Public review response template
Use this template when a customer leaves a negative review, marketplace complaint, app-store comment, or map listing review that needs a calm public answer. The reply should show future customers that the business is listening while keeping private order, account, refund, and delivery details out of the public thread.
Template
Thank you for sharing this feedback. I am sorry the experience did not meet expectations. We would like to review the details through our private support path so we can check the case carefully and follow up with the right next step. Please contact us through [support channel] with [safe identifier], and we will review the situation without posting private account, order, or payment details here.
Short version
Thank you for the feedback. I am sorry the experience was frustrating. Please contact us through [support channel] so we can review the details privately and follow up with the appropriate next step.
Before sending
- Do not publish order numbers, phone numbers, email addresses, addresses, refund amounts, tracking numbers, or internal notes.
- Do not argue with the reviewer or blame the customer in public.
- Do not promise compensation, refunds, replacements, or policy exceptions unless they are already approved.
- Use a private support path for account-specific details and keep the public reply short.
When to adjust the wording
If the review is positive, keep the reply brief and specific without sounding automated. If the review is neutral, thank the customer and mention the improvement path. If the review is negative, acknowledge the issue, avoid private facts, and move the detailed review into a private channel. For marketplace seller replies, keep any required platform wording exactly as written in the facts field.
A public review response is not just a customer support reply. It is visible brand communication for future buyers, so privacy and tone matter as much as the immediate answer.