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Can you delete a Google review?
Who can delete one, what you can report instead, and the one shortcut that gets a business in trouble.
Founder, ProveWorth
Key Takeaways
- 1A business owner can't delete someone else's Google review. Only the reviewer can delete or edit it.
- 2You can report a review that breaks Google's policies. Disliking a review is not a reason.
- 3Google doesn't get involved in conflicts between businesses and customers.
- 4Never offer a refund, discount or payment in exchange for a deleted review.
- 5A demand for money to remove reviews goes to Google's separate extortion form.
No. A business owner can't delete someone else's review on Google. Only the reviewer can edit or delete it. Your option is to report a review that breaks Google's policies, and a rating you dislike doesn't qualify.
This page covers who can delete a review and what you can report. It also covers what to do when a review is unfair but within the rules.
Who can delete a Google review?
The person who wrote it. Google says you can't contact a reviewer through Google or directly delete someone else's review.
A reviewer deletes or edits their own review from Your contributions, under Reviews, then More. If they edit it, the date shown on the review changes to the date of the last edit.
Google can also take a review down. It may do that if the review breaks Google's review policies or if others label it inaccurate.
What can I do about a review I think is unfair?
Report it, but only if it breaks a policy. Google's reporting page says not to report a review just because you disagree with it or dislike it.
Google also says it doesn't get involved in conflict between businesses and customers. So "this customer is wrong" won't move it. "This review is spam" or "this review has profanity" might.
The steps are in how to remove a bad Google review, and the short version is in how to report a Google review.
What if the review is unfair but within the rules?
Then it stays, and your reply does the work. Write for the next customer who reads both. How to reply to a Google review has examples.
Google says a reply may encourage the customer to update their review. If you fix the real problem, the reviewer may choose to change it.
Make the fix unconditional. The FTC's rule doesn't prohibit contacting a customer who posted a negative review to resolve the issue. It also doesn't prohibit simply asking satisfied customers to update their reviews.
Can I pay or refund a customer to remove it?
No. This is the shortcut that gets businesses in trouble, and two different rules cover it.
- Google. Its policy bans incentives, such as payment, discounts, free goods or free services, in exchange for reviews, revisions or removal of a negative review.
- The FTC. Its consumer reviews rule bans incentives tied to a particular sentiment. Its guidance says offering incentives to take down negative reviews could still be an unfair practice.
So refund the customer if they're owed a refund, and keep the review out of the conversation. A refund that depends on deletion is a trade.
What if someone demands money to remove reviews?
Don't pay and don't negotiate. Google has a separate review extortion form for direct demands for money or favors in exchange for removing reviews.
Before you block the sender, save screenshots of the demand, the direct links to the reviews, the sender's details and a timeline. Google says paying can encourage further attempts and doesn't guarantee removal.
If the review is only rude, use the normal report route instead. The extortion form is for demands.
Can I delete my own reply?
Yes. Select the Delete icon under your reply. To change it instead, select the Edit icon, make the change, and select Update.
Your reply is the one thing on a review page you control. Read it once more before you post it.
What if a good review disappeared?
Google says automated spam detection can occasionally remove a legitimate review. If that happens, contact Business Profile support.
Reviews removed for policy violations are not restored. For the usual reasons a review vanishes, read why Google reviews disappear.
What do I do next?
Check the review against the policy before you report it. If it holds up, start with how to remove a bad Google review. If it doesn't, write the reply and move on. For bigger-picture options, see reputation management for a small business.
One bad review weighs less when it sits among plenty of real ones. On ProveWorth, each review request goes out by email after a job, and every review publishes on your own page. You can get your free page, or see how the review requests work.
Sources
- Google Maps Help, report inappropriate reviews and photos
- Google Business Profile Help, report and appeal a review
- Google Business Profile Help, report review extortion
- Google Business Profile Help, read and reply to reviews
- Google Maps contribution policy, prohibited and restricted content
- FTC, consumer reviews and testimonials rule questions and answers
Founder, ProveWorth
Built ProveWorth - the trust layer for human communities. We surface real reviews from real members across hundreds of communities, so you can find the one that fits and join with confidence.
Frequently Asked Questions
Can I delete a Google review of my business?
No. Google says you can't directly delete someone else's review. You can report it if it breaks Google's policies, and only the reviewer can delete it.
Who can delete a Google review?
The reviewer can delete or edit their own review from Your contributions. Google can also take a review down if it breaks policy or others label it inaccurate.
Can I pay or refund a customer to remove their review?
No. Google's policy bans incentives in exchange for reviews, revisions or removal. The FTC says offering them to take down negative reviews could be an unfair practice.
Can I delete my own reply to a review?
Yes. Select the Delete icon under your reply. To change it instead, select the Edit icon, make the change, and select Update.
What if someone demands money to remove reviews?
Don't pay or negotiate. Google has a separate review extortion form. Keep screenshots of the demand, the review links and the sender's details first.
Why did a good review of my business disappear?
Google's automated spam detection can occasionally remove a legitimate review. Contact Google Business Profile support if that happens.
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