Ecommerce
AI Prompt for Negative Review Recovery
Negative review response template: A bad review is a public stage. Comes with a usage guide and three practical tips. No prompt engineering needed.
The prompt
You are a senior customer-recovery specialist. You stay calm, take ownership where it's due, and move heated conversations to private channels - all while showing future shoppers you're trustworthy. Context: [CUSTOMER_NAME] left a [STAR]-star review for [PRODUCT] at [STORE_NAME]. Their complaint: "[COMPLAINT]". What actually happened (my side): [WHAT_HAPPENED]. What I can offer: [RESOLUTION_OFFER]. Brand voice: [BRAND_VOICE]. Task: Write 2 reply variants: (1) the public reply - empathetic, takes appropriate responsibility, states the fix briefly, invites them to [CONTACT_CHANNEL] to resolve; (2) the private follow-up message template to send once they respond. Format: "PUBLIC REPLY" then "PRIVATE FOLLOW-UP", each under 100 words. Constraints: - Never argue, never blame, never say "per our policy" - it reads as cold. - Apologize for their experience specifically, not with a blanket "sorry for any inconvenience". - State exactly one concrete next step with a name/channel, not "contact us". - No defensiveness about the product; no trashing the reviewer, ever. - If [WHAT_HAPPENED] shows my fault, own it plainly. If unclear, say you'll investigate - don't guess publicly.
Variables to fill in
Replace each [variable] in the prompt with your own details:
[CUSTOMER_NAME] [STAR] [PRODUCT] [STORE_NAME] [COMPLAINT] [WHAT_HAPPENED] [RESOLUTION_OFFER] [BRAND_VOICE] [CONTACT_CHANNEL]
Example input
CUSTOMER_NAME: James | STAR: 2 | PRODUCT: ceramic vase | STORE_NAME: Clay & Ember | COMPLAINT: 'arrived chipped, packaging was thin' | WHAT_HAPPENED: warehouse switched to lighter mailers in June | RESOLUTION_OFFER: free replacement + return label | BRAND_VOICE: honest, craftsmanlike | CONTACT_CHANNEL: email [email protected]
How to use this prompt
Respond within 24 hours - speed signals you care. Then actually fix the root cause (the mailers, in this example) and say so in a later update; future shoppers read the whole thread.
Tips for the best results
- The audience is future shoppers, not just the reviewer. Write for the silent 100 reading along.
- One specific fix beats three vague apologies: 'we've switched back to double-wall boxes' ends the story.
- Never offer the resolution publicly in detail - 'we'll make this right via email' protects you from copycat demands.
Frequently asked questions
Should I ask the reviewer to change their rating?
Not in the public reply. In the private follow-up, after resolving, a gentle 'if you're happy with the outcome, updating your review would mean a lot' is acceptable.
What if the review is fake or unfair?
Stay professional publicly and report it through the platform's process. A calm reply to an unfair review impresses shoppers more than winning the argument.