Write the right reply to a customer review — positive, negative, or mixed. Use when asked to respond to a review, reply to a bad/1-star review, handle online reviews, or write review-response templates. Produces tailored, on-brand responses that thank advocates, de-escalate and resolve complaints, and read well to the *future* shopper who's reading them — plus reusable templates.
Start a fresh conversation. Replace the highlighted placeholders.
Use review-response to write a ready-to-post response, short version, and reusable templates for [review text, rating, and platform], using [context and permitted remedy] and [brand voice and sign-off]; flag any unconfirmed specifics and keep resolution private.
Required inputs
[review text, rating, and platform]
[context and permitted remedy]
[brand voice and sign-off]
User-approved starter prompt based on a pinned source version; check current skill requirements before running. Task evidence ↗
SKILL.md
name: review-responsedescription: "Write the right reply to a customer review — positive, negative, or mixed. Use when asked to respond to a review, reply to a bad/1-star review, handle online reviews, or write review-response templates. Produces tailored, on-brand responses that thank advocates, de-escalate and resolve complaints, and read well to the *future* shopper who's reading them — plus reusable templates."
Review Response Skill
Reviews are read by the next buyer, not just the reviewer — so a reply is public customer service and marketing
at once. A good response thanks genuinely, takes ownership without being defensive, moves the heat to a private
channel, and shows future shoppers you're a business that cares. This skill writes that reply for the review in
front of you, and gives you templates for next time.
Working from a brief
Given a review (or just "reply to a 1-star about late delivery"), write the full response anyway — infer a
reasonable, on-brand reply and a fair resolution, marking specifics (confirm/insert) (order details, the
exact remedy). Never invent facts about what happened; never argue with the customer in public.
Required Inputs
Ask for these only if they aren't already provided (else infer and label):
The review — the text, the rating, and where it's posted (Google, Amazon, Trustpilot, app store…).
What happened — your side/context if known, and whether it's resolved.
Brand voice — warm/formal/playful, and the name you sign off with.
What you can offer — any remedy you're willing to make (refund, replacement, discount, fix).
Output Format
Review Response
Read — a one-line read of the review: sentiment, the real issue, and whether it's fixable.
The reply — a ready-to-post response that:
Opens by addressing them by name and thanking them for the feedback.
For positive: echoes the specific thing they loved, adds a little brand warmth, and invites them back (no hard sell).
For negative/mixed: acknowledges the specific problem, takes ownership (no excuses/blame), apologises sincerely, states what you'll do, and moves to a private channel for resolution.
Closes human and signed.
Short version — a tighter variant for platforms with length limits.
Templates — reusable patterns for the common cases (5★ thanks, shipping issue, product fault, sizing/fit, wrong expectations) with [brackets] to fill.
Keep negative replies calm and brief — the audience is the next shopper.
Quality Checks
Addresses the reviewer by name and references the specific point they raised
Negative replies take ownership without excuses or blaming the customer
Complaints are moved to a private channel for the actual resolution
Tone matches the brand and stays calm — never defensive or sarcastic
Positive replies add warmth without a pushy upsell
No private data is exposed; invented specifics are flagged to confirm
Anti-Patterns
Do not get defensive or argue facts in public — you're writing for the next shopper, not to win
Do not paste an identical canned reply on every review — personalise to the specific point
Do not expose order numbers, emails, or other private details in a public reply
Do not over-apologise or grovel on a minor issue, or under-respond on a serious one — match the severity
Do not bribe for removal or incentivise changing the review in ways the platform forbids
Based On
Online reputation & customer-service practice — specific, ownership-led public responses, private-channel resolution, and audience-aware (next-shopper) tone.