Future customers often read the critical reviews first, and they read your replies. A good reply doesn't change the review, but it shows how you handle a problem.
How to build a good reply
- Say thank you. The customer has taken the time to tell you.
- Acknowledge the experience. Briefly repeat what went wrong, so the customer can see you've read it.
- Apologise where it's reasonable. Without explaining it away.
- Say what you're doing. Be specific, e.g. that you've spoken to the courier or changed a routine.
- Offer a way forward. Ask the customer to write to you so you can resolve the matter. Give the email or phone number of your customer service, not the customer's.
What to avoid
- Writing order numbers, addresses, phone numbers or other information about the customer. That's personal data, and it must not be in the reply.
- Discussing details publicly or calling the customer dishonest.
- Copying the same reply to everyone. Feel free to use a template, but adjust it each time.
- Advertising and discount codes in the reply.
- Promising something in return for the customer changing the review. That isn't allowed.
Reply quickly
A quick reply shows that you're listening. The Negative tab in Reviews shows the reviews with 1 and 2 stars, and on Overview you see Replies to negative · 90 days with the target of 80%. Your reply rate on negative reviews and your typical response time are also shown on your profile under How they reply.
Example
Hi Mette. Thank you for letting us know, and sorry that the parcel arrived a week late. We've spoken to our delivery company about deliveries in your area. Write to us at customer service and we'll find a solution.
When the matter is resolved
If you've resolved the problem with the customer, you can ask the customer to look at the review again. Read Ask the customer to update. It's the customer who decides whether the review should be changed.
If the review breaks the guidelines, e.g. because it contains threats or personal data, report it instead of arguing in the reply. Read the guidelines for businesses.