The steps

To reply to reviews on the Google Play Store, use Play Console. Go to Ratings and reviews, then Reviews, find the review and write your reply. Google says you can write one public reply per user review and edit it at any time.

Source

Google's Play Console help on replying to reviews.

View and analyse your app's ratings and reviews (Play Console Help)

What the user sees

After you reply, Google says the user receives a push notification and an email. That makes replies a direct channel back to users who had a problem, especially when you have fixed it.

Suggested replies

Play Console offers suggested replies for recent English-language reviews when Play Console is viewed in English. You can edit a suggestion before publishing; suggestions are not offered for reviews you have already answered.

At scale

For high volumes, the Reply to Reviews API lets you retrieve and reply to reviews from your own systems, within quotas that can be raised by request.

At scale

How to reply to Play Store reviews at scale.

How to reply to play store reviews at scale

What to write

  • For a bug: say whether it is fixed and in which version, or that you are working on it.
  • For payment or account problems: give a support route; never ask for details in public.
  • For feature requests: thank them and say you have passed it on.
  • For praise: a short thanks.

Free review snapshot

Want this done for your own reviews?

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An example

Review: "App logs me out every time I open it." Reply: "Sorry about this. We fixed the logout issue in version 7.4.2; please update and let us know at [support email] if it still happens."

Common mistakes

  • Copy-paste replies that ignore the problem.
  • Asking users for order IDs or phone numbers in public.
  • Promising fixes without a version or date you can keep.
  • Never updating replies after the fix ships.

Common questions

Can I reply twice to the same review?

One public reply per review; edit it instead.

Can I reply from my phone?

The Play Console app lets you read and work with reviews.

Do replies improve my rating?

Not directly; users notified of a fix sometimes update their review.

Can I reply in other languages?

Yes; reply in the user's language when you can write it well.

In short

Reply in Play Console, one reply per review, edited as things change. Use replies to tell users about fixes and route account or payment issues to support.

Which reviews to reply to first

  1. Recent one- and two-star reviews describing a specific problem.
  2. Reviews about an issue you have just fixed.
  3. Reviews about payments, money or account access.
  4. Detailed positive reviews.

Checklist

  • Reply names the problem and the fix or next step.
  • Support route offered without asking for personal data in public.
  • Version number given when a fix has shipped.
  • Reply edited when the situation changes.

Reviews in other languages

Users write in many languages, and suggested replies cover recent English reviews only. Reply in the user's language when someone on the team writes it well; otherwise a short, clear reply in English is better than a poor translation. Track reply coverage separately by language so non-English users are not left unanswered.

Doing this with Falcon

Falcon's CRM is where a team handles replies across stores. For each review it suggests an owner from your taxonomy, drafts a reply from the playbook for the review's theme and sentiment, and checks the draft before it is saved: is it long enough to sound personal, does it contain a phone number or email, does it promise compensation that needs a manager's approval, and does it fit the channel's length. Reviews can be assigned, escalated and tracked to done. The reply itself is posted in Google Business Profile.