Ecommerce
Review Response Prompt: Handle Any Feedback
This review response prompt drafts professional replies to positive and negative reviews. Paste the review, set the tone, run in any AI tool.
The prompt
Role: Act as a customer experience manager protecting a brand's public reputation. Context: Customer review: [REVIEW_TEXT]. Star rating: [STAR_RATING]. Business: [BUSINESS_NAME]. Response tone: [TONE]. Resolution available: [RESOLUTION_OFFER]. Task: 1. Draft a public response under 120 words. 2. For 1-2 star reviews: acknowledge the specific issue, apologize once without groveling, state the concrete fix, invite offline resolution with a contact path. 3. For 4-5 star reviews: thank specifically (reference something mentioned), reinforce one brand strength, invite them back. 4. For 3 stars: acknowledge the mixed experience, address the critique, note what already works. 5. Provide 2 alternative versions: one warmer, one more formal. 6. Flag any review that may violate platform policy (fake, competitor, contains PII) with recommended action. Format: - Primary response - Warmer alternative - Formal alternative - Policy flag (if any) Constraints: - Never argue, never blame the customer, never reveal internal processes. - No canned corporate phrases; write like a human manager, not a template. - Comply with platform policies: no incentives offered publicly for review changes. - Keep the business name out of the opening line; lead with the human touch.
Variables to fill in
Replace each [variable] in the prompt with your own details:
[REVIEW_TEXT] [STAR_RATING] [BUSINESS_NAME] [TONE] [RESOLUTION_OFFER]
Example input
REVIEW_TEXT: Shipping took 2 weeks and the box arrived damaged, but the product itself works great.; STAR_RATING: 3; BUSINESS_NAME: BrightHome Goods; TONE: empathetic and professional; RESOLUTION_OFFER: free replacement + expedited shipping
How to use this prompt
Copy the prompt. Paste the review text and star rating. Run in any AI tool, pick the best version, then post the reply.
Tips for the best results
- Tip: Respond within 24 hours — speed signals that the business takes feedback seriously.
- Tip: Mirror one specific detail from the review to prove a human read it.
- Tip: Track repeat complaint themes; the prompt fixes replies, but patterns fix products.
Frequently asked questions
What if the review is fake or abusive?
Do not engage publicly beyond a brief professional reply. Report it through the platform's dispute process and document everything.
Should every review get a response?
Respond to all negative reviews and as many positive ones as bandwidth allows. Silence on 1-star reviews reads as indifference.