Respond to reviews and ratings

A customer left a one-star review about a delayed order on our page this morning. Reply to the review, apologize, offer to make it right, and ask them to DM their order number so we can resolve it. Keep the tone personal and calm, and do not promise refunds without checking with Erin in operations first. Send this reply now.

Before I respond to negative reviews on our page, surface the facts a reviewer needs to trust us: show the expected delivery window, state our normal remedy options, and flag phrases that could make a reviewer escalate. Rewrite a template that puts the solution up front, keeps the apology short, and ends with a clear private next step for the reviewer to take.

The reviewer says their order arrived late and gave us one star. I can’t see the order number in the public text and I’m worried our standard apology will sound generic and trigger a public argument. What’s the most likely next move that calms the customer but preserves our right to check the order before offering a refund, and exactly what sentence should I post now to get them to DM the order number?

Over the last six months our public review replies keep extending disputes instead of ending them. We lose time chasing facts and Erin in operations loses trust in our promises. Which two reply habits should I change to reduce escalations and speed resolution, and give one short template to use for all low-to-mid severity complaints.