A negative review isn't the end of the sale. Future customers read your reply as closely as the review itself. Here's a simple way to respond.
Four parts
Use four parts. Thank them for the feedback. Acknowledge the specific problem, in their words. Say what you'll do about it. And take the details to email, so order information stays private.
- Thank them
- Name the specific problem
- Say what you'll do
- Move the details to email
Defensive versus helpful
Here's the difference. The first reply is defensive, and tells shoppers you argue with customers. The second shows you listened, and that you fix things.
| Defensive | Helpful |
|---|---|
| Our size chart is on the product page. Please read it before ordering. | Thanks for telling us. Sorry the medium ran small. We've emailed you a free exchange. |
Do and don't
Reply quickly, within a day or two if you can. Don't copy and paste the same line under every review. And never offer a refund in exchange for changing a review. Fix the problem, and let the customer decide.
- ✅ Reply within a day or two
- ❌ The same pasted reply every time
- ❌ Refunds in exchange for a better review
Doing this at scale
One reply fixes one review. The pattern behind it fixes the product. ReviewLens groups your reviews into themes, and ranks the problems that come up most, with the customer quotes behind each one. See ReviewLens.