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Public reply tone: avoid disputes and promises

Do and don't for public replies, not legal advice.

updated ·2 min read

In this guide

Every reply you post is public, permanent in practice, and signed with your app's name. Write it as if a future customer, the store and a lawyer all read it. This page is general guidance, not legal advice.

What the stores ask

  • Google Play: keep the reply focused on the issues raised in the user's comments and do not ask for a higher rating.
  • Apple (guideline 5.6.1): treat customers with respect, keep responses targeted to the user's comments, and include no personal information, spam or marketing.

Sources retrieved 2026-10-22; wording changes, so check the pages.

Do

  • Thank the person, once, briefly.
  • Name the specific issue they raised.
  • Say what you know and what you are doing, in the present tense.
  • Move details to a private channel and name it.
  • Reply in the reviewer's language if you can.
  • Keep the same calm tone for the fifth angry review as for the first.

Don't

  • Don't argue or correct tone. You can correct a fact once. You cannot win an argument.
  • Don't promise dates or features you do not control. "Fixed in the next version" becomes a quote.
  • Don't promise outcomes such as refunds, compensation or a guarantee. Refunds go through the store's own process.
  • Don't share personal data of the reviewer, or hint at what you know about their account or usage.
  • Don't accuse the reviewer of lying, being a competitor or being fake. If you suspect abuse, report it through the store instead of in public.
  • Don't ask for a changed rating, and don't offer anything in return for one.
  • Don't paste the same text under every review. It reads as a template, and it is one.
  • Don't reply while angry. Wait a few hours.

Statements about facts

If you state something about data handling, security or legal compliance, be sure it is true and current, or leave it out. A wrong public claim is worse than silence. When in doubt, link to the official policy and ask your lawyer for the wording.

A check before you post

  1. Would I be fine seeing this quoted next to my app name?
  2. Does it contain a promise I cannot keep?
  3. Does it contain anything personal?
  4. Does it help the next reader?

Templates for typical cases: how to reply to app reviews.

Start free and collect private feedback so fewer problems end up as public threads.