How to reply to store reviews
Reply within 48 hours to 1-3 star reviews that point at a reproducible bug, not to every review. Use three parts: restate the problem in one sentence, say what was done, give a direct contact channel. Play only shows your latest reply, so update it when the bug ships as fixed.
Why it moves the rating
A user who gets a reply can raise their score — the stores allow edits. Unanswered one-star reviews, on the other hand, are the first text every new visitor reads.
Priority order
- One and two stars: within 24 hours, with a fix or a date
- Three stars reporting a bug: ask for version and device
- Five stars: short thanks, ask what to build next
- Abuse or spam: no reply, report to the store
Tone
Templates make people angrier. Repeat the concrete phrase from the review, take responsibility, say when it will be fixed — then come back to the same review once it is shipped. Most score updates happen after that second message.
Frequently asked questions
Which reviews should you reply to?
Prioritise 1-3 star reviews that describe a reproducible bug; you do not need to reply to every review.
How fast should you reply?
Within 48 hours. Play notifies the user of your reply, and they can update their rating.
What does a good reply look like?
Three parts: restate the problem in one sentence, say what was done, give a direct contact channel. Copy-pasted replies lower your rating.
Can you edit an old reply?
Yes, and you should: Play only shows your latest reply, so update it with the version number once the bug is fixed.
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