How do I reply to Google reviews?

How do I reply to a Google review?

Follow these steps:

1. Go to your Business Profile.
2. Select Read reviews.
3. Find the review you want to answer and select Reply.
4. Type your reply in the dialog box.
5. Select Reply to send it.

That is the whole process. The hard part is deciding what to write.

Do I need to verify my business first?

Yes. Google says you must verify your business before you can reply to reviews. If the Reply button is missing, check your verification status first.

What happens after I post a reply?

Google reviews each reply to make sure it follows its content policies. If Google does not approve it, you will be asked to edit it. Replies usually take up to 10 minutes to review. Sometimes a review can take up to 30 days.

When Google approves the reply, it appears publicly under the customer’s review. It looks like your business replied. Your personal name is not shown.

The customer is also notified. They can still change their review after reading your reply. If they do, the date on their review changes to the date of the update.

How do I reply to a positive review?

Keep it short. Google’s advice is that long replies lose readers before they reach the main point.

Avoid sending the same “thank you” to everyone. Mention one detail from the review, such as the job they hired you for or the person who helped them. Your reply is also read by future customers, so a specific reply shows that someone is paying attention.

Do not use the reply to offer deals or promotions. The reviewer is already a customer. Share a detail that supports their experience and invites them back.

How do I reply to a negative review?

Take a breath before you write. Then work through this list:

1. Address the reviewer by name.
2. Acknowledge their specific complaint.
3. Apologize when it is appropriate. A genuine apology helps rebuild trust.
4. Admit real mistakes, but do not take blame for things outside your control.
5. Explain what you can and cannot do.
6. Offer to continue the conversation by phone or email.
7. Sign with your name or initials.

Never share a reviewer’s private information. Never attack them personally, even if they were unfair. Answer promptly. A quick reply shows you care about your customers.

Google also notes that a constructive reply and a follow-up may encourage the customer to update their review. That is a possible outcome, not something you can count on.

Should I report a review instead of replying?

Report a review only when it breaks Google’s content policies, for example spam or profanity. Google says not to report a review just because you disagree with it or dislike it. Google does not get involved in conflicts between businesses and customers.

To report a review, go to your Business Profile, select Read reviews, select Report next to the review, choose a reason, and select Send report. Evaluation typically takes several days. You can reply to a review while you wait.

How do I edit or delete a reply?

1. Go to your Business Profile.
2. Select Read reviews.
3. Select Edit under your reply.
4. Change the text and select Update.

To remove the reply, select Delete instead.

Are there Canadian rules I should know about?

Never offer a discount or free item in exchange for a review, a changed review, or the removal of a negative review. Google treats this as fake and misleading content and strictly prohibits it. In Canada, fake or misleading reviews also raise concerns under the Competition Bureau’s rules on false or misleading representations.

If you ask customers for reviews by email or text, CASL may apply to those messages. Make sure you have consent before you send them. Check the current CASL guidance for your situation.

What tone works best?

Be professional, polite, and conversational. Write the way you would speak to the customer at your counter or door. Keep your reply clear and helpful, and remember that every reply is public.