1. Apologize: I apologize for the customer's criticism. Admit your mistakes or faults, and show respect and apologies to customers. For example, "I am very sorry for the bad experience, and we deeply blame ourselves."

2. Explain the reasons: If you think the customer's evaluation is unfair or misunderstood, you can explain the specific reasons. For example, "we noticed that there was something wrong with the order, which was caused by some misunderstanding or technical failure." We attach great importance to feedback and will solve this problem as soon as possible. "