Categories: Technical issue? :

Having technical issues with the reviews on your listing? Read this first.

Showing 1-1 of 1 messages
Having technical issues with the reviews on your listing? Read this first. vanessagene 3/12/12 12:40 PM
Last updated by Jade on January 31.

There have been a lot of questions about reviews lately in the forum, and we wanted to address some of the more common ones.

Before we dive in, we want to reiterate that we do read about issues that you’re experiencing, and we’re working hard to overhaul and improve our reviews system to make it better for everyone. Yes, it’s going to take time, and we know that can be frustrating. But we hope the work we’re putting into long-term fixes today will significantly improve your experience soon.


1. Where did my reviews go?

You may have seen reviews disappear from your listing. A few reasons why that may be the case:

  1. Reviews from third-party websites are no longer displayed on local Google+ pages. Below the reviews by Google users, we may link “Reviews around the web” on third-party sites.
  2. Reviews are removed from Google+ Local if they exhibit spammy behavior. We can't share specifics about what signals we use, but our goal is to provide end-users with high-quality information they can trust and use that info to make informed decisions. (We can share -- reviews with URLs in them are automatically marked as spam. No URLs, please!) We also remove reviews that violate our content policy guidelines. We know that sometimes our algorithms may flag and remove legitimate reviews in our effort to combat abuse, but believe that overall, these measures are helping to ensure that the reviews appearing on local Google+ pages are authentic, relevant and useful. Here's our reviews posting guidelines and policy: http://goo.gl/LtFCS
    1. Edit, December 12: Please note that the Review content policy now states that business owners or employees should not review their own businesses. We also discourage review stations or kiosks set up at your business location that are solely for soliciting reviews.
  3. There are duplicates of the business's listing, and your reviews are living on one of these duplicates.
  4. You’ve moved locations. Note, that we intentionally do not carry over reviews from an old closed location to a newly opened one.
  5. Keep in mind that some reviews may have been marked as private/removed by their author. When Google+ Local launched on May 31, reviewers were given the option to publish their reviews under their Google+ profiles or mark them as private. If they marked them as private, they won't show up on a business listing.
  6. Take a look at this Reviews Update post to learn more about why reviews might be showing or not showing.


2. How do I know which of the above reasons is affecting my listing?

There’s not much you can do to troubleshoot this — it requires a deeper dive into our system’s backend. In the case of #3, try searching for your business's exact name or address on maps.google.com to find duplicate listings.  

3. How do I get them back on my listing?

If you see your reviews on a duplicate listing, we can try to merge the duplicates back in to one listing. Two things to note: 1) It takes several weeks to merge listings, and 2) There is no guarantee that merging the listings will bring the reviews back. Contact support using this form: Select I have verified > Yes > There is a duplicate — give the support team a few days to get back to you, they've got a lot of tickets to work through.

If users have deleted or marked their reviews as private, we have to respect that decision and there’s nothing we can do to show the reviews. Similarly, if you’ve closed your business at a particular location, those reviews cannot be moved over.


4. Where are my owner responses?

Here’s the deal: Google Places allows multiple people to own a listing. So you may have claimed your account, but someone else may have claimed it before you and is still considered an “owner” of the listing. The last person to have updated the listing is considered the main owner, and only responses from that account will appear live on the listing (so, if the other owner updates the account after you had left your response, your responses will be removed from the listing). Here’s something you can do to make sure you’re the most recent owner: Go into your Places account, click to Edit your listing, don’t touch anything, and hit “Submit.” That should ping our system, to let us know you’re the most recent owner. Give it a couple days, now try again to leave a response.

5. That review is clearly fake, written by an ex-employee, etc. — how can I get it removed from my listing?
There's no guarantee we will remove it, but you can report it directly to Google Places support and we will investigate:

Link to form: http://support.google.com/places/bin/static.py?hl=en&ts=1386120&page=ts.cs
Select: I have verified > Yes > Reviews > My page features false or inappropriate reviews > Fill out the form, hit Submit, and await an e-mail response from a member of our support team.

6. Why are the reviews on my listing not related to my business?

Reviews can sometimes get reassociated to another, similarly related listing. If you’re seeing reviews on your listing that are not related to your business, please use this Help Center form to get in touch with our team, and we’ll work on getting it removed:

Link to form: http://support.google.com/places/bin/static.py?hl=en&ts=1386120&page=ts.cs
Select: I have verified > Yes > Reviews > My page features false or inappropriate reviews > Fill out the form, hit Submit, and await an e-mail response from a member of our support team.

7. One of the links in “Reviews from around the web” is wrong — it’s going to a page of reviews about an unrelated business. How do I get rid of it?

Those links are generated algorithmically, and sometimes we get it wrong. If you see an incorrect link, please use our Help Center troubleshooter to get in touch with our team, and we’ll work on getting it removed (note: it takes several weeks to fix):

Link to form: http://support.google.com/places/bin/static.py?hl=en&ts=1386120&page=ts.cs
Select: I have verified > Yes > Reviews > My page features false or inappropriate reviews > Fill out the form, hit Submit, and await an e-mail response from a member of our support team.

8. Why can’t my customer leave a review?

Say your customer tells you that they’ve gone to your listing, but were unable to submit a review. It’s very difficult for us to troubleshoot and investigate secondhand reports. Ask them if they’ve created a Google+ account (they should get a prompt when they go to leave the review). Ask them to try posting a response in a different browser. Ask them to wait a few minutes and try again.

9. How can I report inappropriate/spammy reviews?

Hover over the review in question and click on the light gray flag icon to tell us you think it’s inappropriate/spam, and we’ll look into it. If you’re seeing a large network of spam, too many for you to individually mark each one, start a new thread in the forum. We’re looking out for those reports and investigating.

10. I’ve reported a review on my listing, but it’s still there. Why won’t you remove it?

Note that we very rarely remove reviews. You can read our removal guidelines here.

11. But none of these questions address the issue I’m experiencing?

The information above addresses almost all the issues you can experience with reviews on your listing. But we know that sometimes, new bugs can crop up. So if none of the information above applies to you, start a new thread here in the Business forum and we’ll investigate.