How do I reply to reviews?
Short answer
Open your business dashboard, go to Reviews, choose a review and write your public reply. You can use suggestions, templates and private tags.
Write a reply
- Open your business dashboard and choose your business.
- Go to Reviews. Reviews without a reply come first.
- Select a review to read it.
- Write your reply and click Publish reply.
Replies are public. They appear under the review with your business name, and the reviewer gets a notification.
Tools that save time
- Suggest a reply gives you a starting point in the reviewer's language. Always read and edit it before publishing.
- Templates store the replies you write most often. Add them on the Reply templates page and choose whether each one is for positive, neutral or negative reviews. Use {name} for the reviewer's name.
- Private tags, such as "delivery", help you sort reviews. Only your team sees them.
Change or remove a reply
Open the review again. You can Update reply or Delete reply at any time.
Tips for good replies
- Thank the customer, even for criticism.
- Address the problem and say what you'll do.
- Keep it polite and short.
- Don't share personal data, such as order numbers or addresses.
If a review breaks the rules, report it instead. See How do I report a review as a business?