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Replies for health or safety claims

When a comment says your product cured something, or asks whether it is safe for a child, your reply becomes part of your advertising. Be warm, be careful, and point to facts.

Replies to copy

Swap each blank for your own details. Every reply fits Threads (500 characters); the ones marked for TikTok stay within its 150 with typical details filled in.

  • A happy customer making a claim

    So glad you love it, {name}! Thanks for sharing your experience.

    Fits TikTok

  • "Is it safe for...?"

    Great question, {name}. Everything that goes into it is listed at {materials_link}. For health questions, please check with your doctor.

    Fits TikTok

  • Pregnancy, children or a condition

    We can't give medical advice, {name}, so please ask your doctor. The full materials list is at {materials_link}.

    Fits TikTok

  • Someone reports a reaction

    We're sorry, {name}, and we take this seriously. Please stop using it, and we've messaged you to help.

    Fits TikTok

  • An allergy question

    Good to check, {name}! Every material is listed at {materials_link}. If you have an allergy, please check with your doctor first.

    Fits TikTok

  • Someone asks for proof of a claim

    Fair ask, {name}. We only say what we can back up, and everything we claim is explained at {materials_link}.

    Fits TikTok

  • A commenter gives others medical advice

    Thanks for sharing, {name}! Everyone is different, so we always suggest checking with a doctor for health questions.

    Fits TikTok

  • The full answer

    Thanks for asking, {name}. We can't give medical advice, and we'd never want to guess about your health. Every material that goes into the {product} is listed at {materials_link}. If you have a condition, an allergy or are expecting, please check with your doctor before trying it. We're happy to answer anything else here.

    Too long for TikTok

Public or private?

Answer in public when

Answer in public when you can point to facts: what the product is made of, how to use it, where to find the full list. Thank happy customers without repeating their claims.

Take it private when

Anything about a person's own health goes private, always: a reaction, an injury, a condition. Reply in public once so readers see you care, then continue in a message.

What never to do

  • Never repeat, "like" or agree with a customer's claim that your product treats, cures or prevents a condition. Your reply can make their claim yours.
  • Never give medical, dosage or safety advice for someone's particular situation. Point to a doctor.
  • Never ask people to describe symptoms, conditions or reactions in public.
  • Never argue with someone reporting a reaction, or suggest they used it wrong, in the comments.
  • Never say something is "safe for everyone", "natural so it can't hurt" or "doctor approved" unless you can back it up.
  • Never delete a report of a reaction. Hide it only if it shares someone's personal details, and follow up privately either way.

The blanks

What goes in each blank on this page, with the kind of detail we used to check lengths.

BlankWhat goes thereExample
{name}The first name of the person who commentedJess
{materials_link}Your materials or ingredients pagewildermere.com/materials
{product}The product in the adRidgeline

Or let CommentGate write them

These replies are a starting point. CommentGate drafts answers like them for every question on your posts and ads, in your voice and with your details already filled in.

  1. 1Tell it your facts once

    Return window, shipping times, sizing notes and how you sound. Every draft uses them.

  2. 2Approve, edit or discard

    Nothing is posted until your team says so. Each edit or discard is a correction it learns from.

  3. 3Let clear answers send

    Once its drafts go out unchanged, let clear answers send on their own. Anything unsure still waits for you.

Read more about replies in your voice and how the autopilot learns from your corrections.

Questions

Can I reply "thank you!" to a comment that says our product cured something?

A warm thank-you that does not repeat or endorse the claim ("So glad you love it!") is the safer reply. Agreeing with the claim can read as your brand making it.

Should I hide comments that make health claims about my product?

Consider it when a claim is one you could not make yourself, especially under an ad. Your team knows your category best. In CommentGate, a rule can send comments that mention words like "cured" to review, so a person on your team makes the call.

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