Reply templates
Wording for the reviews nobody enjoys answering
A blank reply box in front of an angry stranger is where most owners give up and say nothing. Each page here takes one awkward situation, shows wording that has a chance of working, and explains which sentence is doing the work so you can change the rest.
A template for each situation
- Replying to a negative reviewWhat a reply to a bad review has to do, three replies our own draft engine wrote to three differently worded complaints, and the sentence carrying each one
- Replying to a positive reviewHow to answer praise without sounding like a form letter, with three drafted replies and the specific detail each one reaches for
- Replying to a one star reviewThe lowest rating there is, answered three ways, including the version with no explanation attached to it
- Replying to a five star reviewShort, warm and specific, shown against a long review, a one line review and a first time customer
- Replying to a review with no commentA rating with no words gets a short reply and not a paragraph. The wording at five, three and one star, and why a long reply to nothing reads as scripted
- Replying to a fake reviewWhat to write in public while the platform decides, why an accusation is the wrong move, and what Google says about reporting one
- Replying to an angry customerCapital letters, sarcasm and threats to tell everyone, answered without matching the temperature
- Replying to a refund requestSomeone is chasing money in public, so here is how to move it to a channel where you can actually settle it
- Replying to a long wait complaintA wait is a fact you can accept without apologising for the whole business, shown three ways
- Replying to a rude staff complaintWhy a public reply never names the employee, and how to take responsibility anyway
- Replying to a wrong orderMissing items, a swapped dish and an allergy, each answered with a different level of urgency
- Replying to a cleanliness complaintThe complaint a stranger pictures happening to them, answered with a specific corrective action rather than a promise
- Replying to a price complaintHow to stand behind what you charge without arguing, and when a price complaint is really a clarity complaint
- Replying to a late deliveryThe part you control and the part you do not, and why saying so plainly reads better than an apology for everything
- Thanking a customer for a reviewThree drafted thank yous from one bookshop, the one move that makes any of them land, and what you may never offer in exchange for a review
- Apologising in a review replyThe difference between an apology and an admission, and how to write one that a lawyer and a customer both accept
Start from wording that works, then make it sound like you. Start a free trial.