It is 10 pm. The shop is closed and you finally sit down. You open Google Maps and see three reviews you have not answered. One says the bubble tea was great. One says the wait was too long. You know what you want to say. You are just not sure how to say it in English, and you do not want to sound rude by mistake.
This guide is for you. Maybe you run a banh mi counter, a taqueria, a Korean fried chicken spot, a small cafe or a nail salon. Maybe you opened this year and have under 30 reviews. English is your second or third language. You will get a simple shape for every reply, 8 replies you can copy, words to avoid, and a safe way to use a translation app.
If you want a first draft right now, the free Google Review Reply Generator from KANJIN (kanjin.app) writes one for you. Paste the review, press "Read it and tick the boxes", and check what it ticked. Then pick Full or Short, read the reply, change any words, and press "Copy the reply". There is no sign-up, and nothing you type is uploaded.
Why replying to reviews matters for a new shop
When a new customer looks at your shop on Google, they read your reviews. They also read your replies. Google's own help page says your reply is public. It shows under the review, and it looks like it came from the business (Google Business Profile Help, "Manage customer reviews", read 16 Oct 2026).
So a reply has two readers:
- The person who wrote the review.
- Every person who reads your listing after that.
The second reader is the important one. A calm reply to a bad review shows them how you treat people when something goes wrong. A reply to a good review shows that a real person runs the shop.
Google also says the customer gets a notice when you reply, and they can still change their review after that.
Your English does not need to be perfect. Short and clear is better than long and fancy. Google's own tips say long replies "may get skimmed" (Google Business Profile Help, "Tips to get more reviews", read 16 Oct 2026). That is good news for a second-language writer.
The 3-part reply shape
Every reply in this guide uses the same 3 parts.
Part 1. Thank them, with one detail. Use their name if Google shows it. Name one thing they wrote about, such as the pho, the wait or the staff. This shows you read it.
Part 2. Answer their point. For a good review, one line about what they liked. For a bad review, say sorry plainly and say what you will do. Do not explain or give excuses.
Part 3. Invite them back, or ask them to contact you. For a good review: "See you next time." For a bad review: ask them to call or email the shop, so you can fix it in private.
Then sign with your first name, or "the team at [shop name]". Google's tips suggest you use the reviewer's name, mention their feedback, and sign with your name or initials.
Keep each reply to 2 to 4 sentences, with one idea in each.
8 copy-ready replies
Copy a reply, then change the words in square brackets. Always change at least one detail, so each reply fits the review. If every reply on your listing is the same, readers notice. Google's tips also say to skip generic thank-yous.
1. A review with 5 stars
Thank you, [Name]. We are so glad you liked the [brown sugar milk tea]. Our team works hard on it every day. See you next time at [shop name]. [Your first name]
2. A review with 5 stars and no words
Some people leave stars and no text. A short reply is fine.
Thank you for the 5 stars, [Name]. It means a lot to a small shop like ours. We hope to see you again soon.
3. A review with 4 stars and a small complaint
Thank you, [Name], for the kind words about the [banh mi]. You are right that the [bread was a little cold] on [Saturday]. We are [fixing that this week]. We hope you come back and try it again. [Your first name]
4. A review with 1 or 2 stars: wrong order
[Name], we are sorry we got your order wrong. That should not happen. Please call us at [shop phone] or email [shop email], so we can make it right. [Your first name], owner
Do not put an offer in the reply. You can fix it in private when they contact you. More on this below.
5. A review with 1 or 2 stars: long wait
Thank you for telling us, [Name]. You waited too long, and we are sorry. We are [adding one more person at lunch] so the line moves faster. We hope you give us another try.
Only write what you are really doing. If you are not changing anything yet, leave that sentence out.
6. A review with 1 or 2 stars: says a staff member was rude
[Name], thank you for telling us. Everyone who comes in should be treated with care. We are sorry your visit did not feel that way. I would like to hear more. Please contact me at [shop email]. [Your first name], owner
Do not name the staff member. Do not say "that did not happen", even if you think it did not. Talk to your team in private.
7. A review you think is not from a real customer
Hello [Name]. We are sorry to read this. We could not find this visit in our records. Please contact us at [shop email] with the date and time, so we can look into it.
This reply is calm and true, and it calls nobody a liar. Then report the review to Google (steps below).
8. A review in another language
If a customer writes in Spanish, Vietnamese, Korean or Chinese, you can reply in their language if you know it. Then add one short line in English, so other readers understand too.
[Your reply in their language, 2 or 3 sentences.] Thank you for your review, [Name]. We hope to see you again soon.
If you do not speak their language, reply in simple English. Short, plain English is easy to put into a translation app, so they can still read it.
Words and replies to avoid
Some replies make things worse. Before you post, check that yours has none of these.
Arguing. "You are wrong." "That never happened." "Other customers love it." Every future customer reads the argument, and it does not matter who is right.
Fake sorry. "We are sorry you feel that way." It sounds like you blame them for their feelings. Say sorry for the thing itself: "We are sorry the wait was so long."
Private details. Never write the customer's phone number, their order, what they paid, or anything about their visit they did not write themselves. Google's tips say never share a reviewer's private details. Give your shop's phone or email instead, and talk in private.
An offer for the review. Never offer a free drink, a discount or money to change or remove a review. Google's policy does not allow offering "payment, discounts, free goods and/or services" for a review, for changing one, or for removing a bad one (Maps User Generated Content Policy, "Prohibited & restricted content", read 16 Oct 2026). Also, an offer in a public reply tells every reader that complaining pays.
Asking them to change the review. "Please update your review to 5 stars." Do not ask. If you fix the problem, the customer can decide on their own.
Selling. Google's tips say not to use replies to push deals. A reply is not an ad. One mention of your shop name is enough.
How to use a translation app safely
A translation app helps, but it can make a polite sentence sound cold. Use these 5 steps.
1. Write it in your own language first. Use short sentences. One idea in each sentence. Do not use jokes or sayings. They often translate badly.
2. Translate it to English. Use any translation app you trust.
3. Translate it back. Copy the English and translate it back into your own language. Read it. Does it still say what you meant? Does it still sound kind? If a sentence comes back strange, rewrite that sentence in simpler words and try again.
4. Keep it short. Short sentences translate better.
5. Check names and numbers. Translation apps sometimes change names, dish names or prices. Check that the customer's name, your shop name and any dish name are spelled right.
A few simple English words that work in almost any reply:
- Thank you
- We are sorry
- That should not happen
- Please contact us at
- We hope to see you again
- See you next time
If a translation gives you a word you have never seen, swap it for a simpler one. "We sincerely apologize for the inconvenience" can be "We are sorry."
You can also start from a draft in English and work the other way. Paste a review into the free reply generator, then translate its reply into your own language to check it. One thing to know: the tool's "Read it" button looks for English words. For a review in another language, skip that button and tick the boxes yourself. The reply it writes is in English.
How long to wait before you reply
Google's tips say a quick reply shows you value feedback. A good rule for a small shop:
- Good reviews: reply within 1 or 2 days.
- Bad reviews: reply within 1 or 2 days too, but not in the first hour if you are angry or upset. Write the reply, wait a few hours, read it again, then post it.
Pick one time a week to check, for example Monday morning before you open.
Google checks every reply before it shows. Google's help page says this usually takes up to 10 minutes, and sometimes up to 30 days. If a reply is not approved, Google asks you to edit it. You can also edit or delete your reply later: go to "Read reviews" and press Edit or Delete under your reply.
How to reply on Google, step by step (from Google's help page, read 16 Oct 2026):
- Open your Business Profile.
- Press "Read reviews".
- Next to the review, press "Reply".
- Type or paste your reply, then send it.
What to do with a fake review
Sometimes a review is from someone who never came in. Or it is spam, or full of bad words. Here is what Google's help page says to do (Google Business Profile Help, "Report inappropriate reviews", read 16 Oct 2026):
- Open your Business Profile.
- Press "Read reviews".
- Next to the review, press the Report icon.
- Choose a reason, such as "Spam".
- Press "Send report".
Google says checking a report "typically takes several days". You can follow it in Google's Reviews Management Tool. If Google finds no problem, you can send one appeal from that tool.
Two things to know:
- Google removes only reviews that break its rules. Google's page says not to report a review just because you disagree with it or do not like it. A real bad review from a real customer will stay.
- You still reply. While you wait, post the calm reply from template 7. A reader sees a shop that stayed polite.
Also, never write reviews of your own shop, and do not ask your family or staff to. Google's policy does not allow reviews based on a conflict of interest, and it names employment and personal ties.
The best answer to one bad review: more real reviews
When you have 8 reviews, one bad review changes your rating a lot. When you have 50, it changes it much less. The free Google Review Calculator shows how many new reviews you need to reach the rating you want. There is more on this in how many Google reviews it takes to raise your rating.
The fair way to get more reviews is to ask everyone, the same way. Google's policy says not to ask only the customers you think will be pleased. Do not offer anything for a review. A card at the register with a QR code to your review page is a good start. The free Google Review QR Code Maker checks your review link and prints a counter card for you. It asks for an honest review and offers nothing.
Where KANJIN helps
KANJIN (kanjin.app) is a free stamp card and back office for cafes, salons and small shops. We make it, so read this part with that in mind. Everything above works without it.
The free plan has no time limit and needs no credit card. These 3 parts help with reviews:
- 5 AI-drafted review replies a month. In the back office, open Google reviews, then the AI replies tab. Paste the customer's review, pick the stars and a tone (Warm, Professional or Brief), and press "Write a reply". KANJIN drafts a reply to the review's own words. It never offers a discount or a free item, and it never argues. You read it, change anything that does not sound like you, then copy it and post it on Google yourself. KANJIN does not read or post your Google reviews for you.
- 20 Google review requests a month. When a customer joins your stamp card and leaves an email, KANJIN emails them your Google review link an hour after the visit. Everyone gets the same message, and nothing is offered for a review. If they do not click, KANJIN sends one reminder 4 days later. Then it does not ask that person again for a year.
- A free stamp card on the customer's phone number. Customers download no app. They give their phone number at the counter, or scan your poster's QR code.
The honest limits. The AI drafts are 5 a month on the free plan. KANJIN sends email only, with no text messages.
Frequently asked questions
Should I reply to Google reviews in English or in my own language? Reply in the language of the review if you can. If the review is in English, reply in simple English. If the review is in another language you know, reply in that language and add one short line in English for other readers.
How fast should I reply to a Google review? Within 1 or 2 days if you can. Google's own tips say a quick reply shows you value feedback. For an angry review, write your reply, wait a few hours, and read it again before you post it.
Can I ask a customer to change or remove a bad review? Do not ask, and never offer anything for it. Google's policy does not allow offering payment, discounts or free goods for changing or removing a review. Reply calmly, ask them to contact you, and fix the problem in private.
Can Google remove a fake review? Google removes a review only if it breaks Google's rules, for example spam or a review from someone with a conflict of interest. Report it from "Read reviews" with the Report icon. Google says the check typically takes several days, and you can appeal once.
Is KANJIN free? Yes. The free plan has no time limit and nothing is charged until you start the paid plan yourself. It is $39 a month, or $390 a year, per shop, and the first 30 days are free. The 5 AI-drafted replies, the 20 review requests and the stamp card are all on the free plan.
Your next step
Open your Google reviews today and answer the oldest one first. Use the 3 parts: thank them with one detail, answer their point, invite them back. If you want a first draft, paste the review into the free Google Review Reply Generator.
Then let KANJIN help with the next ones. The free plan gives you 5 AI-drafted review replies a month and 20 Google review requests a month, plus a stamp card on the customer's phone number with no app. Create your free KANJIN account. No credit card, no time limit.