Shops
Calm about the purchase. Honest about returns.
Reviews about a product, an exchange or delivery: reply specifically, without inventing terms.
Lavender Lane Shop
Example business
I bought a sweater as a gift, but nobody at the till explained how to exchange it if the size was wrong. I had to look up the rules online.
Calm, to the point, no excuses
That is a fair point: customers should hear the exchange terms at the till, not have to hunt for them later. We are sorry for the inconvenience. We will pass your feedback on to the shop team.
Reviews that need your attention
A shopper writes about the item and about how they were served. Refer to the product as the review does and say plainly what can be done: exchange it, return it or check with the seller. Do not promise a discount, a refund or stock unless your store’s rules allow it.
What to add to your settings
- Describe your exchange and return terms in your own words so drafts can rely on them.
- Add a rule: never invent stock, delivery dates or discounts.
- Ask for order numbers and contact details in private.
What a reply could sound like
Illustrative example. This is a fictional situation, not a MapsReply customer story.
Review
I ordered trainers online and the wrong size arrived. I wrote to the shop’s chat and have been waiting for a reply for three days.
MapsReply draft
Thank you for writing. We are sorry you received the wrong size and waited so long for an answer. Please send your order number in a private message and we will help with an exchange under the shop’s rules.
By default, reviews rated 1-3 stars wait for your approval. You can edit the draft in your workspace or Telegram. You turn automatic replies on separately and choose which ratings they cover.
From your first location to everyday work
Connect a Google location, complete your MapsReply business profile and choose a tone. Your trial starts once you have connected and selected your first location. It lasts 14 days or 20 replies, whichever comes first, and covers new reviews only. Older reviews are available with a paid subscription, within its allowance.