When you respond to reviews, be sensitive not only to this customer but also to potential future customers. A response that seems callous or condescending can affect future downloads and sales. Before you respond, make sure to read the review thoroughly and that you understand the issue.

You should be genuine and helpful in your replies. For example:

“I’m sorry you had a bad experience with the app.”

is much better than:

“I’m sorry you aren’t smart enough to figure out the app.”

Then, follow-up by explaining the issue and the solution:

“We had an issue where the app crashed on Note 6 devices running Marshmallow.”

“We’ve fixed the issue in the latest update.”

See your reviews

To see the reviews for your app, go to the Developer Dashboard.

In the left-hand navigation, find User Reviews.

Use the selector at the top right of the page to see reviews by Most Helpful, Most Recent or Most Critical.

Optionally download the reviews as a CSV file.

Reviews with potentially low quality content are automatically downranked in our system. These downranked reviews are tagged as reviews with “Reduced visibility” and filtered from view by default. These reviews are still used to calculate the review score.

Respond to a review

To respond to a review:

Select the user review. A dialog box for the review appears.

Add your response to the Reply field or edit a previous response, and then select Save.

Request moderation for a user review

To request that Meta removes or deletes an inappropriate review, please follow these steps to notify us. Meta will remove reviews that violate our policies.

Important: Before asking to have a user review removed, read our App User Review Policy.

Select the user review you want to request moderation for. A dialog box for the review appears.

Select Request Moderation.

Fill out the Request Moderation form:

Specify the policy that the user review violates.

Write additional context for our review teams.

Select Send Request.

Upon completion, you can revisit your moderation request by selecting the user review and then selecting View Request.

After the request has been audited by our team, the status of the moderation request changes to either Review Removed or Rejected.

Keep in mind:

Users can only leave reviews if they are on the public release channel. Users on other channels will not be able to leave app reviews. For more info, see Add users to a release channel.

Meta has automatic checks on all incoming reviews, and may flag reviews that might go against our policies for moderation on your behalf. These requests will also be audited by our team accordingly.

Meta only removes reviews that go against our policies. Learn more about our App User Review Policy.

Don’t report a review just because you disagree with it or don’t like it.

Meta doesn’t get involved when developers and users disagree about facts.

There is no reliable way to determine who is right about a particular user experience.