# Reply to a public review or social media complaint

A public response that resolves, protects privacy, and reads well to every future customer who sees it.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Social Media, Communication, Customer Support, Write, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/reply-to-a-public-review-or-social-media-complaint

## Prompt

```text
Write a public reply to a customer review or social media complaint.

**Platform:** [e.g. Google reviews, app store, X, Facebook, Trustpilot]
**The post (paste it):** [TEXT]
**Star rating, if any:** [NUMBER]
**What actually happened, from our records:** [FACTS - or "not yet investigated"]
**Is their complaint fair?** [fully / partly / not accurate]
**What we can offer or have already done:** [ACTIONS]
**Brand voice:** [e.g. warm and casual / professional]

Rules:
- Write for two readers: the customer and every future customer reading this thread.
- Never reveal order details, account information, or anything private in public. Move the specifics to a private channel and say how to reach us.
- If the complaint is inaccurate, correct the facts once, calmly, without arguing or calling them wrong.
- Thank them for specific feedback, not generically.
- No copy-paste corporate phrases ("We take this very seriously").
- Keep within the platform's practical length (under 80 words for social, under 120 for reviews).

Return:
1. The public reply.
2. The private follow-up message.
3. Whether I should reply at all, and one sign this needs to go to a manager or legal (e.g. safety, discrimination, legal threats).
```

## What to fill in

- e.g. Google reviews, app store, X, Facebook, Trustpilot
- TEXT
- NUMBER
- FACTS - or "not yet investigated"
- fully / partly / not accurate
- ACTIONS
- e.g. warm and casual / professional

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.