Moving the conversation.
WHEN TO DO IT
Always, for anything requiring detail.
HOW
Respond publicly, briefly, then invite direct contact.
"Please contact me on this number and I will sort it out."
WHY
Details do not belong in public Resolution is easier privately Readers see that you offered
WHAT TO INCLUDE
A specific way to reach you: a number, a name.
Not "contact our support team".
WHAT TO DO AFTER RESOLVING IT
Consider asking the customer to update the review.
Politely, once, and only after genuine resolution.
Many will.
WHAT NOT TO DO
Ask for the review to be removed as a condition of resolution.
That is inappropriate and frequently reported.
WHAT TO RECORD
What the complaint was and how it was resolved.
Patterns matter.
WHAT IF THEY DO NOT RESPOND
Your public response stands, showing you offered.
That is sufficient.
