Telling a suspicious review from one that hurts
A harsh review from a real customer is not a fake review, even if it is unfair in your eyes. A review is suspicious when several signs add up, not because of a single one.
The signs that should alert you
The author has almost no history, or only very negative reviews of businesses in the same sector. The text describes no specific situation or talks about a service you don’t provide. Several very similar reviews arrive at once. You find no trace of a visit, an order or a contact.
Keeping evidence
- 1
Take a screenshot of the review with the date and the author’s profile.
- 2
Note what you searched for in your records (bookings, invoices, exchanges) and the result.
- 3
Keep screenshots of similar reviews, if you see several.
All of this will help if you have to challenge a decision by Google or if the situation drags on.
Reporting to Google
From your listing, report the review as inappropriate, choosing the closest reason (conflict of interest, fake content, off topic). Say that the author doesn’t seem to have been a customer. Processing can take time and nothing is certain: the guide on deleting a review details the steps.
Template: a cautious public reply
“Hello, thank you for your message. We could not find any trace of this situation in our records and we would like to understand. Could you write to us at [contact]?”
Stay factual: don’t accuse anyone publicly, even if you suspect a competitor.
The trap to avoid
Don’t answer a fake review with fake reviews, on your listing or on the competitor’s. It is forbidden by Google, it shows, and it puts you in an awkward position. In case of harassment or repeated defamation, keep your evidence and seek advice from a lawyer. This guide does not replace legal advice.
Go further
It details what Google can remove, how to report, how to challenge a refusal and why to be wary of paid offers.
Read the guide on deleting a review