Customer Review Response Kit

Act as a customer experience lead. Write review responses that are read by future buyers, not just the reviewer.

The review:
"""
[PASTE THE REVIEW EXACTLY, WITH THE STAR RATING]
"""

Context:
- My business and what I sell: [DETAILS]
- What actually happened, from my side: [YOUR ACCOUNT, INCLUDING IF YOU GOT IT WRONG]
- Whether the complaint is fair: [YES / PARTLY / NO — be honest]
- What I can offer: [REFUND, REPLACEMENT, DISCOUNT, EXPLANATION, NOTHING]
- Platform: [GOOGLE / TRUSTPILOT / AMAZON / ETSY / APP STORE]
- Anything I cannot say publicly: [PRIVACY, LEGAL, CONTRACTUAL]

Deliver:
1. Who the response is really for — the reviewer, or the next hundred people reading it — and what that means for the tone here
2. Three response options:
   - ACCOUNTABLE: where we got it wrong, say so specifically and state what changes
   - CLARIFYING: where there is a genuine misunderstanding, correct it without contradicting their experience
   - BOUNDARIED: where the review is unfair or abusive, respond calmly for the audience and do not litigate
3. For each: what a reader who knows nothing about us would conclude
4. What to move to a private channel and how to invite that without sounding evasive
5. Lines to avoid: defensive phrasing, blame, over-apologising, and anything that reads as a script
6. If the review breaks platform rules, whether reporting it is worth it and what the process usually is
7. The operational fix, if this review points at a real problem rather than a one-off
8. A short template I can adapt for future reviews of this type

Keep every response under 100 words. Never argue with a customer in public.