When it comes to the Internet, what goes up does not come down. In other words, when you or anyone else posts a comment about your business on social media, it's generally not retractable. Responding to comments by others, especially negative ones, requires a bit of forethought.
If you've ever found yourself in a sticky situation online, you'll appreciate this flow chart from Bplans, a business planning resource company. It provides advice on handling both favorable and unfavorable social media-related scenarios.