Reply to every 1 to 3 star review within 48 hours, say what you did or will do about it, and keep it under four sentences. On both stores the reviewer is told you replied and can change their rating. Many do. Here are eight templates you can paste and adapt.
- Definition
- Developer reply: a public response under a user's review on your store page, written from your developer account. Everyone who reads the review sees it.
Why replying moves your rating
Apple's page on ratings says it directly: when you respond, "the reviewer is notified and has the option to update their review." A person who gave 2 stars because of a crash, then got a reply saying it is fixed, often comes back and gives 4. The second reader, the shopper, sees a developer who answers, which is its own reason to install.
★☆☆☆☆
“Crashes every time I open a PDF.”
Day 1
Your reply · Day 1
“Sorry about that. Fixed in 2.4.1, out today. Update and it should open fine. If not, email us and we’ll sort it.”
★★★★☆
“Works now. Thanks for the quick fix.”
Day 3 · rating edited
The rules, in one place
The shape of a good reply
- 1
Acknowledge the exact problem in their words
"Sorry the PDF export crashed" beats "Sorry for the inconvenience". It proves a human read the review. - 2
Say what you did, or what to do now
A version number, a setting, a workaround. If there is no fix yet, say when you expect one. - 3
Give one next step
"Update to 2.4.1" or "email help@… and we'll sort it today". One step, not three. - 4
Stop
No thanks-for-your-feedback paragraph, no feature list, no asking for a better rating. Four sentences is the limit.
Eight templates
Swap the words in brackets. Keep the length.
Bug, now fixed
Sorry about the [crash when exporting]. That's fixed in [2.4.1], out today. Please update, and if it still happens, email [help@] and we'll sort it the same day.
Bug, not fixed yet
Thanks for the clear report. We've reproduced the [sync error] and a fix is in testing; it should ship by [date]. Until then, [workaround] works. We'll reply here when it's out.
Crash after an update
Sorry, [version] broke [feature] for some [Android 14] phones. [Version] fixes it and is rolling out now. If you're still stuck after updating, restart once; that clears it.
Feature request
Good idea. [Dark mode] is on our list for [quarter]; we've added your vote. If you'd like a note when it ships, email [help@] with 'dark mode' in the subject.
1-star with no detail
Sorry it didn't work for you. If you can tell us what went wrong, email [help@] or reply here, and we'll fix it or refund you, whichever you prefer.
Refund request
Of course. Refunds go through [Apple / Google], not us: open [link to the store's refund page], pick the purchase, and it's usually back within a few days. If that fails, email [help@] and we'll help.
Mistaken complaint (user error)
Thanks for flagging this. [The notes aren't lost: they're under Archive, bottom right.] We'll make that easier to find in the next update. Sorry for the confusion.
Praise
Thank you! Glad [the transcription] is useful. If you ever hit a problem, [help@] reaches a real person.
| Situation | Template |
|---|---|
| Bug, now fixed | Sorry about the [crash when exporting]. That's fixed in [2.4.1], out today. Please update, and if it still happens, email [help@] and we'll sort it the same day. |
| Bug, not fixed yet | Thanks for the clear report. We've reproduced the [sync error] and a fix is in testing; it should ship by [date]. Until then, [workaround] works. We'll reply here when it's out. |
| Crash after an update | Sorry, [version] broke [feature] for some [Android 14] phones. [Version] fixes it and is rolling out now. If you're still stuck after updating, restart once; that clears it. |
| Feature request | Good idea. [Dark mode] is on our list for [quarter]; we've added your vote. If you'd like a note when it ships, email [help@] with 'dark mode' in the subject. |
| 1-star with no detail | Sorry it didn't work for you. If you can tell us what went wrong, email [help@] or reply here, and we'll fix it or refund you, whichever you prefer. |
| Refund request | Of course. Refunds go through [Apple / Google], not us: open [link to the store's refund page], pick the purchase, and it's usually back within a few days. If that fails, email [help@] and we'll help. |
| Mistaken complaint (user error) | Thanks for flagging this. [The notes aren't lost: they're under Archive, bottom right.] We'll make that easier to find in the next update. Sorry for the confusion. |
| Praise | Thank you! Glad [the transcription] is useful. If you ever hit a problem, [help@] reaches a real person. |
What never to write
- "Please change your rating." Fix the problem; let them decide. Asking looks desperate and offering anything for it breaks the rules.
- "This is user error." Even when it is. Say where the thing is, then make it easier to find.
- A marketing pitch. Google's policy forbids using replies to promote. Nobody reading a complaint wants to hear about Pro.
- Anything personal, angry or sarcastic. It stays on your page forever, next to your name.
- The same paragraph on every review. Shoppers notice. One specific sentence beats a polished template.
A weekly routine that takes 20 minutes
- Monday: open App Store Connect and Play Console, filter to 1 to 3 stars from the last 7 days.
- Reply to each with the matching template, changed to fit.
- Note any complaint that appears three or more times. That is your next fix, and it will move your rating more than any keyword.
- Thank the two or three best reviews.
Then make the fixes. Ratings follow the product; replies just speed up the catch-up. For the bigger picture on ratings, read screenshots, icon and ratings, part 5 of the series.
Sources
Questions people ask
Can users change their rating after I reply?
Yes, on both stores. A user can edit their review and star rating at any time, and many do after a helpful reply. That is the main reason replying lifts ratings.
Is there a character limit for replies?
Google Play limits developer replies to 350 characters. The App Store allows longer replies, but short and specific works better on both.
Should I reply to 5-star reviews?
A short thank-you is enough, and it is worth doing for reviews that mention a feature by name. Spend most of your time on 1 to 3 star reviews, where a reply can change the rating.
Can I ask a reviewer to raise their rating?
You can say you have fixed the problem and that you would appreciate an updated review. Do not offer money, gifts or features for a rating; both stores treat that as manipulation.