Reply to a public review

Write a reply to a public review.

***Premise — the audience for this reply is not the reviewer. It is the next customer.*** **Dozens to hundreds will read it.** Every sentence aimed at persuading the reviewer is a cost paid by them.

**Judge first**
- **Should you reply at all?** *Unless the facts are plainly wrong or another customer would be misled, a short line of thanks is often better*
- Public reply, or move it to a private channel?

**The reply**
1. Say specifically what it is about — **do not open with a template phrase**
2. Confirmed facts only. **If an apology is needed, once**
3. **What was changed, if anything.** ***This is the only information of value to the next customer***
4. If it needs individual resolution, move to a private channel

**Do not include**
- Sentences that dispute the reviewer's experience
- Quotations of policy or terms
- References to other reviews being positive
- **Anything that could identify the reviewer.** ***Putting a visit date or an order detail in a public reply exposes personal data***
- Any suggestion that the reviewer misunderstood

**Output**
- The reply (**short — longer than the review reads as defensive**)
- If there is a reason not to reply, that verdict
- ***The actual thing this review points at. That matters more than the reply***

***Do not deny what has not been verified.*** Say it is being checked, and update afterwards.

***Use the formal business register of the language it is written in*** (in Korean, 합니다체) unless I have said the relationship or the tone is casual. *This is a public reply — no greeting or sign-off template is needed; the courtesy comes from the register, not from a stock opening.*