Why can't I see a review a customer says they left?

A customer says they left a review, and you cannot find it. This is common. In most cases the cause is one of a few simple things. This page shows how to find out which one.

Why would a review not show on my profile?

There are four usual causes:

• The review is delayed. Google does not always publish a review at once.
• Google removed the review. Google uses automated spam detection to remove reviews it identifies as spam.
• The review is on the wrong listing. The customer may have picked a similar business, an old listing, or a duplicate.
• The customer did not finish. Customers must be signed in to a Google Account to leave a review. A review that was typed but not submitted does not exist.

You cannot tell which cause applies by looking at your profile alone. You need a few checks.

Can Google remove a real review by mistake?

Yes. Google says its automated spam detection helps to highlight authentic reviews. Google also says the system may occasionally remove legitimate reviews by mistake. If this happens, Google tells you to contact support for help.

The system can also remove reviews that break the rules on fake or misleading content. Google does not allow reviews that were paid for, directly or in kind. It also does not allow reviews posted from multiple accounts by one person. Google also does not allow reviews based on a conflict of interest, such as a review from a current employee or a family member.

If several reviews came from staff, relatives, or one device on the same day, the system may have removed them for these reasons.

How do I find out where the review went?

Follow these steps:

1. Ask the customer for a screenshot of the review on their own device. The screenshot should show the business name and the address.
2. Ask the customer to open their own Google Maps profile and look at their contributions. This shows whether the review was posted at all.
3. Check the business name and address in the screenshot. Compare them with your listing.
4. Search for your business name and city in Google Maps. Select Reviews, and look for the review again.
5. Open the Reviews Management Tool with the account that manages your profile. It shows reviews you reported and their status. It does not list reviews that Google removed as spam.

If the review is on a different listing, tell the customer. The customer can delete it and post it again on the correct profile.

What if the customer did post it, and it is still missing?

Wait a short time first. Then contact Google Business Profile support. Send the screenshot, the customer’s name as shown on the review, and the date. Say that you think the system removed a real review. Do not ask the customer to post it again many times. Repeated posts can look like manipulation.

Do not offer the customer a discount, a gift, or payment to post the review again. Google does not allow incentives in exchange for a review. The Competition Bureau of Canada also treats fake or misleading reviews as a serious matter. A genuine review that is missing is not worth a rule violation.

What can I do to avoid this problem?

Good habits lower the chance that a review goes missing:

• Share one review link or QR code from your Business Profile. Do not send customers to search for you.
• Ask customers for honest reviews. Do not tell them what to write.
• Do not ask staff to collect a set number of reviews. Google does not allow this.
• Do not pressure customers to write a review while they are at your premises.
• If you send review requests by email or text, check that you have the consent that CASL requires.

Should I report a review I do not like?

This is a different problem, but owners often mix the two. Google says you can report any review. Only reviews that break Google’s policies are eligible for removal. Do not report a review only because you disagree with it. Google does not get involved in conflict between businesses and customers.

You can reply to a review once your business is verified. Google reviews your reply before it is public. A customer can still change the review after reading your reply.