Contact – Replystone

Frequently asked questions

Do real humans respond to my reviews?

Yes. Put simply, instead of relying on AI like traditional review management tools, we use an AI-assisted approach. Basic outlining is done by AI, but the actual review is written by trained experts of our team.

Once you sign up, you’ll have a dedicated agent assigned, who oversees all responses, crafts a custom review management strategy and regularly updates the strategy. So we have multiple team members overseeing your success.

How can I trust a third-party to respond to my reviews?

Letting someone else respond in your name sounds scary. We get it.

But rest easy, we are professionals and seek long-term partnerships. When you grow with our service, we grow too. It’s in our best interest to maximize the positive impact of using our service for you.

If you are unsatisfied, we’ll issue a full refund within the first 14 days after sign up.

How will you respond to negative reviews?

It’s more complex than you might think.

So first, we’ll check if the review is in line with the platforms policy. In case it uses inappropriate language or is clearly an ad for a competitor, we’ll have it removed by the platform.

In case it’s valid, it goes directly to your dedicated agent. From here, we’ll go with one of two solutions:

1. We are confident we can turn this review into a positive one, or at least damper the negative effects, by responding professionally and maintaining your brand voice. We will use all resources available to defend your business against any claims.

2. We’ll escalate the issue with your customer support team via Slack, Discord, email, etc. This way, we attempt to resolve the customers problems with you together. Note, we might not be able to keep up the 24/48 hours timeframe when waiting for your response.

Nevertheless, in both scenarios, we will make sure to minimize the negative effects on your business. Any observations of negative reviews will be summarized in the detailed sentiment report.

How long after signup will you start handling reviews?

This highly depends on the complexity of your requirements and the size of the project. If we are talking just one profile with brand voice and a couple of custom instructions, we will likely start handling reviews within 3 work days. If you have multiple locations, 10 profiles on different platforms and a complex escalation process, this can take up to a week.

How does the 14-days full refund guarantee work?

We value our customers and want to give full satisfaction. But sometimes, we cannot fulfill every customers expectations. Just shoot us a quick heads-up that you don’t want to continue our partnership, within the first 14 days and we’ll issue a full refund. We might ask you a couple of questions to help us understand your decision.

What discounts are available?

Currently there’s 15% off annual plans until all slots are sold out for launch offer.

How is this different from AI review management tools?

Unlike AI tools that use templates and generic responses, we provide human experts who craft personalized, strategic responses that align with your brand voice. Our team understands context, handles complex situations, escalates negative reviews and turns reviews into marketing opportunities – something AI simply can’t match.

What if I already have a review management process?

Many of our clients previously handled reviews in-house or used other services. We can seamlessly take over your existing process, maintaining what works while adding our strategic approach to drive better results. Plus, we free up your team’s time to focus on core business activities.

How quickly do you respond to reviews?

Our STANDARD plan guarantees responses within 48 hours, while our PREMIUM and HIGH VOLUME plan offers 24-hour response times. For critical and escalated reviews this could be longer as we require feedback from your customer service team.

What happens if there's a sudden surge in reviews?

No worries! Our plans include flexible review volumes and our team is scaled to handle surges. If you consistently exceed your plan’s limits, we’ll discuss upgrading your plan to ensure continued high-quality service.

How do I get started?

Getting started takes only 10 minutes: Complete the onboarding process by choosing your plan, providing brand guidelines and customizing your strategy. We’ll follow up with your custom review management strategy. Once we have access to your profiles, we’ll take care of everything for you. You’ll have an account manager to ensure a smooth setup.

Which review platforms do you support?

We support all major platforms including Trustpilot, G2, TripAdvisor, Amazon, Glassdoor, Google Play, App Store, Booking.com, Yelp, Google Business Profile, and Facebook reviews. We can also add custom platforms based on your needs.

We do not support general social media platforms like Instagram or X yet.

Do you offer agency/enterprise pricing?

Yes! Our HIGH VOLUME plan supports a lot of reviews, and we offer custom enterprise solutions with white-label options and volume discounts. Contact our team for details.

What's included in the annual plan / launch offer discount?

Annual plans receive a 15% discount + free clearing of your review backlog (up to plan limits). This special offer is limited.

How can I cancel my subscription?

Just shoot us a message you want to cancel your plan. We are already in the process of building a self-service client portal. Right now, messaging your agent is the only way.

How do I pay for your service?

Currently we accept only cards via Stripe. In some cases we work with PayPal and crypto payments as well. Please contact us for individual billing requirements.

How long are your subscriptions? Can I change plans?

Subscriptions are billed monthly or yearly. You can change or cancel your subscription before the start of your next billing cycle. Just give us a quick heads-up before and we will arrange the change.

Do you need admin access to our profiles?

We typically need response-level access to your profiles. We’ll guide you through the exact permissions needed for each platform, ensuring security while maintaining functionality. We never require full-admin access.

Except if you need help with profile optimizations, but we can make this temporary.

All our accounts are multi-factor authenticated and passwords are stored in encrypted vaults / password managers.

Can you help claim our unclaimed profiles?

Absolutely! We’ll help claim and verify any unclaimed business profiles across all supported platforms at no extra charge. This is included in our onboarding process.

How do you maintain our brand voice?

During onboarding, we’ll work with you to understand your brand voice, key messaging, and response preferences. We create a detailed brand guideline document and our experts ensure every response aligns perfectly with your brand identity.

Can we provide custom response guidelines?

Absolutely! We welcome detailed instructions about preferred language, topics to avoid, specific product information, and any other guidelines. Your custom instructions become part of our response protocol.

What languages can you support?

We offer multilingual support across all major languages. Our experts ensure culturally appropriate responses that maintain your brand voice across languages. This includes German, French, Italian, Spanish, Russian, Korean, Dutch and more.

How much involvement is required from our team?

Minimal! After the 10-minute setup and the successful connection of our accounts, you can be as involved or hands-off as you prefer. Many clients only review the monthly reports and handle escalated issues. We handle everything else.

Is there a guarantee for improved KPIs?

While we can’t guarantee specific KPI improvements as every business is unique, we have a strong track record of success with our strategic approach. On average, our clients see:

12-16% increase in conversion rates from review pages
25% improvement in overall sentiment scores
40% reduction in negative review impact through rapid, professional responses
92% of escalated issues successfully resolved

We’re so confident in our service that we offer a 14-day money-back guarantee. This gives you time to experience our expertise and evaluate our impact firsthand. We also provide detailed monthly reports so you can track improvements in your specific KPIs.