Reply to a negative customer review
A public reply that takes the complaint seriously, fixes what can be fixed, and reads well to future customers. Includes a private follow-up message.
By Hannah LindgrenVersion 1Updated 7 Oct 2026
Prompt
Help me reply to a negative review of my business.
My business: {{business}}
What actually happened, from our side: {{our_side}}
What I can offer to put it right: {{remedy:an apology and a way to contact us directly}}
Write a public reply that:
- Addresses the reviewer by name if they gave one, and thanks them without sounding scripted.
- Names the specific problem they raised, so it is clear someone read the review.
- Apologizes once, plainly, for what we got wrong. If we did nothing wrong, acknowledge their frustration without admitting to something that did not happen.
- Says what we are doing about it, or what we have already changed.
- Offers a direct way to continue the conversation privately.
- Is under 100 words.
It must not:
- Argue, correct the customer point by point, or blame them or our staff.
- Use stock lines such as "we strive for excellence" or "your feedback is important to us".
- Reveal anything private about the customer or their order.
- Promise anything I did not say I can offer.
Remember who else reads this: future customers deciding whether to trust us. The reply should show them how we handle problems.
Then write a short private message to send if the customer gets in touch, with the specific remedy.
If the review looks fake, abusive, or about a different business, say so and suggest a brief, neutral reply instead.
The review:
{{review}}Use this prompt
Result
Help me reply to a negative review of my business.
My business: {{business}}
What actually happened, from our side: {{our_side}}
What I can offer to put it right: an apology and a way to contact us directly
Write a public reply that:
- Addresses the reviewer by name if they gave one, and thanks them without sounding scripted.
- Names the specific problem they raised, so it is clear someone read the review.
- Apologizes once, plainly, for what we got wrong. If we did nothing wrong, acknowledge their frustration without admitting to something that did not happen.
- Says what we are doing about it, or what we have already changed.
- Offers a direct way to continue the conversation privately.
- Is under 100 words.
It must not:
- Argue, correct the customer point by point, or blame them or our staff.
- Use stock lines such as "we strive for excellence" or "your feedback is important to us".
- Reveal anything private about the customer or their order.
- Promise anything I did not say I can offer.
Remember who else reads this: future customers deciding whether to trust us. The reply should show them how we handle problems.
Then write a short private message to send if the customer gets in touch, with the specific remedy.
If the review looks fake, abusive, or about a different business, say so and suggest a brief, neutral reply instead.
The review:
{{review}}Still to fill in: business, our_side, review
Test run
Fill in business, our_side, review to run it. A blank input would spend a test run on a prompt with holes in it.