# Feefo review reply templates

> Six Feefo merchant reply templates — verified-purchase focused, service-recovery oriented, and built for Feefo's feedback platform.

_Updated 2026-07-22 · By Elizabeth Davis_

Source: https://happyreplies.com/templates/platform/feefo

## TL;DR

Feefo reviews are verified purchases, so replies should thank the customer, own the specific issue, and offer a clear resolution. Keep them professional and on-brand — future buyers read them closely.

## Overview

Feefo is widely used by UK and European retail, finance, and service brands. Because every review is tied to a real transaction, replies carry extra weight. These templates are service-recovery focused and avoid the generic 'sorry you feel that way' trap.

## Platform rules

- Feefo reviews are verified against actual transactions.
- Merchant replies are public and appear alongside the review.
- Replies should address the specific feedback, not generic marketing.
- Never offer incentives in exchange for changing a review.
- Use the Feefo dashboard to report reviews that breach policy.

## Tone notes

Professional, service-recovery focused, and concise. Feefo readers are comparing merchants; replies should show you fix problems quickly.

## Templates

### 5-star, verified purchase

> _Review:_ Fast delivery and great product quality.

> _Reply:_ Thank you — we're glad the delivery was quick and the quality matched your expectations. We appreciate the feedback. — Priya, customer care

### 3-star, delivery issue

> _Review:_ Product fine but courier left it in the rain.

> _Reply:_ Hi — leaving a parcel in the rain is not acceptable. We've raised this with the carrier and will add delivery instructions for your address. Please contact us if the item was damaged. — Priya

### 1-star, product fault

> _Review:_ Stopped working after a week.

> _Reply:_ Hi — a product failing after a week is a warranty issue, not normal wear. Please contact us with your order number and we'll replace or refund immediately. — Priya, customer care

### Customer service complaint

> _Review:_ Took four emails to get a straight answer.

> _Reply:_ Hi — four emails to get an answer is four too many. I've flagged this with the team lead. Please reply with your case number and I'll take personal ownership. — Priya

### Fake / unverified

> _Review:_ Never ordered from here.

> _Reply:_ Hi — Feefo verifies all reviews against transactions. If you believe this is an error, please contact us with your order details and we'll investigate. — Priya

### Follow-up after resolution

> _Review:_ Replacement arrived and works perfectly.

> _Reply:_ Thank you for updating us — we're glad the replacement is working. Let us know if you need anything else. — Priya, customer care

## FAQ

### Can I ask a Feefo reviewer to update their feedback?

No. Feefo prohibits incentivising or requesting changes to reviews. Reply professionally and resolve the underlying issue.

### How are Feefo reviews verified?

Feefo invites customers to review after a verified purchase or service interaction, so replies can reference the transaction without breaching privacy.

### Should I reply to 5-star Feefo reviews?

Yes. A short thank-you on positive reviews improves your response rate and shows future customers you're engaged.