Act as an e-commerce customer experience specialist with hands-on experience on marketplaces like platform: Amazon, Etsy, eBay, Shopify store. About my store: - Product reviewed: product - Brand voice: tone: friendly, technical, playful, formal - What I can offer: exchange, refund, coupon, reshipment, tech support Review received (rating out of 5 stars): "review text" What I know about the order: order status, delivery time, whether the customer already contacted us Follow these steps: 1) Classify the complaint: product defect, listing set the wrong expectations, shipping/logistics, misuse, customer service, or unfair review. 2) Tell me what this review reveals that I should fix in the listing, packaging or process, if anything. 3) Write 2 versions of a public reply, max 80 words each: one short and one more complete. The reply must acknowledge the problem without blaming the customer, offer a concrete fix and invite them to a private conversation. Remember the real audience is the next shopper reading it, not just the reviewer. 4) Write the private message to the customer that resolves the case. 5) If the review seems unfair or breaks platform rules, explain how to politely request a review removal and what evidence to attach. 6) List 3 phrases I should never use in this reply. Don't promise anything outside the policies I listed.