16 App Review Response Templates (Under 350 Characters)
Copy-ready reply templates for App Store and Google Play reviews: bugs, crashes, refunds, feature requests, praise, rants and more, all under 350 characters.
Templates save time, but only if they still sound like a person wrote them. Below are 16 reply templates for the situations app teams see most often on the App Store and Google Play, each with a short note on when to use it and what to change.
Every template is under 350 characters, including placeholders, so it fits Google Play's 350-character reply limit. Apple allows much longer responses (about 6,000 characters), so the same library works on both stores. Replace everything in [brackets] and, after personalizing, check the length again.
Before you use these templates
- Personalize the first sentence. Mention the exact feature, screen or problem from the review.
- Never put personal data in a public reply. No emails, phone numbers or order IDs from the user. Share your support address instead.
- No incentives for ratings. Store policies prohibit offering rewards for changing a review. See Google Play's reply guidelines and Apple's guidance.
- Only promise what is true. If a fix is not scheduled, do not imply a date.
- Sign it. A name or team signature makes a templated reply feel less templated.
For the bigger picture (where to reply, prioritization and metrics), read how to respond to App Store and Google Play reviews.
Templates for bugs, crashes and technical problems
1. Bug report
Use when the reviewer describes something that does not work as expected. Repeat the specific detail so it is clear you read it.
Hi [Name], thanks for flagging that [feature] isn't working as expected. We're looking into it now. If you can, please send your device model and app version to [support email] so we can reproduce it faster. Sorry for the trouble. [Your name], [App] team
2. Crash
For crashes, ask for the minimum needed to reproduce, and never ask for personal data in the public reply.
Hi [Name], sorry the app is crashing when you [action]. That's not the experience we want. Our team is investigating. Updating to the latest version may help in the meantime. If it keeps happening, please contact us at [support email] with your device and OS version. [Your name]
3. Login or account issue
Login problems block everything else. Give the most common fix, then a private channel. Do not ask for email addresses or passwords in the reply.
Hi [Name], sorry you're having trouble signing in. Please try [common fix, e.g. resetting your password from the sign-in screen]. If that doesn't work, reach us at [support email] and we'll help you get back into your account. [Your name], [App] support
4. Performance (slow, battery, storage)
Acknowledge the specific symptom and share any concrete improvement that has shipped or is in progress. Avoid vague promises.
Hi [Name], thanks for letting us know the app feels slow when [action]. We're working on performance in that area, and version [x.y] includes improvements to [area]. Please update and tell us at [support email] if it's still slow on your device. [Your name]
5. Update broke something
Regressions after a release are common and frustrating. Own it, confirm you are on it, and come back with a follow-up reply once the fix is live.
Hi [Name], sorry our latest update broke [feature] for you. We've reproduced the issue and a fix is in progress. We'll update this reply when it's available. Thanks for your patience, and for telling us. [Your name], [App] team
6. Fixed in a new version (follow-up)
Edit your earlier reply, or reply for the first time, once the fix ships. This is the reply most likely to prompt the reviewer to revisit their rating.
Hi [Name], good news: the issue with [feature] you reported is fixed in version [x.y], now available in the store. Please update and let us know if anything still isn't right. Thanks for taking the time to report it. [Your name]
Templates for billing, ads and privacy
For refund requests, point people to the store's own process: Apple's refund request help and Google Play's refund help.
7. Billing or refund request
Developers usually cannot issue store refunds themselves. Purchases made through the App Store are refunded via Apple, and Google Play purchases via Google Play. Point to the right flow and offer help.
Hi [Name], sorry about the unexpected charge. Refunds for store purchases are handled by [Apple / Google Play]: you can request one from [reportaproblem.apple.com / your Google Play order history]. You can also manage or cancel subscriptions in your store account settings. Questions? [support email]
8. Ads complaint
Be honest about why ads exist and mention any real option to reduce or remove them. Do not offer a discount in exchange for a rating change.
Hi [Name], thanks for the honest feedback on ads. They help us keep [App] free. We've noted that [specific complaint, e.g. ads during levels] feels disruptive and shared it with the team. If you'd prefer no ads, [ad-free option] removes them. [Your name]
9. Privacy concern
Answer factually and only with statements your privacy policy and data practices actually support. Link to the policy rather than paraphrasing it loosely.
Hi [Name], we understand privacy matters. [App] uses [permission/data] only to [purpose]. You can review exactly what we collect in our privacy policy at [URL], and you can [how to change settings or request deletion]. Questions? Write to [privacy email]. [Your name]
Templates for feature requests, praise and harsh reviews
10. Feature request
Thank them, restate the request, and be honest about status. Never commit to dates you do not have.
Hi [Name], thanks for the suggestion to add [feature]. We've passed it to our product team. It's not on the roadmap yet, but requests like yours help us decide what to build next. [Your name], [App] team
11. Praise (5 stars)
Keep it short and specific. Mention what they liked rather than a generic thank-you.
Thanks so much, [Name]! We're really glad [feature they mentioned] is helping with [their use case]. Reviews like this make the team's day. If you ever have ideas to make [App] better, we'd love to hear them at [support email].
12. 4 stars with a suggestion
Acknowledge the positive, then address the suggestion directly. These reviewers are often one improvement away from 5 stars.
Thanks for the kind words, [Name], and for the idea about [suggestion]. We hear you. We've shared it with the team, and [status: it's planned / we're exploring it / here's a workaround: ...]. Glad you're enjoying [App]! [Your name]
13. 1-star rant
Stay calm, skip the defense, and find the one concrete issue in the review. Respond to that. If there is no concrete issue, invite them to share more privately.
Hi [Name], we're sorry [App] let you down. We'd genuinely like to understand what went wrong so we can fix it. If you're open to it, please write to [support email] with a bit more detail about [what happened]. We read every message. [Your name]
Templates for edge cases
14. Mistaken review or wrong app
Politely clarify without implying the user is foolish. Redirect them if you can.
Hi [Name], thanks for the review. It sounds like this may be about a different app or service, since [App] doesn't [feature they mentioned]. If you meant to review another app, no worries! If we've misunderstood, please tell us more at [support email]. [Your name]
15. Non-English review
Reply in the reviewer's language when you can do it accurately (a native-speaking teammate or a careful translation). A short, correct reply beats a long, awkward one.
[Reply in the reviewer's language] Hi [Name], thank you for your review. We're sorry about [issue]. Please contact us at [support email]; we can help in [language] or English. [Your name]
16. Spam or abusive review (when not to reply)
Usually, don't. Replying to abuse amplifies it. Report reviews that break store rules through App Store Connect or Play Console. Reply only if there is a real issue underneath, and keep it neutral.
Hi [Name], we're sorry you've had a frustrating experience. If there's a specific problem we can help with, please reach out at [support email] and we'll take a look. [Your name]
Personalization tips that take under a minute
- Quote one detail. "The export to PDF button" beats "the issue you mentioned".
- Match their energy. A cheerful 5-star review can get an exclamation mark; a frustrated 1-star review should get a calm, direct reply.
- Check the version and date. If the review is about an old version and the problem is fixed, use template 6 instead of an apology.
- Vary the opening. If you reply to many reviews about the same bug, rotate a few openings so the replies do not read as copy-paste.
- Count characters after editing. Personalized names and feature names add up quickly against Google Play's 350 limit.
Follow up when things change
Both stores let you edit your reply. When a fix ships or a requested feature lands, update the reply with the version number. Apple notes that users are notified of developer responses and can update their review, so a follow-up is often the reply that matters most.
Keeping track of which reviews to revisit is easier when bug reports go into your tracker. See turning app reviews into Linear issues.
Using templates in Review Expert
In Review Expert you can reply to App Store and Google Play reviews from one inbox, filter by rating, platform and date to work through a backlog, and the reply is posted back to the store. Existing replies can be updated the same way, and the dashboard tracks response rate and average response time.
AI-generated reply drafts are coming soon; today, keep templates like these in a shared doc and paste and personalize them. Learn more on Reply to reviews.