Where to Manage Naver Place Reviews and Customer Questions

Naver Place reviews and customer questions may arrive through different channels. Visitor reviews and reservation or order reviews have separate reply paths, while phone and chat inquiries need their own response plan. Decide who checks each channel and keep key business details consistent so customers receive accurate information.

Naver Smart Place publishes separate instructions for visitor-review replies and reservation or order-review replies. Check the latest help articles for the available features and steps. (Visitor-review replies; Owner reply feature; Reservation and order-review replies)

Keep review replies and inquiries organized

• Visitor reviews: Reply to the review in its own thread, using information you have confirmed about the visit or business.

• Reservation and order reviews: Find the review in the relevant reservation or order service and respond there.

• Phone and chat: Keep frequently requested details current, such as today’s hours, wait times, and whether reservations are available.

One person does not need to handle every message. Make sure everyone covering a channel can check the same facts, including current hours, wait estimates, booking availability, and the process for refunds or changes.

A reply should acknowledge the customer’s experience calmly. If the issue needs follow-up, verify the details and explain the next step.

Before you post a reply

Do not create reviews for visits or purchases that did not happen, or present an incentivized endorsement as independent. If a recommendation involves a discount, free item, or another material connection, check the disclosure guidance for the format and make the relationship clear to readers. (KFTC guidance on endorsement disclosures)

If you believe a review violates platform rules, check Naver’s current reporting or review process. Do not attack the reviewer or reveal personal information in a public reply. Respond to disputed claims with facts you have verified.

A simple response map

Example: a café review about a long wait

Suppose a visitor review says, “I waited 40 minutes on the weekend.” First confirm the current wait policy and what happened. Then reply in that review thread, acknowledge the experience, and add a concise, accurate note about weekend waits. If the café does not take reservations, do not imply that booking guarantees immediate seating.

Several staff members can share phone and chat coverage. Keep a short operations note with current hours, wait information, and booking availability so the answers stay aligned across shifts. Assign someone to follow up on refunds or menu changes, and keep private customer or payment details out of public replies.

If you offer a drink or discount in exchange for a review, check the platform rules and the applicable disclosure requirements. Do not hide the incentive or make a rewarded review look like an independent recommendation. Do not invent visits or pressure customers to change a rating. For reviews that may violate platform rules, follow Naver’s current reporting and review process.

For messages that arrive outside staffed hours, make your response timing clear. Check any automatic reply so it does not suggest that a customer can visit or book immediately when the business is closed.

Once you have set the response channels and shared facts, you can prepare the information to hand over when commissioning a business profile. That is the next article.

References

1. Naver Smart Place owner help, visitor-review replies

2. Naver Smart Place owner help, owner reply feature

3. Naver Smart Place owner help, reservation and order-review replies

4. KFTC guidance on disclosing material connections in endorsements