How to reply to App Store reviews, with templates

Reply in App Store Connect under Ratings and Reviews: short, friendly, and about what the person actually wrote. The reviewer gets a notice and can update their review, so a good reply can turn one star into more.

How replies work

• You can reply to any review, no matter how old it is.
• Your reply is public. Only one reply per review shows on your product page.
• You can edit or delete it at any time. Only the latest version is shown.
• A reply can take up to 24 hours to show on the App Store. Until then it's “pending”.
• You need the Account Holder, Admin or Customer Support role to reply.

What a good reply looks like

• Short, and about the person's own words. Apple recommends personal replies over the same text for everyone.
• Friendly and calm, also when the review isn't.
• Say what you'll do: fix it, look into it, or how to use the feature they missed.
• No personal information, no marketing, no spam. Apple asks for this.

Which reviews first

If you can't answer all of them, Apple suggests starting with the lowest ratings and with reviews about bugs in your current version. After a big update, answer new reviews quickly: that's when people are most open to a conversation.

When not to reply

• Offensive content or spam: use “Report a Concern” under the review instead. The reviewer isn't told.
• Download or billing problems: point the person to Apple Support. You can't fix those yourself.

Four templates to start from

• Bug: “Thanks for telling us, and sorry about this. We found the problem and the fix is in the next update. If it still happens after that, write us from Settings › Help.”
• Missing feature: “Thanks for the idea! It's not in the app yet, but it's on our list. We'll reply here when it's out.”
• Didn't find something: “Thanks for trying the app! You can do this under Settings › Export. We'll make it easier to find in the next update.”
• Happy user: “Thank you, this made our day! If you ever miss something, just tell us.”

Change every template a little for each review, so it answers what that person wrote.

Close the loop after a fix

When an update fixes a problem from older reviews, say so in your release notes and reply to those reviews. Apple calls this a good way to win back unhappy users.

Fermium100 puts all your reviews in one inbox, unanswered first, writes replies with AI in the reviewer's language, and can send happy users a thank-you automatically.