The short answer
Thank the person, refer to one point you can confirm and state the next step if one is needed. Move any discussion involving personal data to phone or email.
Use one real detail
A short sentence is enough. Refer to the service, product or welcome mentioned in the review without adding a claim the customer did not make.
Do not debate reviews publicly
Acknowledge the problem described and offer a direct contact route. If the facts are unclear, say that you would like to check what happened.
Set one team rule
State who replies, the expected time and which cases need approval. Refunds, health matters and personal data should be checked before publication.
Checklist
- Thank the person without copying one sentence everywhere
- Reply to the point they actually mentioned
- Publish no customer data
- Offer a concrete next step where needed