Asking for and replying to reviews

Reviews help new customers choose. You may ask customers for a review, and you reply to what they write. There are some rules, though.

A link or QR code to ask for reviews

Google creates a link that takes customers straight to the review window. You can only do this in a browser on a computer, not on your phone.

1. Go to your Business Profile.
2. Choose Read reviews and then Get more reviews.
3. Click Copy to copy the link. To save the QR code, right-click it and choose Save image as....

Add the link to your thank-you email or below your invoice, for example, or put up the QR code in your shop. Open the link yourself first in a private window to check that the right window opens.

What is not allowed

• No rewards. Google strictly prohibits offering a discount, gift or free product in exchange for a review. This also applies to a reward for changing or removing a review.
• No fake reviews. A review must be about a real experience. So don't write reviews yourself, don't have friends or staff write them, and don't buy them.
• Ask everyone. Ask all your customers, not just the happy ones. You can read about the EU rules against misleading reviews in the lesson Asking for and replying to reviews of the Getting found online course.

Replying to a review

Your profile must be verified.

1. Go to your Business Profile and choose Read reviews.
2. Click Reply next to the review.
3. Type your reply and click Reply.

Google checks your reply before it becomes visible. This usually takes about 10 minutes, but sometimes up to 30 days. Want to change a reply? Choose Edit next to your reply.

How to reply well

• Reply to all reviews, including the positive ones. A short thank-you is enough.
• For a negative review: stay calm, thank them for the feedback, acknowledge what went wrong and offer to discuss it further by phone or email.
• Don't mention any personal details of the customer.
• Reply within a few days. That's why it's best to read your reviews every week.

Tip: Does a review break Google's rules, for example spam or a review from someone who was never a customer? Then you can report it to Google. Google decides whether it is removed. In the meantime, simply reply calmly.