Reviews are public. They are not an appropriate place to request passwords, tokens or private documents.
Evaluation approach
Reply clearly and direct users to safe support. Avoid unverified accusations about their devices.
Application example
Version and a limited error code may be enough to begin investigating a launch failure.
Limits and considerations
Deleting feedback or asking for a better rating does not resolve a technical defect.
What must stay out of public replies?
Account numbers, device identifiers and sensitive event details belong in controlled channels. Keep public guidance brief and useful.
Checks and decisions
- Do not request secrets
- Provide support
- Investigate causes
Sources
The primary references above provide the technical basis. Example workflows and evaluation suggestions are this publication’s explanations, not independent test results for a particular product.