Reply to Ozon and WB reviews in your brand voice
Forty new reviews came in overnight, and each one needs a calm answer. The agent drafts them in your voice and sets aside the ones that need a person.
Medium · 20 min · every day
What you get
Review ★5 "Arrived fast, exactly as described" Reply Thanks for taking the time to write. Glad it fits. Review ★2 "Box was crushed, chip on the handle" Reply → needs a person: damage, the replacement call is yours
A sample on made-up data — your numbers will be your own.
Who it fits
- Reviews pile up and different people answer, so the tone drifts from terse to overfamiliar.
- Half the reviews are "all good, thanks" — not worth an editor, yet the marketplace demands a reply.
When it won't work
The tone rules exist neither on paper nor as examples — nothing to pick the brand voice up from.
How the agent does it
Set the tone
Give 5–10 of your own replies you consider the standard. List separately what must not be promised, or the agent will politely offer what you do not have.
Run the triage
The agent splits reviews into three groups: thanks, routine complaints and debatable ones. It drafts the first two and leaves the rest to you.
Read before sending
The reply goes out under the company name and stays on the marketplace for good. It needs reading before publication, not after.
What you set
Connect your Ozon and Wildberries accounts with review access. By hand: 5–10 of your replies as a tone sample and a list of what must not be promised.
What you'll need
Starter prompt
Copy the prompt or open it straight in a chat with the agent.
Write replies to new Ozon and Wildberries reviews for [period] following the tone rules from [the attached file / the examples below]. Split the reviews into three groups: reply with a template, reply individually, do not reply — and for each group name the signal you used to decide. In the reply, state the substance of the complaint in your own words, do not open with "thank you for your review". Do not promise deadlines, refunds, discounts or replacements — nobody has confirmed those. Where the customer directly asks for goodwill compensation, leave [operator decision] in the text and move the review into the "for a human" group. Output a table: review, rating, SKU, group, reply text, what to fill in by hand.
Open in chatCheck your replies. List: — replies where you promised a deadline, refund, discount or replacement that is not in the rules; — reviews in the "template" group whose text contains a specific complaint; — replies where the complaint is restated inaccurately — show the quote from the review alongside; — reviews about the marketplace's delivery or someone else's product, which are not ours to answer; — reviews marked "do not reply" and the signal you used to decide; — what you can rewrite yourself and what needs an operator decision.
A second prompt — the agent uses it to review its own work and show what's left for you.