How to reply to customer reviews

Public or private

Choose who the reply is for

• Reply in public when the answer helps other shoppers: a fix, a sizing tip, or what you changed.
• Reply in private when you need order details or want to arrange a refund or replacement.
• You can do both: a short public reply saying you have been in touch, and the details in private.

Steps

Answering a negative review

1. 01

   Thank them and name the problem

   Show you read the review by restating the issue in one line.

2. 02

   Explain without arguing

   Give facts that help other shoppers. Do not question the customer's experience.

3. 03

   Offer a next step

   Say how you will make it right, or how to reach you.

4. 04

   Keep it short

   Three or four sentences. Edit the drafted reply so it sounds like your store.

Never include

Keep replies safe

• Order numbers, addresses, phone numbers or email addresses.
• Discount codes in public replies.
• Anything you would not want a future customer to read.