Español · All app review guides · AppGripe
Reply templates for 1-star reviews of shopping & e-commerce 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.
Free: check your app's reviews 20 ready replies to your real bad reviews – €9 Weekly review monitor – €29/mo
1. Order not arrived
Sorry your order hasn't arrived. Check Orders → Track for the latest status; if it's past the delivery date, tap 'Not received' and we'll refund or resend.
2. Not as pictured
Thanks for the honest review. Please return it free within {days} days from Orders → Return; we also pass quality reports to the seller.
3. Checkout error
Sorry about the payment error. If you were charged without an order, the hold is released within {days} days. Send your order email to {support} and we'll check it.
4. Slow refund
Understood. Refunds are issued the day we receive the return; banks take {days} days to show them. Reply with your order number and we'll send the refund reference.
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 shopping & e-commerce 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
Other categories: social & messaging · fitness · meditation & wellness · language learning