1-star review incident checklist: the first 24 hours

Ten steps for the day a damaging review appears, in the order they matter.

[ ] Take a full-page screenshot of the review with today's date visible, and save its link.
[ ] Do not reply yet. Read it twice, give it an hour, and let someone else read your draft.
[ ] Read the review against the platform's rules, not against how fair it is. Note any rule it may break.
[ ] Check your own records privately: is there an order, an account or a contact that matches?
[ ] If it names a staff member or shows their contact details, tell them today and check they are safe.
[ ] If it contains a threat, deal with safety first. Contact the police if anyone is at risk.
[ ] Decide: reply, report, or both. A review that breaks a rule can be reported and still get a calm reply.
[ ] If it breaks a rule, report it through the platform's own route and write down the date and the reason you chose.
[ ] If you reply, use a safe template: thank them, confirm nothing about who they are, and offer a private channel.
[ ] Log what you did and when, and set a reminder to check the report's status in a few days.

From Remove One Star, https://www.removeonestar.com/resources/templates. Free to use and adapt.