What should a public reply to a bad pickup review include?

A customer-care question about replying to local pickup complaints without exposing private order details.

Bad pickup reviews are tricky because the shop may need order details that should not be discussed in public. A reply still needs to show future customers that the issue is handled. I usually look for four parts: name the issue, apologize for the inconvenience, say what will be checked or changed, and move private details to a direct contact path. What else belongs in a public reply to a confusing pickup or delayed pickup review?