App review reply templates
Twelve situations, twelve replies — crash complaints, refund requests, feature asks, and the angry 1-star with no explanation. Every template fits Google Play's 350-character limit, so it works on both stores. Replace the [bracketed] placeholders and go.
Negative reviews
The replies that matter most — a reviewer who gets a real answer is far more likely to update their rating.
Crash after an update
Use when: 1–2 stars, mentions crashing or not opening since an update.
So sorry about the crash — that’s on us. We’ve found the cause and a fix is rolling out in version [X.X]. Please update in a day or two, and if it still crashes, email [support email] with your device model so we can dig in. We’d love to earn those stars back once it’s running smoothly.
287/350 characters — fits Google Play
Specific bug report
Use when: The review describes a reproducible problem in detail.
Thanks for the detailed report — this helps more than you know. We’ve reproduced the issue and a fix ships in the next update. If anything else feels off after updating, [support email] reaches the developer directly.
217/350 characters — fits Google Play
Angry 1-star with no detail
Use when: Low rating, vague or no explanation of what went wrong.
Sorry the app let you down — we’d genuinely like to fix whatever went wrong. Could you email [support email] with a line or two about what happened? A real person reads every message, and if it’s a bug it goes to the top of the list.
233/350 characters — fits Google Play
Battery or performance complaint
Use when: Mentions battery drain, lag, heating, or slowness.
Thanks for flagging this. Battery drain usually means background work is misbehaving, and the latest update cuts it back sharply. If it persists after updating, email [support email] with your device model and OS version and we’ll investigate your case directly.
262/350 characters — fits Google Play
Too many ads
Use when: The complaint is about ad frequency or intrusiveness.
Fair feedback — thank you. Ads are what keep [app name] free, but they should never get in the way. We’ve reduced how often they appear in the latest version, and [premium option] removes them entirely. If one ad felt especially intrusive, tell us at [support email] and we’ll block that network.
296/350 characters — fits Google Play
Billing & refunds
Both stores handle the money themselves — the reply’s job is to point the reviewer to the right place without sounding like you’re dodging.
Refund request
Use when: The reviewer wants their money back.
Sorry the purchase didn’t work out. Refunds are handled by the store rather than by developers — you can request one from your store account’s order history, and they’re usually processed within a couple of days. If something in the app pushed you to a refund, we’d honestly like to know: [support email].
305/350 characters — fits Google Play
Subscription confusion
Use when: Charged after deleting the app, can’t find how to cancel.
Sorry for the confusion — subscriptions are managed by the store, so deleting the app doesn’t cancel the plan. You can cancel anytime under Subscriptions in your store account, and you’ll keep access until the period ends. If you were charged unexpectedly, email [support email] and we’ll help you sort it out.
310/350 characters — fits Google Play
Requests
A feature request is a fan telling you what would make them stay. Treat it that way.
Feature request
Use when: Positive or neutral review asking for something new.
Great idea — [feature] fits exactly where we want [app name] to go, and it’s on the roadmap now. Watch the update notes over the next releases. If you have thoughts on how it should work, [support email] goes straight to the developer.
235/350 characters — fits Google Play
Language / localization request
Use when: Asks for the app in another language.
Thanks for asking! [Language] support is planned — translations take time to get right, and we’d rather ship them well than fast. If you’d like to help check the translation when it’s ready, we’d genuinely welcome that: [support email].
236/350 characters — fits Google Play
Positive reviews
Short and human beats long and corporate. A reply here is also public marketing — the next prospect reads it.
Five stars, kind words
Use when: A happy review with no asks.
Thank you — a review like this genuinely keeps an indie project going. If [app name] ever falls short of five stars, [support email] reaches the developer directly.
164/350 characters — fits Google Play
Positive with a suggestion
Use when: 4–5 stars plus a “would be perfect if…”
Thanks so much — and noted on [suggestion]! It’s a good idea and it’s on the list. Reviews like yours decide what gets built next, so please keep them coming.
158/350 characters — fits Google Play
Everything else
The odd cases that still deserve an answer.
Review meant for a different app
Use when: The complaint describes features your app doesn’t have.
This review might be meant for a different app — [app name] doesn’t have [feature mentioned]. If we’ve misread it, email [support email] and we’ll help right away. If it was another app, would you mind updating the review? Ratings hit small developers hard, and we’d be grateful.
279/350 characters — fits Google Play
Why every template fits 350 characters
Google Play rejects developer replies over 350 characters — the strictest limit of the two stores. We wrote every template under it so nothing needs trimming at the worst moment. The details are in our guides on the Google Play reply character limit and whether replying actually improves your rating.
FAQ
Using reply templates, answered
- Can I use these templates on both Google Play and the App Store?
- Yes. Google Play caps developer replies at 350 characters and the App Store allows 5,970, so every template here is written to fit the stricter Play limit — the character count next to each one includes the placeholder text as written, so keep your substitutions short.
- Should I personalize a template before sending it?
- Always change the first sentence to reference something specific the reviewer said. Reviewers — and everyone reading the store page later — can spot a pasted template instantly, and the entire benefit of replying comes from being seen to actually listen. The reviewer is notified of your reply and can update their rating afterwards.
- Can my reply include a link or an email address?
- Your own support email is standard practice and both stores allow it. Never include someone else’s contact details or unrelated links — that reads as spam to reviewers and to store moderation. If you automate replies, make sure the tool enforces this: StoreReplies blocks any draft containing contact details that aren’t yours.
- Is it worth replying to old reviews?
- Recent reviews first — the reviewer still has the app installed and the store still shows the review near the top. But a reply to an old review is never wasted: the reviewer is notified either way, and prospective users read your answers as a signal the developer is alive and responsive.
Or stop copy-pasting entirely
StoreReplies drafts a reply to every review automatically — tuned to your app, in the reviewer's own language, already under the character limit. You just approve from one inbox.
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