Why you shouldn’t leave the review unanswered
A negative review with no reply suggests nobody reads the listing. A calm reply gives the image of a business that listens. The reader doesn’t only judge the criticism: they judge how you answer it.
You aren’t replying to convince the author, who has often moved on. You are replying for the future customers who are reading.
The three-step method
- 1
Wait until the first reaction passes, then read the review again looking for what is true in it.
- 2
Reply in two to four sentences: say thank you, acknowledge what didn’t work, with no detail about the person or the order.
- 3
Offer a concrete next step: a contact to talk about it away from the page. Don’t promise anything you can’t keep.
If you couldn’t find the person or the order, say so politely and ask for a way to talk.
Template: a fair criticism
“Hello [first name], thank you for taking the time to write to us. You are right to point out [problem]: it is not what we want to offer. We are talking about it with the team. If you wish, write to us at [contact] so we can look at it together.”
Acknowledging what is right is stronger than justifying yourself. Readers remember the maturity of the reply.
Template: you can’t find the person
“Hello [first name], thank you for your message. We could not find your visit in our records and we would like to understand what happened. Could you write to us at [contact]?”
Stay neutral: don’t say the person is lying. If the review looks fake to you, read the guide on unfair or fake reviews.
Template: a low rating with no comment
“Hello [first name], thank you for your feedback. We are sorry your experience was not up to scratch. If you want to tell us what went wrong, write to us at [contact]: we will take the time to read you.”
A rating alone can’t always be dealt with, but your reply shows you take the remark seriously.
What is better avoided
Replying in the heat of the moment, accusing the customer of lying, giving details about their order or file, pasting the same reply under every criticism, promising compensation in public.
If the review contains insults or hateful remarks, report it to Google rather than replying in the same tone.
Go further
Our tool offers ready-made replies for positive, negative and unfair reviews, with the customer’s first name and your business name filled in for you. Free, no account.
See the reply templates