A practical workflow
Acknowledge the concern
Refer to the issue in general terms. You can recognise frustration without asserting facts that have not been checked.
Offer a practical channel
Direct the person to an appropriate support route for follow-up. Do not request personal records in a public thread.
Review the tone
Remove blame, sarcasm and threats before publication. Have another responsible person check sensitive replies.
Avoid this mistake
Do not demand deletion or a higher rating as the price of support.
What to check
Look for a clear next step and an absence of private information or argumentative language.
Check the publication boundary
A reply draft and a public response are different states. Publishing to Google requires approved application setup and an authorised Business Profile connection. If those are unavailable, do not describe the draft as sent. Optional automatic replies should have an explicit owner policy and ongoing checks. The business remains responsible for the wording published under its name.