Policy & process

Evidence to prepare when challenging a review

Google responds to facts it can test. It does not respond to how strongly you disagree.

The strongest cases are short: one review, one rule, one checkable fact. Everything else is context that slows the report down.

This page covers what to collect, what to leave out, and how to share it without handing over more customer data than the case needs.

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Evidence that carries weight

These are the documents and screenshots that decide cases, in rough order of usefulness.

A search showing no order, booking, invoice, file or client record for the reviewer
Screenshots of identical review text posted on other businesses by the same account
The reviewer's public profile, showing a pattern such as a single review or a run of negatives
A dated timeline: when the review appeared, and what was happening at the time
Records that contradict one specific claim, such as a rota, a job sheet or an appointment log

What tends to be ignored

Volume is not persuasion. Long submissions about unfairness get read as a commercial dispute.

Arguments about how damaging, untrue or unfair the review is
Claims about lost revenue or lost contracts, which are not policy questions
Screenshots of private messages that do not relate to the review's content
Bulk attachments covering several reviews when the report concerns one

Sharing records safely

You rarely need to send a customer file. A redacted extract or a screenshot of a search result usually proves the point, and it keeps the rest of your data out of the process.

Redact unrelated names, addresses, card details and clinical or financial detail
Send screenshots rather than exports where possible
Keep the originals: if the case needs escalating, the source record matters

Official Google documentation

Questions we get asked

Then we work with the review's own content: duplication, off-topic material, naming of individuals, or a demonstrable absence of any relationship with your business. Some sectors, such as walk-in trade, genuinely have less to go on.

It helps to show when the review appeared and how the pattern developed. A dated note in your own log is usually enough alongside the screenshots.

Occasionally, where it confirms a fact such as who was working. It will not carry a case on its own, and it is worth less than a system record that shows the same thing.

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