BBB
BBB review reply templates
The Better Business Bureau is a high-trust review and accreditation body in the US and Canada. A well-written reply can protect your rating and show future customers that you resolve issues. These templates are written for accredited businesses and those working toward accreditation.
BBB reply rules
- BBB reviews are public and remain on your profile indefinitely.
- Accredited businesses can reply through the BBB portal.
- Never include personal contact details or account information in a public reply.
- Use BBB's dispute process for false or malicious reviews; don't argue in the reply.
- Replies should be professional, factual, and free of promotional language.
Tone notes
Measured, accountable, and professional. BBB readers are researching trust — replies should demonstrate that you take complaints seriously.
6 templates
1. 5-star, accredited business
Review
"Great service, resolved my issue quickly."
Reply
"Thank you for taking the time to share your experience. We're glad we could resolve the issue quickly and appreciate your feedback. — Sam, customer care manager"
2. 3-star, mixed experience
Review
"Good product but shipping was slow."
Reply
"Hi — thank you for the honest feedback. Slow shipping is something we're actively working on, and we'd like to make this right. Please contact us through your BBB profile so we can follow up directly. — Priya, operations"
3. 1-star, service complaint
Review
"Rude staff and no follow-up."
Reply
"Hi — this is not the experience we want to provide. We'd like to understand what happened and make it right. Please reach out through your BBB profile with your details so we can follow up personally. — Sam, customer care manager"
4. False claim
Review
"They never delivered my order."
Reply
"Hi — we take this seriously and have reviewed our records. We believe there may be a misunderstanding and have submitted a dispute through BBB. We're also happy to discuss this directly through your BBB profile. — Sam"
5. Billing dispute
Review
"Charged me twice and refused a refund."
Reply
"Hi — a double charge is a serious issue. Please contact us through your BBB profile with your invoice number so we can investigate and resolve this immediately. — Priya, billing"
6. Follow-up after resolution
Review
"Updated: they fixed the issue and refunded me."
Reply
"Thank you for updating your review. We're glad we could resolve the issue and appreciate you giving us the chance to make it right. — Sam"
FAQ
- Can I remove a negative BBB review?
- No. BBB reviews are permanent. You can reply professionally and, if the review is false or malicious, use BBB's formal dispute process.
- Should I reply to every BBB complaint?
- Yes. A reply shows accountability and can positively influence your BBB rating and prospective customers.
- Can I offer a refund in my public BBB reply?
- Offer to resolve offline, but don't share transaction details or make promises publicly. Move specifics to private channels.
Draft it in seconds
Paste a review, get a reply
Our free generator is preset for BBB reviews. No sign-up.
Open the generator