Replying to Reviews on Justdial, Zomato, Swiggy and Practo — Platform Rules and Reply Examples

Quick answer: Claim your business on each platform where customers review you, turn on review notifications, and reply from the platform's business app or dashboard — Justdial and Practo have business panels, Zomato and Swiggy have restaurant partner apps. Use the same rules as Google: thank positive reviewers specifically, apologise and offer a fix for negative ones, keep private details offline, and never argue. For food delivery complaints, separate what you control (taste, packing, quantity) from what the delivery partner controls, and say so politely.

Google is the biggest review platform, but your customers also leave opinions on Justdial, Zomato, Swiggy, Practo and Facebook. Each platform shows its own rating, and silence there looks like you don't care.

Platform overview

Platform	Where to reply	Notes
Justdial	Justdial business app / panel	Claim your listing first; ratings affect your visibility on Justdial
Zomato	Zomato restaurant partner app	Reviews on dining and delivery; reply publicly where available
Swiggy	Swiggy partner app	Ratings and feedback are mostly order-level; respond through tools offered
Practo	Practo provider dashboard	Patient feedback; follow medical privacy carefully
Facebook	Page recommendations and comments	Reply from Meta Business Suite
Google	Business Profile	See how to reply to Google reviews

Platform features change often — check each partner app's current help pages.

Universal reply rules

1. Reply quickly — within a day or two.
2. Use the reviewer's name if shown.
3. Be specific about what they mentioned.
4. Apologise without excuses for negative experiences.
5. Take details offline: "Please call us on ___ or message us so we can make this right."
6. Never reveal order details, medical information or personal data.
7. Stay consistent in tone across platforms — customers compare.

Justdial reply examples

Positive:

Thank you, Rakesh ji, for rating us 5 stars! We're glad our plumber fixed the leakage the same day. Save our number for anything else at home — we're always happy to help.

Negative (late arrival):

We're sorry our technician arrived late, Sunita ji. That's not the service we promise. We've spoken with the team about scheduling. Please call us on 98XXXXXX12 so we can offer you a priority visit.

Lead complaint ("never called back"):

Apologies for missing your enquiry. We've improved how we follow up on requests. Please share a convenient time and we'll call you right away.

Zomato and Swiggy reply examples

Positive:

Thank you for loving our paneer tikka, Ananya! The secret is our overnight marinade. Hope to serve you again soon.

Negative (cold food):

Sorry your biryani arrived cold, Vikram. We pack every order hot in sealed containers, but delivery delays can affect temperature. We'd love to make it up to you — please reach out through the app or call us.

Negative (wrong item):

We're really sorry about the wrong item in your order. We've rechecked our packing process to prevent this. Please contact us with your order details so we can resolve it.

Negative (quantity):

Thank you for the feedback on portion size. We've reviewed our packing standards for this dish. Your satisfaction matters, and we'd like to hear more — please message us.

Tips for food platforms:

• Respond to patterns: if many reviews mention spice levels, add "spice level" options to your menu.
• Packaging upgrades often fix multiple complaints at once.
• Keep menu photos and descriptions accurate to avoid "not as shown" reviews (menu on Google).
• Compare platform ratings with Google — see Zomato/Swiggy vs Google Maps.

Practo and clinic reviews

Medical reviews need extra care:

• Never confirm that someone is your patient in public.
• Don't discuss diagnosis, treatment or bills.
• Use general language: "We're sorry to hear about your experience. Please contact our clinic directly so we can understand and help."
• For positive reviews: "Thank you for your kind words. Wishing you good health."

See our doctor and clinic reply templates.

Facebook recommendations

• Reply to both recommendations and "doesn't recommend" posts.
• Move complaints to Messenger quickly.
• Hide only abusive or spam comments; deleting genuine criticism often angers people more.

Handling the same complaint across platforms

Some unhappy customers post the same review on Google, Zomato and Facebook. Reply on each with the same core message, adapted for the platform. Resolve the issue once, then — if the customer agrees — they may update their reviews.

When a review violates rules

Each platform has a reporting process for fake, abusive, irrelevant or competitor reviews. Report through the official business app, give a clear reason and evidence if available, and keep your public reply calm in the meantime (fake review guide).

Ask happy customers for reviews — the right way

• Food platforms often request ratings after delivery; good packaging, a handwritten "thank you" and accurate orders help.
• For Google, include your review link on bills, packaging inserts or WhatsApp thank-you messages.
• Never offer discounts or freebies in exchange for reviews on any platform.

A weekly cross-platform routine

1. Monday: Google and Justdial.
2. Tuesday: Zomato/Swiggy or Practo.
3. Thursday: Facebook and Instagram.
4. Friday: note common themes and one improvement.

Frequently asked questions

Does replying on Justdial improve my ranking there?

Platforms generally favour active, well-rated listings. Replies show engagement and help customers decide.

Can I remove a Zomato review?

Only if it violates Zomato's guidelines; report it through the partner app.

Should I copy my Google replies to other platforms?

Use the same tone and facts, but write each reply fresh so it doesn't feel robotic.

Which platform matters most?

Usually Google for discovery. Food businesses also need strong Zomato/Swiggy ratings; clinics should manage Practo.

Can Chamko reply on Justdial or Zomato?

Chamko focuses on Google reviews. You can use its AI reply helper to draft replies and paste them into other platforms.