Review Response Generator

In short A reply to a review is written for the people reading it later, not for the reviewer — which is what makes it worth doing at all. For a positive review, be specific about what they mentioned and keep it short; a templated thank-you on fifty reviews reads worse than no reply. For a negative one, the sequence that works is: thank them, acknowledge the specific thing that went wrong, apologise for the experience without arguing about the facts, say what you are doing about it, and move the details to a private channel. Two things must never appear in a public reply: a dispute about what happened, and any customer detail. Correcting a reviewer's account in public reads as defensive even when you are right, and revealing that someone was a customer on a given date can breach privacy law. For an unfair or false review, reply once, factually and briefly, and use the platform's reporting process. Arguing in public makes a single bad review into a thread.