Manage customer reviews

Important: Due to an unusually high volume of review-related appeals, processing times are currently extended. Please do not submit duplicate appeals as this causes further delays. We'll notify you as soon as your appeal is processed. Please visit this Community post for more information.

Customer reviews can give helpful feedback about your business. When you reply to their reviews, you show them that you value their feedback.

Important:

Before you can reply to reviews, you must verify your business. After your business is verified, you can reply to reviews on your Business Profile.
Reviews are available only in certain countries or regions and for certain business categories. To better match how people search for businesses, availability of reviews may change over time.
If you believe that a review violates Google’s content policies, you can flag it. Learn how to report inappropriate reviews.

Manage your reviews

How to read & reply to reviews on Google [1:46]

Read and reply to reviews

Go to your Business Profile.
Select Read reviews.
Next to the review you want to reply to, select Reply .
In the dialogue box, enter your reply.
Select Reply.

Tips:

Helpful and positive replies to reviews can show that you're responsive to your customers. Learn tips to write better review replies.
To encourage customers to leave reviews, you can share a review request link or QR code. Learn how to create a Google link or QR code to request reviews.

Understand what happens to your replies

Google reviews your replies: This makes sure that they follow Google’s content policies. If your reply isn't approved to be posted, you'll be asked to edit it. Replies usually take up to 10 minutes to review, but sometimes a review can take up to 30 days.
Your reply is publicly posted: If your reply is approved, it will be publicly posted under the customer’s review. It will appear like your business replied, and your personal name won't be shown.
The customer is notified: The person who wrote the review is notified when you reply. Customers can still change their review after reading your reply. If they change their review, the date on their review will change to show when the latest update was made.

Edit or delete your reply

Go to your Business Profile.
Select Read reviews.
Under the reply that you want to edit, select Edit .
- If you want to delete your reply, select Delete Delete.
In the dialogue box, edit your reply.
Select Update.

Get a link to a customer's review

Positive reviews provide helpful testimonials for your business. To showcase your products and services to new customers, you can share a direct link to a customer review.

Go to Google Maps.
Search for your business’s name and city.
Select Reviews.
Next to the review that you want to share, select More Share review.
In the 'Share' pop-up window, select Send a link.
Under 'Link to share', you can find the review link.
- To copy the link, select COPY LINK.

Tip: To confirm that the link has been copied, 'COPIED TO CLIPBOARD' appears next to the link.

Learn more about review types and sources

Reviews for service businesses: When a customer reviews a service business, they may be asked to choose the specific service provided. They can choose from your list of services, as well as common job types for similar businesses. If a customer leaves a written review, their selection will show in the review. Learn more about reviews for service businesses.
Reviews from third-party sources: To give customers a more complete view of your business, your profile may show customer reviews from trusted, non-Google sources, such as travel or local review sites. Learn more about third-party reviews.
Photo updates from customers: To highlight your new products, seasonal menus or updated hours, customers can post photo updates to your Business Profile. You can reply to these updates to provide more info or share additional details. Photo updates don't impact your review score, but they're visible to other customers. Learn more about photo updates from customers.