How do you move a review conversation offline?

Short answer

Acknowledge the issue publicly, then give a specific private channel — a name, phone number, or email — and stop there. The public reply reassures readers; the resolution happens where it belongs.

How to do it cleanly

• Keep the public reply short and empathetic.
• Provide one clear contact: "Please reach our manager Dana at [email/phone] so we can sort this out."
• Don't hash out details, refunds, or apologies-with-caveats in the thread.

This protects both privacy and your public image. Everyone reading sees a business that responds and takes ownership, without the messy back-and-forth playing out in front of them.