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Reply templates for 1-star reviews of food delivery apps
Copy, then replace the {placeholders} with your real details. Each template names the problem, gives one next step, and never asks for private data in public.
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1. Missing item
Sorry your order arrived incomplete. Open the order → Help → Missing item and you'll get a refund for it straight away. If you already tried, reply with your order number and we'll sort it today.
2. Late, cold food
That's not the experience we want, sorry. Delays usually come from {reason}; we've refunded orders like this as credit or to card. Choose 'card' in the help flow if you prefer your money back.
3. Fees too high
Fair point. The delivery fee and service fee are shown before checkout; {membership} removes the delivery fee and pickup orders have none.
4. Courier issue
Thanks for telling us. We take courier conduct seriously. Please rate the delivery and add details so we can follow up with the courier partner.
Rules that get ratings updated
- Reply within 24–48 hours. Fast replies are when the reviewer is most likely to update their rating. Prioritise 1★ and 2★ reviews that mention a specific bug or charge.
- Open with the specific problem, not a script. Name what they reported ("your ride didn't save") in the first sentence. Generic "We're sorry for any inconvenience" replies read as automated.
- Give one concrete next step. A setting, a version that fixes it, or a support link. Never ask for personal or payment details in a public reply.
- Don't argue or blame the user. Other prospective users read your reply more than the reviewer does. Stay calm even when the review is unfair.
- Close the loop when you fix it. Apple and Google both notify the reviewer when you edit your reply. When the fix ships, update the reply. That's when ratings change.
- Keep it short. 2–4 sentences. App Store replies are limited to about 5,970 characters and Google Play to 350, so Play replies must be tight.
Want replies written for your actual negative reviews instead of templates? The €9 pack reads your latest 1–3★ reviews and writes 20 tailored replies. See a real sample.
See also: why users complain about food delivery apps · how to reply to negative app reviews.
Free: check your app's reviews 20 ready replies to your real bad reviews – €9 Weekly review monitor – €29/mo
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