Response plan for a one-star review

Act as a customer service manager with years of experience handling one-star reviews without letting them turn into a public crisis.

I got a one-star review and I need two things: the public reply that shows under the review, and a private message to try to resolve it directly with the customer. Here's the context:

- Review exactly as the customer wrote it: [PASTE THE FULL TEXT HERE]
- What actually happened on our end: [E.G. THE ORDER ARRIVED LATE DUE TO A COURIER ERROR / THE PRODUCT ARRIVED DAMAGED / WE'RE NOT SURE YET]
- History with this customer: [E.G. FIRST-TIME BUYER / REPEAT CUSTOMER FOR 2 YEARS / ALREADY COMPLAINED BEFORE / WE DON'T KNOW THEM]
- What we can offer to fix it: [E.G. FULL REFUND, REPLACEMENT, DISCOUNT ON NEXT PURCHASE, DON'T KNOW YET]
- Business name and who's signing: [E.G. SOL CAFE, SIGNED "WANDA, OWNER"]

Give me:
1. **Public reply** (4-6 sentences): acknowledges the specific problem without getting defensive, shows you care, and offers a fix or invites them to reach out privately. If the history says they're a repeat customer, acknowledge it warmly without excusing the mistake.
2. **Private message** (email or direct message): more personal and specific than the public reply, with the concrete fix and a clear next step (e.g. "I'll refund you today, just confirm your order number").
3. **A short note** on which tone to use based on the history: if it's their first complaint, genuine-apology tone; if they've complained before, an internal "this can't happen again" note for the team (this note is not for the customer).

If I'm missing a piece of data (what happened, what we can offer, the history), don't invent it: tell me exactly what's missing and build the rest with a [DATA TO FILL IN] placeholder at that point.