Sooner or later somebody leaves two stars. Your instinct will be to argue. That instinct has cost more sellers more money than the review ever would.
Read it twice before you answer
Most bad reviews are one of three things: something genuinely broken, something that works but was not explained, or somebody who bought the wrong item. Only the first is really about your code, and all three are fixable.
Answer in public, fix in private
Reply once, briefly, without defensiveness. Something like: "You are right that the installer assumes PHP 8.2. I have added a check and a note in the docs, and version 1.4 is up now." Then take the detail to a support ticket.
That reply is not for the reviewer. It is for the next hundred buyers who read it and see a seller who fixes things.
What not to do
- Do not explain why the buyer is wrong, even when they are
- Do not ask them to change the rating in exchange for help
- Do not reply while annoyed. It shows, and it is permanent
The maths is on your side
One two-star review against fifteen five-stars barely moves your average. The same review against three ratings does. Which is an argument for asking satisfied buyers to rate, early and often, before the odds are set against you.
Reviews here are from verified purchases only, so nobody can rate an item they do not own. That works in your favour: every rating on your page came from a real sale.
