's a ghastly orange undertone! The colors are disgusting. Don't buy it! I will be tossing this in the garbage.”
  • Reviews or comments about a different product that isn’t related to that item.
    • For example, on the 35O2, “I wanted to order the 702 12-piece eye-credible set as well but you're all sold out”
  • Comments or questions directed to internal staff, like requests for a donation, free product, or discount codes.
  • Reviews or comments that indicate the purchase is made for resale
  • Checkout comments that list only a discount code
  • Checkout comments that are lukewarm or negative and wouldn’t be helpful to another person in making a purchase decision.
    • For example, [purchased] “because my girlfriend told me she wanted this specific item for Christmas. otherwise, I would have spent my money on something much cooler like 12 weeks’ worth of $5 Friday smoothies at smoothie king. or a new hat. idk.”
  • Questions about when an OOS item will be available again, restock questions.
  • Comments that say she wanted an item that’s OOS so she’s substituting this
  • Mentions of purchases being made on an unauthorized retailer, like eBay
  • Questions, like “How much is this brush set?”
  • Questions about whether an item is a limited edition or part of our permanent assortment
  • Any reference to drugs
    • For Example, “because it's Jaclyn Hill if not id use my money for drugs, but Jaclyn Hill is my bitch.”
  • Photos of broken or damaged products.
  • Photos that clearly include products from another brand (that’s not sold by Morphe)
  • Photos that are sexually suggestive or explicit
  • Photos or reviews with URLs to non-Morphe sites, for example, YouTube pages or blogs
  • Any videos

Note: you can post the review but hide the photo if the text is permissible, but the photo isn’t.



Moderating Hidden Reviews 




  1. Log into your PowerReviews Account: https://portal.powerreviews.com/
  2. The home page should default to Morphe-US
  3. On the left-hand side, navigate to REVIEWS
  4. Scan and note the following inboxes we will work in, some reviews will be found in multiple inboxes:
    1. Customer Service Issue
    2. Web Issue
    3. Low Rated


Customer Service Issue Inbox

Reviews moderated by PowerReviews that contain a customer service issue from the past 30 days.



Web Issue Inbox

Reviews moderated by PowerReviews that describe a web issue from the past 30 days.



Low Rated Inbox

All reviews that contain a low star rating from the past 30 days.


  • Click on Low Rated and action each review accordingly 
  • All 1, 2,  must be responded to publicly
  • Review 3-star for any issues we should action. Filter through the last 7 days on Thursday or Friday. 
  •  Choose from the following responses:
    1. NOT SATISFIED
      • Thanks for providing your honest feedback! We’re sorry to hear that you were not completely in love with your PRODUCT. Your satisfaction is our top priority and we want to make this right! Please contact info@morphe.com with the subject line "Tell us what you think!" so that we can help better your experience! XO, Morphe Care Crew

      • Your honest feedback is greatly appreciated! Thanks for letting us know that you weren't entirely satisfied with your PRODUCT. We want to make sure you are satisfied, and we are committed to making things right! Get in touch with us at info@morphe.com with the subject line "Tell us what you think!" so we can help make your experience better! XO, Morphe Care Crew

      • Thank you for sharing your honest feedback with us! We're sorry you weren't completely satisfied with your PRODUCT. The complete satisfaction of our customers is our top priority, and we want to help make this right for you! Please send an email to info@morphe.com with the subject line "Tell us what you think!" so that we can help better your experience today! XO, Morphe Care Crew

    2. DELIVERED, NOT RECEIVED

      • Thank you for sharing your feedback! We’re sorry to hear your order was marked as delivered, but it has not yet been received. Your satisfaction is our top priority and we want to help make this right! Please contact info@morphe.com with the subject line "Tell us what you think!" so that we can help better your experience! XO, Morphe Care Crew

    3. WRONG ITEM

      • Thank you for sharing your feedback! We’re sorry to hear you were shipped another item and did not receive PRODUCT. Your satisfaction is our top priority and we want to help make this right! Please contact info@morphe.com with the subject line "Tell us what you think!" so that we can help better your experience! XO, Morphe Care Crew

    4. CUSTOMER HAS ALREADY BEEN ASSISTED 

      • Thank you for sharing your honest feedback with us. It appears that our team has already provided you with assistance with your PRODUCT. However, if you require further support, please do not hesitate to contact us at info@morphe.com. with the subject line "Tell us what you think!" so we can help better your experience! XO, Morphe Care Crew

    5. CUSTOMER MENTIONS THEY HAD A REACTION 

      • Thank you for sharing your honest feedback with us. We are sorry to hear about your experience with PRODUCT. If you require further support, please do not hesitate to contact us at info@morphe.com. with the subject line "Tell us what you think!" so we can help better your experience! XO, Morphe Care Crew

    6. MENTIONS IT WAS FREE FOR EXCHANGE OF A REVIEW. 

  • Thanks for taking the time to give PRODUCT a try, we appreciate your honest feedback. XO, Morphe Care Crew
  • Thanks for trying out the PRODUCT. We appreciate you taking the time to send us your honest feedback, XO, Morphe Care Crew
  • Thank you for giving the PRODUCT a try. We are grateful that you took the time to provide us with your sincere feedback.  XO, Morphe Care Crew 
  • We appreciate you trying out the PRODUCT and sharing your honest feedback. Thank you for taking the time to do so.  XO, Morphe Care Crew 
  • Additional suggested endings
  • We always welcome your sincere feedback.
  • We always value and appreciate your sincere feedback.




**If a merchant response needs to be edited, to reflect the change on the website, the original response must be deleted and reposted**




Moderating Q&A 



 1. On the left-hand side, navigate to Q


2. Click on Unanswered Questions and action each accordingly, 

  • Hi there! PRODUCT INFO RESPONSE, XO, Morphe Care Crew


Publish/Reply 

all product-related questions should be publicly replied to using the provided information on the PDP. If the info is not provided on PDP reach out to the EDU team for support and leave it unpublished until EDU team has provided a response. address questions to :


Unpublish/Reply  

Questions that are order-related issues need to be unpublished and responded to with the suggested responses used above for reviews. 


Unpublish/No Reply 

Questions on restocking and discontinued items - tag - Irrelevant


Power Reviews Q&A File-

https://morphebrushes.sharepoint.com/:x:/s/EcomMerchandising/EZGkt4mNFzxGslk5GjrJUoMBbpsHeHZ23YS0g4VgPhFr7w?e=mE36nX&nav=MTVfezAwMDAwMDAwLTAwMDEtMDAwMC0wMTAwLTAwMDAwMDAwMDAwMH0