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A reply to a bad review is read by every future user who scrolls past it, not just the reviewer. Keep it short, specific and calm, and move any personal details to a private channel.
Replace the text in [brackets] before sending.
Sorry about the crash when [action]. That's a bug on our side, and we're working on a fix in the next update. If you write to us at [support email or in-app help], we can help you right away and let you know as soon as it's fixed. [Agent name]
Thanks for the honest feedback. [Feature] isn't in [App] yet, and you're not the first to ask, so it's on our list. Meanwhile, [short workaround, if there is one]. We'd love to hear more about how you'd use it: [support email or in-app feedback]. [Agent name]
Thanks for trying [App]. We're sorry it didn't work out. Just to clarify: [one neutral fact, e.g. "the free plan includes X without a subscription"]. If something looked different for you, please reach us at [support email or in-app help] and we'll take a look. [Agent name]
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