Use this article to open the review feed, understand what each review card shows, narrow the feed down with filters and search, browse customer photos and videos and report a review or image that breaks a platform's rules.
Where to find your reviews in GEM
Click Reviews in the left sidebar.
Select Feedback management.
Feedback management has three sub-tabs:
All Reviews: every review, whatever its response status
Needs Response: reviews waiting for your reply, with the count shown in the tab
Responded: reviews you've already replied to
Note: Anyone in GEM can browse reviews, including Viewers. You only see reviews for the stores assigned to you, so if reviews you expect are missing, check your store access first. Replying to a review needs the Reply to reviews permission. See Managing users, permissions and store access.
Which review platforms appear in your feed
GEM brings reviews from the sources connected to your account into a single feed. Each source behaves differently once a review arrives.
Platform | What it covers | Where the review appears | Rating type | Time to post publicly |
DoorDash | Reviews from customers who ordered through DoorDash Marketplace. Often mention food quality or the delivery experience. | DoorDash app and website | Emoji ratings (Loved, Liked, Didn't like) | Within minutes |
Reviews from your Google Business Profile. | Google Search and Google Maps | Star ratings (1 to 5) | 2 to 24 hours | |
GEM Survey | Private feedback collected through GEM's own customer survey. | Private — only visible in GEM | Star ratings (1 to 5) | Not applicable, it stays private |
Yelp reviews appear when a Yelp connection is in place for your account. Facebook review availability varies by account — contact DoorDash Support at oosupport@doordash.com to ask whether Facebook reviews can be connected for your business.
Google reviews that came from a GEM Survey
Some customers who complete a GEM Survey go on to post a review on Google. When that happens, the Google review appears in your Feedback management feed with a GEM solicited review badge, so you can tell which of your public Google reviews your surveys are driving.
To open the survey response behind the review, click See GEM survey at the bottom of the review card. The linked survey carries the note "This GEM survey generated a Google review".
What each review card shows
Field | What it shows |
Reviewer name | The customer's name or username |
Sentiment | A Positive or Negative label, from GEM's analysis of the review |
Rating | Stars (1 to 5), or DoorDash emoji ratings (Loved, Liked, Didn't like) |
Date and time | When the review was posted |
Platform | Which source the review came from, so you know where it's publicly visible |
AI Summary | A short generated summary of the review's main points |
Review text | The full text of what the customer wrote |
Themes | Identified topics, such as "Food quality: Overall taste" or "Service: Staff friendliness" |
Location | Which store the review is for |
Photos and videos | A thumbnail with a count in the top-right corner of the card when the customer attached media. Click it to open and browse through the images. |
Reviews that have already been answered also show the response type (manual or automated), the date and time the reply was sent and the full reply text.
Note: Photos and videos are only available for reviews received after your business was onboarded to GEM. Media attached to earlier reviews isn't available.
Sentiment and themes are what make the feed searchable for patterns rather than one review at a time. Filtering to negative reviews surfaces recurring problems, and filtering by theme shows whether complaints cluster around food, service or delivery.
Filtering the review feed
Use the filters at the top of the page to narrow the feed:
Filter | What it does |
Date range | Limits the feed to a time period. Defaults to the last 30 days. |
Rating | Star rating (1 to 5), or DoorDash emoji ratings (Loved, Liked, Didn't like) |
Sentiment | Positive or negative reviews, based on GEM's analysis |
Feedback | Reviews with written text, ratings only, or both |
Theme | Identified topics such as Food quality, Service or Delivery |
Store | Narrows to specific locations, which is useful across multiple stores |
Platform | DoorDash, Google or GEM Survey |
Media | Only reviews that include customer photos or videos |
Status | Response status. Available in the All Reviews tab only. |
All responses | Response type, manual or automated. Available in the Responded tab only. |
Because the date range defaults to the last 30 days, a review you remember from a few months ago won't be in the feed until you widen it.
Searching reviews
Type into the search box, then click Search. Search covers review text, reviewer names and reply text.
The metrics above the review feed
The cards at the top of Feedback management update to match the tab you're on, the filters you've set and your date range. Which metrics appear depends on the tab.
Tab | Metrics shown |
All reviews | Total reviews — all reviews received in the selected period |
Needs response | Needs response — reviews waiting for a reply. Response rate — the percentage of reviews with responses. |
Responded | Responded — total reviews with replies. Response rate — the percentage of reviews with responses. Automated response rate — the percentage answered by automated responses. |
Browsing customer photos and videos on the Media page
The Media page collects every photo and video your customers attached to their reviews, across all of your stores, into one gallery. It saves opening reviews one at a time to find images, and seeing photos side by side makes a recurring problem obvious — packaging that keeps arriving damaged, or a dish that doesn't match its menu photo.
Click Reviews in the left sidebar.
Select Media.
Two cards at the top of the page summarize how much of your feedback includes media over the selected date range:
Reviews with photos — the share that include at least one photo.
Reviews with video — the share that include at least one video.
Each card shows a percentage alongside the underlying counts, for example 2,232 of 38,990 reviews, so you can read both the rate and the volume behind it.
Below the cards, media appears as a grid of tiles. Each tile shows the photo, or a video thumbnail with a play icon, plus badges for the review source and rating and the store name and date. Use the pagination controls at the bottom to move through pages and to change how many items appear per page.
Filtering the media gallery
The Media page has its own filter bar:
Date range — limits results to a period.
Rating and Sentiment — focus on positive or negative feedback.
Review source — show media from one platform.
Store and Store group — focus on one location or a group of them.
Theme — filter to reviews tagged with topics like food quality or service.
Order type, Review type and Media type — filter by order channel, review type, or photos versus video.
Search — find media from reviews matching specific text.
Filters combine, so you can narrow to negative reviews with photos at a single store over the last month.
Opening the full review behind a photo or video
Click any tile to open it in a detail view. The detail view shows all of the media from that review in a carousel — use the arrows or the thumbnail strip to move between items — alongside the review itself, including the rating, the customer's comment and any themes.
To open the complete review on its own page, select View full review.
Reporting a review
If a public review appears to break its platform's rules, you can start a report from GEM. The flag takes you to the platform, where you submit the report yourself.
Click Reviews in the left sidebar, then select Feedback management.
Find a review with written text and select the flag at the bottom right of its card. The flag is labeled Report review on hover. It's also on the full review page.
In the new browser tab, follow the platform's instructions to submit your report.
Where the flag takes you depends on the review's source and the link available for it:
Review source | Where the flag can take you |
DoorDash | A DoorDash review reporting form |
A Google review reporting page when available, or the business profile | |
Yelp | The review page when available, or the business listing |
The post when available, or the business page |
If the flag opens a business listing, profile or page rather than the review itself, find the review there before reporting it.
Note: The flag doesn't appear on every review. Reporting has to be enabled for your account and a reporting link has to be available. Rating-only reviews and private GEM Survey reviews don't have a Report review flag.
GEM doesn't submit your report and doesn't receive the platform's decision. After you submit, follow whatever confirmation or status instructions the platform gives you.
Reporting a photo or video
Customer photos and videos are reported separately from the review they're attached to.
Click Reviews in the left sidebar, then select Media.
Open a media tile, then use the arrows or thumbnails to select the photo or video you want to report.
Select the flag on that item, labeled Report media on hover.
In the new browser tab, follow the platform's instructions to submit your report.
You can also report a photo or video from the media viewer on a review card in Feedback management.
Review source | Where the flag can take you |
DoorDash | A DoorDash reporting form |
A photo or video reporting page when available, or the business profile | |
Yelp | The photo page when GEM has a direct link. Otherwise no flag appears. |
Reporting a photo or video from GEM isn't available |
Note: The flag doesn't appear on every photo or video. Reporting has to be enabled for your account and a reporting link has to be available for the item you selected.
As with reviews, GEM doesn't submit the report or receive the platform's decision. To report the review itself rather than one of its images, see Reporting a review above.
Frequently asked questions
Why are reviews I expected missing from the feed?
Three things narrow the feed. The date range defaults to the last 30 days, so older reviews need a wider range. Filters carry over as you move between tabs. And you only see reviews for the stores assigned to you — check your store access in
Settings > Users, or see Managing users, permissions and store access.
What's the difference between the Media page and Feedback management?
Feedback management is where you read and reply to individual reviews. The Media page is a gallery of the photos and videos across those reviews, so you can scan customer images in bulk and spot visual patterns. Opening any item takes you back to the review it came from.
Why is my reviews-with-photos percentage low?
Most customers leave a rating or a written comment without attaching anything, so a small share is normal. The figure reflects how often your customers choose to share images, and a rate that climbs over time is a good sign.
I don't see any media at all. Why?
If the page says "No media yet", none of the reviews in your selected date range include a photo or video. If it says "No media found", your filters are too narrow — select Clear filters to reset them, then widen the date range. Note also that media is only available for reviews received after your business was onboarded to GEM.
Why does a GEM Survey review only appear in the All Reviews tab?
GEM Survey responses can only be answered by email, so a response needs an email address. When the customer didn't leave one, the review shows a "Response not possible" indicator and stays out of the Needs Response tab.
Why can't I reply to a review I can see?
Replying needs the Reply to reviews permission. Viewers can browse the whole feed without being able to answer anything. See Managing users, permissions and store access.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.