Wrong or missing order
How to reply to a wrong-order Google review
Wrong-order reviews are the fastest to close well. Refund now, replace on the next visit, and future readers see a business that trusts its customers.
Why it matters
Trusting the customer is the whole reputation of a takeaway or shop. Doubt in the reply reads as doubt in every future order.
Do this
- Refund the same day.
- Offer the specific missing item on the next visit.
- Sign with the owner's name.
Avoid this
- Asking for a receipt in the public reply.
- Implying the reviewer is mistaken.
- A discount code instead of the item itself.
5 templates
1. Cafe, missing pastry
Review
"Ordered a flat white and pastry to take away. Got home and no pastry."
Reply
"Hi Sam — a proper letdown, sorry we sent you home without it. Refunded the pastry this morning; drop in this week and it's on us. — Ellie, owner"
2. Delivery, missing items
Review
"Two items missing from a £45 order."
Reply
"Hi Jamie — sorry the order landed short. I've refunded the two items today and added a credit for the trouble. Reply here with a good time and I'll call you back myself. — Marc"
3. Retail, wrong size
Review
"Ordered a medium, got an XL."
Reply
"Hi Priya — that's on us. Return label emailed to you this morning and the medium is going out today. Sorry for the extra step."
4. Restaurant, wrong dish
Review
"Ordered the sea bass, got the salmon."
Reply
"Hi Alex — the wrong dish is the wrong dish, no debate. I've comped the meal and there's a table for you and a plus-one on us any evening this month. — Marco, head chef"
5. Coffee subscription, missing bag
Review
"Only two bags in a three-bag order."
Reply
"Hi Chris — the missing bag is going out today with a note. Sorry for the miss. — Sam, roastery"
FAQ
- Do I need proof of the missing item?
- Not in the public reply. Refund fast; the small percentage of dishonest claims is cheaper than the damage of doubting real customers publicly.
- Discount code or the item itself?
- The item itself, always. A discount reads as effort-shifting; the item reads as accountability.