Templates to reply to good and bad reviews online

Template: reply to a review about not receiving a reply from your company

Hello {First name}, we're sorry about the delay, this is definitely not up to our usual standards. We have replied as of yesterday (January 6th).¹ Let us know in the ticket if you have any other questions.²

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1. Simply apologize for the delay. Mention when you replied to reassure others reading the reviews you will reply.
2. Offer to answer any other questions to show you genuinely care about helping your customers.

Template: reply to a review about a delay in processing a refund

Hello {First name}, we're really sorry about the delay. We know how worrying it can be to wait.¹We have processed your refund today (January 6th), they usually show up on accounts within 3-5 business days.²If you have any other questions, let us know in the ticket. We're ready to help.³

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1. Apologize for the delay and show you understand how worrying it can be.
2. Say you processed the refund and the timeframe it typically takes to appear so others reading the review are reassured you will process refunds.
3. Offer to answer any other question they may have to show you're ready to help.

Template: reply to a review about a rejected refund or return claim

Hello {First name}, we know how disappointing it can be when something like this happens.¹ We have carefully reviewed the photos you shared and it looks like the spots were caused by a product. We want our customers to enjoy our bags as much as possible and for wear and tear, we offer in-house repairs for a fee. ² We hope we can figure out a solution for you.³

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1. Sympathize with how your customer might be feeling, even if it's not your fault.
2. Reshare what you explained to them so others reading can understand what happened.
3. Offer a solution if possible, even if it is paid, to reassure others reading that even if something happens, there will usually be a way to fix it.

Template: reply to a review with inaccurate details

Hello {First name}, we took a look and replied 3 days ago on January 6th.¹ Can you check your email and possibly spam? We understand emails can get lost sometimes. ² We sent another reply just now to bump it to the top of your inbox.

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1. Briefly share what actually happened.
2. Ask them to check if needed and offer an explanation for why they may have missed or misunderstood what you did to give them an out so your message doesn't seem accusatory.

Template: reply to a positive review

Hello {First name}, it means a lot to hear this. Glad you're enjoying the Alyia!¹ We have TVs that rotate through customer reviews so our team will see your message :)²

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1. Acknowledge the compliment and show you appreciate it so your customer feels it was worthwhile they took the time to.
2. Mention some way the message will be shared with your team so they feel good what they said will have an impact.

Template: reply to a review about a mistake you made

Hello {First name}, we're really sorry we had to cancel your order.¹ We made a mistake and incorrectly priced the bag you bought. As a business, we have to balance keeping our customers happy while being sustainable financially.² We hope you'll accept the coupon code we sent to make up for this.³

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1. Apologize sincerely and acknowledge the mistake you made to take responsibility.
2. Explain why it happened or why you would not be able to reverse it.
3. Offer something small to make up for it if possible as a gesture of goodwill.