A scenario prompt for replying publicly to a low-star review that acknowledges the real issue, states the true status plainly, and writes for the future customers reading it, not just the reviewer.
Works with Claude / GPT2,900 uses★ 4.8
The prompt
reply-to-negative-plugin-review
Your WordPress plugin just got this review on WordPress.org:
"★☆☆☆☆ Broke my entire checkout page after updating to the latest version. Lost
sales for 2 days before I figured out it was this plugin. Would not recommend."
REAL STATUS: [confirmed bug in v3.4.1 affecting checkout on stores using a specific
payment gateway combination; fixed in v3.4.2, released yesterday]
Reply publicly, as the plugin's support lead. This reply will be read by every future
customer deciding whether to install the plugin, not just this reviewer, so write for
that audience.
Requirements:
- Open by naming the specific problem back to them (checkout breaking, not a vague
"sorry for the trouble"), which signals you actually read it, not templated.
- State the real status plainly: it was a real bug, it's fixed, and which version
fixes it. Never say "working as intended" if it wasn't, and never over-apologize
into sounding evasive.
- If the review contains something factually off, correct it once, politely, with
the specific detail. Don't argue or over-explain.
- End with a concrete next step: how to update, and where to go if the fix doesn't
resolve it (a support forum thread, not a return to the review thread).
- Keep it under 100 words. No corporate throat-clearing ("we take all feedback
seriously").
Replace the review text and REAL STATUS block with your actual situation before
running this.
The instruction to write for “every future customer reading this, not just the
reviewer” is what stops the reply from either sounding defensive or over-apologizing,
both of which read badly to a stranger deciding whether to trust the plugin. If the
review is really a support request in disguise, route the actual troubleshooting to a
proper helpdesk flow like Tidio (Lyro AI) and keep the public
reply short.
Pro tip: never promise a specific fix version in a public reply unless it’s already
shipped. Commit to a timeline in a follow-up email instead.