Use when a genuine unhappy customer has left a public review and the reply needs care.
negative-review-response.md
Help me reply to a negative review in public.
The review: {{REVIEW_TEXT}}
Star rating: {{RATING}}
What actually happened, from my side: {{OUR_ACCOUNT}}
What I am able to offer or do: {{REMEDY}}
Business: {{BUSINESS_NAME}}
Signer: {{SIGNER_NAME}}
Do three things in order.
1. Assessment. In three bullets: which parts of the complaint are factually accurate on my account, which are disputed, and which are matters of expectation rather than fact.
2. Three draft replies, each 50 to 90 words, at different levels: a short acknowledgement, a fuller reply that gives brief context, and a reply that offers a specific remedy.
3. A note on what not to say.
Constraints on every draft:
- Do not admit fault for anything my account does not support, and do not deny anything it does support.
- Do not disclose private details about the customer, the job, the price or any medical, legal or financial matter. If the review itself discloses such a detail, do not repeat it back.
- Do not argue point by point. At most one sentence of context.
- Move the detail offline: give one route to contact us, using the details I supply, not invented ones.
- No corporate phrasing such as "we take all feedback seriously" or "your feedback is important to us".
- No em dashes. No exclamation marks.
Future readers, not the reviewer, are the audience. Say which draft you would post and why.
Replace each placeholder with your own detail. The more specific you are, the less the model invents.