I'd like to reply to the customer's review.

Question

Hello.

I'm in charge of Samsung Smart Switch app.

I replied to the customer's review. However, even after 24 hours, the answer is not exposed to the MS store. I wonder if there is a separate policy that exposes answers or if it is not exposed due to problems.

Please check it.

Thank you.

Answer 1

Review responses posted through Partner Center are shown directly under the original customer review in the Microsoft Store. There is no separate “exposure” policy described beyond these points:

1. Responses are tied to the specific review. If the customer edits the review, the original response is removed from the Store listing and must be re‑submitted to the updated review.
2. Responses cannot be edited after posting. If a change is needed, it requires the customer to revise the review first.
3. Responses must comply with the review response guidelines (no compensation offers, no marketing/ads, no promotion of other apps/services, no profane or aggressive content, and must be directly related to that review). Microsoft can revoke the ability to send responses if they are frequently reported as inappropriate.
4. Customers can report a developer’s response as inappropriate; Microsoft may remove such responses.

If a response is not visible after 24 hours:

• Confirm that it was submitted via Partner Center under Insights → Reviews (or Analytics → Ratings and reviews depending on the view) and that it appears there as a reply.
• Ensure the response content follows the guidelines; if it violates them, it may be blocked or removed.
• Check whether the customer has edited or deleted the review; in that case, the response will no longer appear.

If the response appears correctly in Partner Center but still does not show in the Store after some time, open a support request through Partner Center so Microsoft can check the specific app and review.

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References:

• Respond to customer reviews
• Ratings, reviews and responses