Reply to a negative social media comment within a reasonable time, calmly and personally. Thank the person, acknowledge the problem, apologise if they are right, state the solution or next step clearly and invite them to private messages when personal details are needed. Remember that everyone reading the thread sees your reply, not just the complainant.
- Comment types: justified complaints, misunderstandings or misinformation, vague dissatisfaction, trolls, and abusive, spam or personal-data comments.
- Reply formula: address by name, thank, acknowledge, apologise, offer a solution, move to private channel and follow up.
- Mistakes: deleting fair criticism, defensive or sarcastic tones, copy-paste replies, ignoring promised DMs and fake positive reviews.
When similar complaints multiply or spread across platforms, treat it as a potential crisis. Racoun monitors comments and messages, builds approved reply guides with brands and reports recurring issues so they can be fixed at the source.
Talk to Racoun: we are based in Istanbul and work with brands across Türkiye. Message us on WhatsApp or email ekip@racoun.com.
