Write a public response to the customer review below on behalf of [BUSINESS NAME]. Review: [CUSTOMER REVIEW] Channel and rating: [PLATFORM AND RATING] What actually happened and what we can do: [CASE FACTS AND APPROVED REMEDY] Brand voice: [BRAND VOICE] Contact route for follow-up: [FOLLOW-UP CONTACT] First, identify the review's main concern, any secondary concern, and the customer's desired outcome. Then write one ready-to-post response of 80–140 words. Requirements: 1. Open by acknowledging the customer's specific experience. For a negative review, apologize for the experience without admitting facts we cannot verify or assigning blame. 2. Address the concrete issue in the review, such as a delayed order, billing confusion, product defect, service interaction, or missed expectation. Do not use vague lines such as "we value your feedback" unless followed by a relevant action. 3. State only the remedy, investigation, or next step that is approved in the case facts. Never promise a refund, replacement, turnaround time, policy exception, or internal action that is not supplied. 4. Move account-specific details, order details, and personal information to the private follow-up route. Do not ask the customer to post them publicly. 5. Match the rating and tone: thank positive reviewers specifically; acknowledge mixed feedback without becoming defensive; keep negative replies calm and practical. 6. End with one clear invitation or instruction for resolving the matter. Output only these sections: "Customer issue," "Response," and "Internal note." Make the internal note one sentence naming any detail support staff must verify before posting. Before answering, check that every factual claim and offered remedy is supported by the supplied facts. Flag wording that could sound defensive, expose private information, or create an unapproved commitment. Ask up to 3 clarifying questions only if a required input is missing.
Fill in
| Placeholder | What to enter | Example |
|---|---|---|
| [BUSINESS NAME] | Enter the company, location, or team name that will appear in the response. | Harbor Street Bakery |
| [CUSTOMER REVIEW] | Paste the review exactly as posted, including the relevant details and tone. | My birthday cake was ready 45 minutes late and the inscription was misspelled. Staff were polite, but the delay made us late for dinner. |
| [PLATFORM AND RATING] | Enter the review platform and star rating, such as Google, 2 stars. | Google, 2 stars |
| [CASE FACTS AND APPROVED REMEDY] | List verified facts, relevant policy, and the remedy or next action the team has approved. | Order was delayed during a mixer repair. Manager confirmed the spelling error. We may offer a remake credit of up to $45 after the customer contacts us. |
| [BRAND VOICE] | Describe the response style, such as warm and concise or formal and service-focused. | Warm, accountable, and plainspoken |
| [FOLLOW-UP CONTACT] | Enter the approved email address, phone line, or instruction for private follow-up. | Email [email protected] with the order date and name |
How to use
- Paste the review exactly, then add only facts your team has verified.
- State the remedy ceiling and policy limits so the draft cannot offer more than you authorize.
- Check the public reply for private order details, legal admissions, and promises of timing before posting.
- For a revision, send: "Make this 70 words, retain the approved $45 remake credit, and sound less formal."
Variations
Positive review
Use this for a five-star review that deserves a specific thank-you without sounding automated.
Write a 45–70 word public reply from [BUSINESS NAME] to this positive review: [REVIEW]. Mention one specific detail the customer praised, thank them naturally, and invite an appropriate next visit or use without offering a discount. Voice: [BRAND VOICE]. Output one reply only. Check that the wording does not claim facts beyond the review or repeat the customer's personal information. Ask up to 3 questions only if a required input is missing.
Policy-bound complaint
Use this when a customer requests something your policy does not allow.
Draft an 80–120 word public response from [BUSINESS NAME] to this complaint: [REVIEW]. Our verified facts are [FACTS], and our applicable policy is [POLICY]. Acknowledge the inconvenience, explain the boundary in plain language without quoting policy at length, offer only this approved alternative: [ALTERNATIVE], and direct the customer to [CONTACT]. Output a response and a one-sentence internal risk note. Check that no exception, refund, or liability is implied. Ask up to 3 questions only if required information is missing.
Private follow-up
Use this after a public reply when support needs the details to investigate.
Write a private support message to a reviewer from [BUSINESS NAME]. The public review said: [REVIEW]. We need these details to investigate: [DETAILS NEEDED]. The next action we can offer is [APPROVED NEXT ACTION]. Keep it 90–130 words, respectful and direct. Explain why each requested detail is needed, avoid asking for payment information by email, and set no timeline unless one is provided. Output a subject line and message. Check that all commitments are approved. Ask up to 3 questions only if a required input is missing.
Tips
- Respond to the issue the customer named, not to an imagined version of the complaint; a delayed order and a rude interaction require different acknowledgments.
- Keep public replies free of order numbers, email addresses, medical details, and payment information, even when the reviewer includes them.
- Give the model a remedy boundary such as a credit limit or approved policy path; otherwise it may invent a generous resolution.
- For recurring complaints, preserve a small approved response library but customize the first two sentences to the review's facts.
FAQ
Should I respond to every negative review?
Usually respond when you can acknowledge the concern and state a meaningful next step. Do not debate the reviewer publicly or reveal account details to correct the record.
Can AI decide what compensation to offer?
No. Give it an approved remedy and policy limits, then have a person with authority decide exceptions.
How long should a review response be?
Most public replies work best at 80–140 words. The customer should be able to see acknowledgment, action, and a private route to resolution quickly.