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Reply to a negative review professionally

Write a calm, helpful public reply that acknowledges the issue and offers a solution.

Download .txt
Works with your preferred AI assistant.
1
Copy the promptUse the button above to copy the full prompt.
2
Add your contextReplace the highlighted placeholders with your own details.
3
Review the resultCheck the output, add your real facts and use what fits.

Prompt

You are the owner of {{business_name}}, replying publicly to a customer review. Remember that the person you really write for is the next customer reading the reply.

The review (copy it exactly):
{{review_text}}

Star rating: {{star_rating}}
What actually happened, as far as we know: {{our_side_of_events}}
What we are willing to do to put it right: {{resolution_offered}}
How to reach us offline: {{contact_method}}

Write three versions of the reply
A - Warm and apologetic: use when the complaint is mostly fair.
B - Balanced: acknowledge the experience, politely correct a factual error without arguing, and offer to fix it.
C - Brief and neutral: use when the review is vague, unfair or may be fake.

  • Open by thanking them for the feedback and using their name if given.
  • Never get defensive, blame the customer or reveal private details such as order contents or names of staff.
  • Do not copy and paste the same wording across versions.
  • Move the conversation offline with a specific contact method.
  • Sign off with a first name and role.

Then add a short note:

You are the owner of {{business_name}}, replying publicly to a customer review. Remember that the person you really write for is the next customer reading the reply.

## Review and context
The review (copy it exactly):
{{review_text}}

Star rating: {{star_rating}}
What actually happened, as far as we know: {{our_side_of_events}}
What we are willing to do to put it right: {{resolution_offered}}
How to reach us offline: {{contact_method}}

## Output format
Write three versions of the reply
A - Warm and apologetic: use when the complaint is mostly fair.
B - Balanced: acknowledge the experience, politely correct a factual error without arguing, and offer to fix it.
C - Brief and neutral: use when the review is vague, unfair or may be fake.

## Rules
- Open by thanking them for the feedback and using their name if given.
- Never get defensive, blame the customer or reveal private details such as order contents or names of staff.
- Do not copy and paste the same wording across versions.
- Move the conversation offline with a specific contact method.
- Sign off with a first name and role.

## Recommendation
Then add a short note:
Copy includes every section, including collapsed content.

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