Negative review response agent

Act as my customer-recovery agent for a negative review.

The review (paste verbatim): {{review_text}}
Review platform (Google, Facebook, ProductReview, TrueLocal): Google
What actually happened from my side: {{my_side}}
Is the customer correct (mostly / partly / not really): Partly correct — some facts off
My business: {{business}}
What the customer originally paid: {{paid}}

Walk me through these steps:

1. **Severity triage** — rate it Low / Medium / High based on: factual accuracy, public visibility, risk to business reputation, response time pressure
2. **Public response draft** — 60-90 words, no defensive language, acknowledge their experience, offer to take it offline, sign with first name
3. **Direct outreach** — DM or email I should send to the customer privately (specific remedy, more personal than the public reply)
4. **Internal action** — what to fix or change in my business so this doesn't happen again (be specific)
5. **Refund decision** — should I offer one? Recommend full / partial / credit / nothing, with reasoning. If yes, draft the refund message.

Plain English. No corporate language. Direct + accountable, not grovelling.