Reviews & Results

The Reviews & Results section has two functions: it is where your team manually approves or rejects Google review reward claims submitted by patients through the mobile app, and where you upload before/after photos to showcase treatment results on the app.

Find it in the left-hand sidebar under Reviews. The page opens with the heading Reviews & Results and the subtitle Manage Google review claims and member before/after results.

The two tabs

Tab	What it contains
Review Claims	A queue of Google review reward claims submitted by patients, split into Pending, Approved, and Rejected
Member Results	Before/after photo pairs you upload manually to display in the patient app

Review Claims tab

This tab is where patient-submitted Google review reward claims come in for your team to assess. Approving a claim awards the configured number of points to the patient's loyalty account.

The three inner tabs

Tab	What it shows
Pending	Claims waiting for a decision; a count badge appears if there are any
Approved	Claims you have approved and awarded points for
Rejected	Claims you have rejected

What each review claim card shows

Each claim appears as a card with the following information:

Field	What it means
Review by [email] (card title)	The email address of the patient who submitted the claim
Status badge	Pending (yellow), Approved (green), or Rejected (red)
Review URL	The Google review link associated with the claim
Points to Award	The number of loyalty points that will be granted on approval — set in your Loyalty Settings
Submitted	The date and time the patient submitted the claim
Approved / Rejected	The date and time the decision was made — only shown once a decision has been recorded

Pending claims also show two action buttons at the bottom of the card:

• Approve (green) — awards the points and moves the claim to the Approved tab
• Reject (red outline) — dismisses the claim without awarding points and moves it to the Rejected tab

Approving a claim

1. Open the Pending tab.
2. Review the claim card — check the review URL and the patient's email.
3. Click Approve.
4. A success notification reads: Review Approved — Points have been awarded to the patient.
5. The claim moves to the Approved tab and the points are added to the patient's loyalty balance immediately.

Rejecting a claim

1. Open the Pending tab.
2. Click Reject on the claim you want to dismiss.
3. A notification reads: Review Rejected — Review claim has been rejected.
4. The claim moves to the Rejected tab. No points are awarded.

warning

Decisions cannot be undone from the CRM. Once a claim is approved or rejected, there is no button to reverse it. If you accidentally reject a valid claim, you can manually add points to the patient's account from their profile in the Clients section.

What you cannot do with review claims

The Review Claims tab is a moderation queue, not a full review management dashboard. The following actions are not available:

• You cannot respond to a patient's review from the CRM
• You cannot hide or delete a review claim record
• You cannot edit the points awarded to a specific claim before approving (the amount comes from your Loyalty Settings)
• There is no aggregate star-rating summary or average score displayed on this page

How patients submit review claims

Patients submit review claims entirely from within the Glovora mobile app. Your clinic does not need to do anything to trigger this — the patient initiates it themselves from the rewards section.

The flow works as follows:

1. In the mobile app, the patient opens the Rewards section and taps Review on Google.
2. The app opens your clinic's Google review link — this is the Google My Business Review URL you configure in Loyalty Settings.
3. The patient leaves a review directly on Google.
4. After returning to the app, the patient submits their claim — the app sends the claim to the CRM automatically.
5. The claim appears in your Pending tab for your team to review.

Each patient can only submit one claim per clinic. If a patient who has already claimed tries to submit again, the system silently records the duplicate and ignores it — you will not see a second entry.

tip

The review reward only works if you have set a Google My Business Review URL in your Loyalty Settings. Without this URL, the "Review on Google" option either does not appear for patients or has no destination. Go to Loyalty Settings → Google My Business Review URL and paste your clinic's Google review link — it looks like https://g.page/r/your-clinic/review. Your Google Business Profile manager will have this link.

Setting up the Google review reward

The reward is configured in Loyalty Settings, not in the Reviews section itself. The relevant settings are:

Setting	Where to find it	What it does
Review rewards toggle	Loyalty Settings → Review Rewards	Enables or disables the Google review reward entirely
Points awarded for each approved review	Loyalty Settings → Review Rewards	Sets how many points are granted when you approve a claim — default is 60
Google My Business Review URL	Loyalty Settings → Google My Business Review URL	The direct link to your clinic's Google review page; shared with patients via the mobile app

Changes to these settings take effect immediately for new claims — they do not retroactively change the points shown on previously submitted claims.

Member Results tab

The Member Results tab is where you upload before/after treatment photos to display in the patient-facing mobile app. Results can be linked to a specific membership or left unlinked to appear across all memberships.

Results appear as a grid of cards — each card shows a side-by-side Before and After image with the caption and (if linked) the membership name beneath.

Adding a new result

1. Click Add Result in the top-right corner of the Member Results tab.
2. A slide-in panel opens, titled Add Member Result.
3. Fill in the fields (see below).
4. Click Add Result.

A notification reads Member result saved.

What each field means

Field	Required	Description
Before Image	Yes	A photo taken before the treatment — upload from your device
After Image	Yes	A photo taken after the treatment — upload from your device
Caption	No	A short label shown under the result, e.g. Anti-wrinkle treatment, 4 weeks
Link to Membership	No	Ties the result to a specific membership so it appears only under that membership on the app; leave as All memberships (unlinked) to show it everywhere

Both the Before Image and After Image are required. You cannot save a result without both photos.

tip

If a result is left unlinked, it appears under every membership on the mobile app. Linking it to a specific membership is useful when you want to showcase results that are only relevant to members of that plan — for example, an anti-ageing result linked to your Premium Membership.

Editing a result

Click the pencil icon on any result card. The slide-in panel reopens with the existing details pre-filled. Make your changes and click Update Result.

Deleting a result

1. Click the bin icon (shown in red) on the result card.
2. A confirmation dialogue appears:

   Delete Member Result Are you sure you want to delete this before/after result? This action cannot be undone.

3. Click Delete to confirm, or Cancel to go back.

warning

Deleting a member result removes it permanently from both the CRM and the patient-facing mobile app. This action cannot be undone.

Role permissions

Action	Who can do it
View the Review Claims tab	All roles (owner, manager, practitioner, receptionist, staff)
Approve or reject a review claim	All roles
View the Member Results tab	All roles
Add or edit member results	Owner, manager, practitioner, staff — not receptionist
Delete member results	Owner, manager, practitioner, staff — not receptionist

Common mistakes

Setting up the reward but forgetting to add the Google review URL If the Google My Business Review URL is not filled in under Loyalty Settings, patients have no link to follow and cannot leave a review through the app. The review reward will not generate any claims until this URL is set. Go to Loyalty Settings and paste your direct Google review link before enabling the reward.

Approving claims without checking the review exists The claim submission records that a patient says they left a review — it does not automatically verify on Google that the review was published. Before approving, click the Review URL link on the claim card to confirm the review is live on Google. If the link is blank or the review cannot be found, use Reject instead.

Expecting to undo an approval or rejection Once you approve or reject a claim, the decision is recorded and cannot be reversed from the Reviews section. If you approve a claim in error and want to reclaim the points, you will need to manually adjust the patient's balance from their profile in the Clients section.

Uploading member results without both photos The Add Member Result form requires both a Before image and an After image. The Add Result button remains disabled if either is missing. Prepare both photos before opening the form.