# Review reply examples

How to reply to a customer review, by situation.

- [How to reply to a negative review about price](https://reviewnudge.app/replies/negative-review-about-price/) (negative): Write the reply for future customers: thank the reviewer, explain briefly and calmly what the price covers, and never offer a discount in public. (markdown: https://reviewnudge.app/replies/negative-review-about-price.md)
- [How to reply to a review about a long wait](https://reviewnudge.app/replies/long-wait/) (negative): Say sorry for the wait itself, acknowledge the delay the customer describes without arguing about minutes, and thank them for anything they liked. (markdown: https://reviewnudge.app/replies/long-wait.md)
- [How to reply to a review that names a member of staff](https://reviewnudge.app/replies/staff-named/) (negative): Reply to the experience rather than the person: leave the employee's name and anything about their performance out, apologise for how the visit felt, and take the details offline. (markdown: https://reviewnudge.app/replies/staff-named.md)
- [How to reply to a review saying you didn't turn up or cancelled](https://reviewnudge.app/replies/no-show/) (negative): If you really did miss the appointment, apologise plainly and own it; if your records say otherwise, check them first and state the difference calmly, without accusing anyone. (markdown: https://reviewnudge.app/replies/no-show.md)
- [How to reply to a one-star review with no text](https://reviewnudge.app/replies/one-star-no-text/) (negative): There's nothing to answer, so don't guess what went wrong: check your records, then post a short, calm reply inviting the person to tell you what happened, or leave it. (markdown: https://reviewnudge.app/replies/one-star-no-text.md)
- [How to reply to a review you think is fake](https://reviewnudge.app/replies/suspected-fake-review/) (negative): Check your records, report the review to Google if you believe it isn't based on a real experience, and meanwhile post a short, calm reply saying you can't find a record of the visit. (markdown: https://reviewnudge.app/replies/suspected-fake-review.md)
- [How to reply to a review from a competitor posing as a customer](https://reviewnudge.app/replies/competitor-posing-as-customer/) (negative): Report it to Google if you have real grounds, since posting on a competitor's listing breaks its policy, and keep your public reply short and neutral without naming the rival. (markdown: https://reviewnudge.app/replies/competitor-posing-as-customer.md)
- [How to reply to a review written in another language](https://reviewnudge.app/replies/review-in-another-language/) (negative): Make sure you understand the review properly first, then reply briefly and simply, in their language only if a fluent speaker can check the wording. (markdown: https://reviewnudge.app/replies/review-in-another-language.md)
- [How to reply to a rude or abusive review](https://reviewnudge.app/replies/rude-or-abusive-review/) (negative): Report reviews that break Google's rules on profanity, harassment or unfounded criminal allegations, and if there is a real complaint inside the rudeness, answer that part calmly and ignore the abuse. (markdown: https://reviewnudge.app/replies/rude-or-abusive-review.md)
- [How to reply to a review complaining about your policy](https://reviewnudge.app/replies/complaint-about-a-policy/) (negative): Explain the reason for the rule in a sentence, acknowledge how it felt, own it if the rule wasn't made clear, and never make an exception in return for a changed review. (markdown: https://reviewnudge.app/replies/complaint-about-a-policy.md)
- [How to reply to a negative review after you have already refunded](https://reviewnudge.app/replies/review-after-refund/) (negative): Mention the refund or fix only if it's true and confirmed, leave out the amount and anything private, and never ask for the review to change in return. (markdown: https://reviewnudge.app/replies/review-after-refund.md)
- [How to reply to a mixed review](https://reviewnudge.app/replies/mixed-review/) (mixed): Thank them for the specific thing they liked and deal with the specific thing they didn't, in about a sentence each, without over-promising. (markdown: https://reviewnudge.app/replies/mixed-review.md)
- [How to reply when a customer updates their review after you fixed the problem](https://reviewnudge.app/replies/updated-review-after-fix/) (mixed): Thank them briefly for coming back, edit your earlier reply so it still makes sense, and if the update is worse, treat it as a fresh review. (markdown: https://reviewnudge.app/replies/updated-review-after-fix.md)
- [How to reply to a short positive review](https://reviewnudge.app/replies/positive-short/) (positive): Keep it short and warm: thank them, mention one real detail if you know the job, sign with your name, and don't paste the same line under every review. (markdown: https://reviewnudge.app/replies/positive-short.md)
- [How to reply to a long, detailed positive review](https://reviewnudge.app/replies/positive-detailed/) (positive): Show you read it by picking up one or two specifics, say thank you, keep it much shorter than theirs, and ask permission before reusing it anywhere. (markdown: https://reviewnudge.app/replies/positive-detailed.md)
- [How to reply to a positive review from a regular customer](https://reviewnudge.app/replies/repeat-customer-praise/) (positive): Thank them warmly and say you're glad to see them again, but keep out details they didn't share and never offer a reward in the reply. (markdown: https://reviewnudge.app/replies/repeat-customer-praise.md)