4 replies you can copy
Four replies for four common complaints. Each one names the problem and offers a next step you can really take. Replace every [BRACKET] with a real fact.
- The order came lateHi [FIRST NAME], thank you for telling us. Waiting [NUMBER] days is longer than we say on the product page, and I am sorry. I have looked at order [ORDER NUMBER]: [WHAT HAPPENED, ONE FACT]. Please email [EMAIL] so I can [NEXT STEP]. [YOUR NAME], [STORE NAME]
- It arrived damaged or wrongHi [FIRST NAME], I am sorry the [PRODUCT] arrived [DAMAGED OR WRONG]. That is not what we want you to open. Please email [EMAIL] with your order number and a photo, and I will [WHAT YOU WILL DO]. [YOUR NAME], [STORE NAME]
- The product did not meet their hopesHi [FIRST NAME], thank you for the honest review. You expected [WHAT THEY EXPECTED] and found [WHAT THEY FOUND]. I am sorry about that. If the page was not clear, we will fix it. Please write to [EMAIL] and I will help with [NEXT STEP]. [YOUR NAME], [STORE NAME]
- You cannot find the orderHi, I am sorry about your experience. I cannot find an order under this name. Could you email [EMAIL] with your order number or the email address you used? I would like to look into it. [YOUR NAME], [STORE NAME]
What to avoid
- Do not argue or correct the customer in public. Others read the tone, not the facts.
- Do not put private details in a public reply: the full order, an address, an email address.
- Do not offer a refund or credit in public unless you have decided to. Keep the details for the private message.
- Do not paste the same reply under every review. Change the first line to match what they said.
- Do not ask them in public to delete the review. Fix the problem first, and never offer something in return.
What the free tool adds
It is free. Start there.
Review Reply Drafter
What you give it: One review, a few, a file from your review app, or the address of a public review page.
What you get: A reply for each review, matched to its tone. An unhappy customer gets an apology for what happened, one next step and an invitation to talk privately. It never offers a refund, credit or discount you have not approved: it leaves a gap for you. It flags the reviews that need you first, such as an injury, an allergic reaction, or a legal or chargeback threat.
Questions people ask
Should I reply to every negative review?
Yes, if you can do it calmly. A short reply shows the next buyer how you treat people. If you are angry, wait a day.
How long should the reply be?
Three or four sentences. Thank them, say sorry for what happened, give one next step, give a way to reach you.
Should I offer a refund in the reply?
Only if you have already decided to. Say that you will help, and give the details in a private message.
What if the review is not true?
Stay polite. Say you cannot find the order and ask them to write to you. Let the facts come out in private.
What about a review about an injury or a legal threat?
Do not reply on the spot. Decide what to say first, and get advice if you need it.