Feefo
Feefo review reply templates
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.
Feefo reply 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.
6 templates
1. 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"
2. 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"
3. 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"
4. 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"
5. 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"
6. 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.
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