Review rescue path, turn criticism into fixes and saved accounts

TLDR

Route 1 to 3 star reviews to a rescue path. Respond within 24 hours, human and short. Give one fix, a guide or a booking link. Confirm when it is resolved. Ask for an updated note only after the fix lands. Track saves and time to resolution. Refresh macros monthly.

Why this matters

Negative proof hurts when ignored. Handled in daylight, it shows you care, protects RPM, and often converts onlookers who read replies.

When to trigger

• Any 1 to 3 star review.
• Any public comment that cites a blocker, for example DNS, calendars, payments.
• Any refund request inside 30 days that mentions setup or deliverability.

The rescue flow, simple and human

1. Acknowledge quickly. “Thanks for the honest note, we can fix this.”
2. Name the issue. “Your domain is not verified, emails fail.”
3. Give one next step. “Here is the 5 minute guide, or book a 15 minute call.”
4. Follow up. “Did this clear the issue, yes or no.”
5. Close the loop. “Fixed, thanks for confirming. We are here if it slips again.”

Response templates you can paste

First reply
“Thanks for the honest note. I see the issue, domain not verified. Here is a short guide. If you prefer, book a 15 minute call, we will do it with you.”

Follow up, 48 hours
“Checking in. Did the guide or the call fix the issue. If not, reply with a screenshot and I will take a look.”

Close, resolved
“Glad this is sorted. I appreciate the patience. If you want to add a line to your review that it is fixed, that helps others.”

Close, not resolved
“I hear you. I escalated this and will return with a fix or a clear next step. Thanks for sticking with us.”

Routing rules

• Tag as review_rescue, add issue type, domain, calendar, payments, funnels.
• Send to the owner of that system with a same day SLA.
• Escalate after 24 hours without a reply.
• Auto open a task in your CRM to prevent misses.

What to offer as the fix

• A short step by step guide with one screenshot per step.
• A 15 minute booking link for setup.
• A prebuilt checklist inside the app, connect domain, calendar, payments.
• A pause option in billing if real work needs more time.

Targets to hit

• First reply under 24 hours.
• Time to resolution under 72 hours.
• Save rate above 40 percent of at risk accounts in rescue.
• Refund rate down 10 to 20 percent in cohorts that receive a rescue reply.

What to publish, what to keep internal

• Publish the first reply and the resolution comment if the thread is public.
• Keep screenshots with private data internal. Redact if you must share.
• Log the exact consent text if a reviewer updates their note.

Ask for an update, the right way

Only after the issue is fixed and confirmed.
“Quick ask, would you add a line that it is fixed now. It helps others decide. Thank you.”

Do and do not

• Do reply in plain words, one issue, one step.
• Do own the fault, even when the blocker is on the user side.
• Do keep the thread open until the user says it is fixed.
• Do not argue or speculate.
• Do not ask for a rating change until the fix holds.
• Do not hide lawful negative reviews.

Metrics to watch

• First reply time.
• Time to resolution.
• Save rate, refunds avoided divided by rescue cases.
• Subsequent proof, number of rescued users who later leave a positive quote or snippet.
• Themes, top 3 issues by month, route to product backlog.

Troubleshooting

• Replies are slow, add an on call rota for rescue tags and a 24 hour SLA.
• Many repeats of the same issue, add a step in onboarding and a proof snippet near that step.
• Users ignore guides, switch to a 60 second clip for that issue and push a booking link.
• Refunds still high, offer a pause option and a setup call within 72 hours.

CTA

See pricing and reviews.
Read the full proof wall.

FAQ

Should I hide negative reviews after a fix
No. Publish the fix in the thread. People value transparent resolution.

When is it ok to ask for an updated review
After the user confirms the issue is fixed and stable. Never before.

What if the issue is on a third party, for example DNS or Stripe
Own the coordination. Give the exact steps and stay on thread until resolved.

How do I measure saves
Mark rescue cases that do not refund within 30 days as saved. Track by issue type and channel.

Can I offer a credit
Yes for inconvenience, not for a positive rating. Keep it tied to participation, not sentiment.