💬How do I manage complaints and suggestions?

All guest messages (from the menu, the order page and low ratings) land in "Complaints & suggestions" in your dashboard, with the order number when there is one. They’re private and never published.

Publishing is your call: if the guest allowed it, you get a “Publish on my page” button — suggestions and praise right away, complaints once you’ve replied — and it shows with your reply on your menu under “📣 Complaints & suggestions”. You can remove it any time, can’t edit the guest’s words, and urgent ones are never published.

Urgent complaints (allergy, something foreign in the food…) jump to the top with a red frame and a sound alert — contact the guest right away.

Write your reply and tap "Send reply & close": the guest sees it on their follow-up link and gets a notification if they’re a member. You can add a make-good code (10–30%) tied to their number, single use within 30 days.

Above the inbox you see this month’s top complaint topic and your average reply time. Urgent complaints left unanswered for 24 hours are visible to the Menova team.