How it works
Both stores let developers answer reviews publicly:
- Apple: in App Store Connect under Ratings and Reviews. One response per review, which you can edit later.
- Google Play: in the Google Play Console, or through the Google Play Developer API.
The reviewer is notified and may change their review or rating afterwards. Other users read the reply too — it shows everyone that someone is listening.
Tips for good replies
- Reply fast. A reply a day after a complaint is helpful; a reply a month later reads like a form letter.
- Be specific. "Fixed in version 3.2, please update" beats "Thanks for your feedback".
- Don't argue in public. Offer a support address for anything that needs details.
- Answer good reviews too — briefly.
Example
A user writes "Sync stopped working, 1 star". The team replies the same day: "Sorry! A server issue broke sync for some accounts this morning — it's fixed now. If it still fails, write to support@…". A week later the user edits the review to four stars.
Getting every new review into a shared channel — see app reviews in Slack — is what makes same-day replies possible; each allstarsbot message includes a direct reply link.