Receiving reviews is a great way to let your future customers know what they can expect when they decide to choose your business for their next purchase. Occasionally, you may notice that some of the reviews that have been submitted by your customers are not showing up on your Google My Business profile. Unfortunately, we don't have any control over reviews being displayed on your GMB. Google has a multitude of reasons why a review would be removed from the public from viewing it.
Here is a list of a few reasons a review might be removed from your GMB.
They've placed a URL in the review
The person who wrote the review works for you
Your same review appears elsewhere online (Yellow Pages, Yelp, a testimonials page on your website, etc.)
Your # of reviews is unrepresentative or higher than most businesses within your industry.
You are offering incentives for people who write you reviews
The person wrote the review from the same IP address as other users who left you reviews
The person who wrote the review is using the same IP Address or computer that you sign into to manage your local business listing
You've informed EVERYONE you know to write a review, and it's happened within a short time frame
The person reviewing you has never left a review and has never had any activity on that Google profile before or after they left you that review.
The person tried to post a review for you several times on different dates
The person reviewing you has also reviewed multiple other businesses with the same name (if you have several locations and they reviewed all of them)
Here is a help article from Google support that provides some reasons and explanations on why a review would be removed.
If you're wanting to submit a support ticket to Google to find out why a review was removed, follow the steps below.
Step 1: Log into your Google My Business account
Once you've logged in, scroll down on the menu on the left of your page and select Support.
Step 2: Select Contact us
A window will appear on the right giving you the ability to search for different help articles. At the bottom of the window, click Contact us.
Step 3: Select your Business
Select your business from the drop-down. Then type in the available field "Missing Review" and select Next.
Step 4: Select the best description
A few different description options should appear. Select the description that best matches what you're looking for help with.
Step 5: Select a resource
Select either one of the available help articles or click the Next Step button to send an email to Google Support.
Step6: Click Email
Click the email button to send Google an email to inquire about your missing reviews.
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Hopefully, this helps answer some of your questions, but if you have any difficulties or other questions please contact us at firstname.lastname@example.org!