RankRackEqual and free core right
A provider representative may post one public reply to each review. Replying to a critical review - rated three stars or below - is free and never limited on any plan. The Essential plan includes fifteen replies a month to reviews rated above three stars; Professional and Enterprise have no cap. Paid plans add workflow tools, never a superior right to defend reputation or a different moderation standard.
Reply rules
Address the experience and the proposed resolution; remain courteous and concise.
Do not reveal or confirm private customer details, ticket content, IP addresses, billing data or identity clues. Invite the reviewer to your own support channel using your general contact details.
Do not threaten, shame, harass, discriminate, advertise, manipulate ratings or offer a sentiment-dependent benefit.
Do not state or imply that RankRack has validated the provider's allegations.
A reply cannot be edited or replaced once posted, so check it before publishing.
Workflow and moderation
Replies are posted by the page's team: the account that claimed the page through domain verification, and any team member it has invited. Replies publish immediately and are moderated after the fact; concerns about a reply go to [email protected]. While a review is under appeal it carries a public under-appeal tag and the reply remains published alongside it. Removal and appeal of the review itself follow the Review Removal and Appeal Process. When a page is closed, its published reviews and replies remain, attributed to the provider; the page stops accepting new replies.