Google has just launched a new management tool for removing (negative) reviews left on your Google My Business listing. I talk about it at the end of this article. This is an opportunity for me to list the (legal) solutions available for removing a Google review.
Important: Before requesting the removal of a review, read Google’s unofficial review policy. And above all, read between the lines to understand how much leeway you have…;-)
To help you, I’ve translated and completed the official google page: https: //support.google.com/business/answer/4596773?hl=en&co=GENIE.Platform%3DDesktop
Other techniques are available in this article, which you should read in advance: https: //www.business-ereputation.com/9-methodes-pour-supprimer-des-avis-ou-contenus-negatifs/
Summary and contents of the page
Remove reviews from your Google business profile
To ask Google to remove or delete an inappropriate review from your business profile, report the review. Google may remove notices that violate Google’s policies.
Request deletion of a notice
Understanding which notices to report for deletion
- Report only reviews that violate Google’s policies.
- Don’t flag a review just because you don ‘t agree with it or don’t like it.
- Google does not intervene when companies and customers disagree on the facts.
- There’s no reliable way of determining who’s right about a particular customer experience.
- Tip: Be patient. It can take several days to evaluate an opinion.
How to request deletion of a notice
To report an inappropriate notice for removal, you can use Google Maps or Google search. Deleted notices will cease to appear on both.
Report a review on Google Maps
- On your computer, open Google Maps.
- Find your company profile.
- Find the notice you wish to report.
- Click on More then Report as inappropriate.
Report a review in Google search
- On your computer, go to Google.
- Find your company profile.
- Click on Read reviews.
- Find the notice you wish to report.
- Click on the Info icon.
- Select the type of violation you wish to report.
Report a review in your account
- On your computer, log in to manage your company profile.
- Select the notice you wish to report.
- For a single company :
- Open the profile you wish to manage.
- In the left-hand menu, click on Avis.
- For several companies:
- In the left-hand menu, click on Avis.
- Use the drop-down menu to select a location group (this option is not available for organization accounts).
- On the notice, click on More then Report as inappropriate.
Report a review in the review management tool: THE NEW GOOGLE TOOL
https://support.google.com/business/workflow/9945796
- Access the notification management tool.
- Tip: To access the review management tool in the search, click on Read reviews, then More, then Manage flagged reviews.
- Check that the e-mail address displayed is the one you use to manage your company profile.
- Tip: If you use another e-mail address, click on Change account.
- Click on Confirm.
- Select your company, then report a new notice for deletion.
- For each notice you wish to report, click on Report.
- In the new tab, select a category for the notification.
- Click on Submit.
Check the status of a reported notice in the notice management tool
- Access the notification management tool.
- Tip: To access the review management tool in the search, click on Read reviews, then More, then Manage flagged reviews.
- Check that the e-mail address displayed is the one you use to manage your company profile.
- Tip: If you use another e-mail address, click on Change account.
- Click on Confirm.
- Select your company, then check the status of a notice I reported earlier and the call options.
- The possible statuses are :
- Decision pending: The notification has been reported but not yet verified.
- Verified notice – no policy violations: The notice has been verified and no policy violations have been found.
- Tip: You can appeal this decision. Learn how to submit an appeal below.
- Escalated – check your e-mail for updates: A call has been escalated and the decision will be sent to your e-mail.
Submit a call for advice
If you report a review but the verdict says it doesn’t violate Google’s policies, you can submit an appeal. Find out what type of content is restricted.
- Access the notification management tool.
- Tip: To access the review management tool in the search, click on Read reviews, then More, then Manage flagged reviews.
- Check that the e-mail address displayed is the one you use to manage your company profile.
- Tip: If you use another e-mail address, click on Change account.
- Click on Confirm.
- Select your company, then check the status of a notice I reported earlier and the call options.
- At the bottom of the page, select Appeal eligible notices and then the notices you wish to contest.
- Tip: You can select up to 10 notices.
- Click on Continue, then Submit a call.
- In the new tab, fill in the form and submit.
- You will receive an e-mail with the verdict on your appeal.
- If the notice is found to violate our policy, it will be removed.
- Otherwise, the notice will remain online and its status will remain “Escalated – check your e-mail for updates” in the notice management tool.
Understanding notices deleted by spam detection
Google uses automated spam detection measures to remove reviews that are likely spam. These measures are designed to improve the user experience on Google and display genuine, relevant and useful reviews. Some legitimate reviews may be inadvertently removed.
My expert opinion:
- Never give impulsive answers, analyze the case before answering.
- If the notice does not contain semantics or orientations prohibited by Google, you will have difficulty asserting your rights.
- A notice older than 3 months is considered accepted.
- Show a thorough legal process: Bailiff online + complaint filed and mentioned in response to the notice
- Analyze the reviewer: a review submitted under speudo without any history will be easier to skip.
Still at an impasse? contact me for a 30-minute video consultation (for a fee).
