Negative review response templates
A reply to a negative review is written for the future customers who will read it later; keep it calm, specific and short.
Fair complaint
Hi [Name], we're sorry about [problem]. [What we fixed.] We'd like to talk directly: [contact]. Thank you for the feedback.Unfair or incomplete review
Hi [Name], thanks for your feedback. [Fact: e.g. our records show the order was delivered on 12 March.] If something went wrong we want to fix it; please contact us at [contact].Not in your records (possibly fake)
Hi, we can't find a [booking / order] under this name. Please contact us at [contact] so we can look into it straight away.Report the review alongside the reply; see our fake review report.
Never
Do not post personal details, order data or health information, and do not argue.
General information, not legal advice. In real cases we work alongside lawyers who specialise in digital rights.
Frequently asked questions
Should we reply to every review?
Reply to every negative review and some positive ones; the reply rate shows prospects you care.