Reply to comments on a post

I need to reply to comments on yesterday’s product post for Wild Reed candles. Reply to the four recent comments: thank each person by name where given, answer two product questions with short specifics on burn time and scent notes, and ask one commenter if they want a link in DM. Do this within the next hour and mark any comment that needs a follow-up DM.

Before I reply to comments on the Wild Reed post, make responses easy to act on: surface the burn-time number in the first sentence, use the commenter’s name, and for people asking for prices prompt them to DM for a promo code. Flag comments that are complaints needing escalation and any that ask for personal information.

A commenter on Wild Reed’s candle post just said their candle cracked and wants a refund. The product lead, Jenna, is defensive and wants to reply quickly; legal asks for records. I don’t know whether to offer a refund publicly, ask for order details privately, or escalate. What is the likely best first reply that calms the customer and preserves options?

We keep answering all product questions in public comments for Wild Reed and sometimes reveal shipping or refund policies that create more follow-up work. It wastes time and increases legal risk. Recommend one clear habit to change about which comments to answer publicly versus in DM, and a short script for redirecting sensitive questions.