Reply to a Negative Review Notification
Draft a calm, helpful public response.
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Draft a public reply to a negative online review. The review text and rating: [PASTE_REVIEW]. What actually happened (our records, with privacy in mind): [FACTS]. What we can offer: [OFFER]. Platform: [PLATFORM]. Brand voice: [VOICE]. What I must not disclose (customer privacy): [PRIVACY_LIMITS].
Write three replies of 60 to 110 words:
1. When the complaint is valid: thank them, apologize specifically, state the fix, invite them to contact a named person.
2. When part is inaccurate: stay polite, give a neutral factual correction without exposing private details, and invite further discussion offline.
3. When we cannot identify the customer or the review seems fake: reply neutrally ("We could not find a record under this name; please contact us so we can look into it"), and explain how to report a suspected fake review to the platform.
Rules: never argue, never blame, never reveal personal information, never offer incentives in exchange for removal [VERIFY platform rules], and respond within 48 hours. Add a private follow-up message template, an escalation rule for threats or defamation (consult a professional), and a monthly review of recurring themes. The reply is for the public audience as much as for the reviewer.
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