Reading list: How to Manage Disputed Reviews on Google My Business Effectively
Online reviews can significantly impact a business’s reputation, and Google My Business (GMB) is a central hub for customers to share their experiences. While positive feedback helps build credibility, negative or disputed reviews can damage trust and affect potential customers. Therefore, it’s essential to know how to manage disputed reviews on Gooogle my business with professionalism, patience, and strategy.

Understand Google’s Review Policies First

Before reacting to any review, it’s important to understand what constitutes a violation of Google’s review policies. Google prohibits reviews that contain fake content, conflicts of interest, spam, offensive language, or personal attacks. Familiarizing yourself with these rules will help determine if a review can be disputed or flagged for removal.

If a review violates these guidelines, you can report it directly through your GMB dashboard. Go to the review in question, click the three-dot menu next to it, and select "Flag as inappropriate." Google will then review the report and decide whether it should be removed.

Respond Professionally to Disputed Reviews

Whether a review is justified or not, responding in a calm, respectful, and solution-oriented manner shows professionalism. Acknowledge the issue raised by the reviewer and express your willingness to resolve the concern. Avoid becoming defensive or argumentative, even if you believe the review is unfair or inaccurate.

Here’s an example of a professional response:

We’re sorry to hear about your experience. Your feedback is important to us, and we’d like to learn more so we can resolve this issue. Please contact us directly at [info@ibrandtech.com].

Responding publicly shows prospective customers that your business cares about feedback and is committed to customer service.

Gather Evidence Before Disputing

If you suspect a review is false or misleading, gather relevant documentation or proof before initiating a dispute. This might include transaction records, internal communication logs, or any relevant context that supports your case. If a reviewer never interacted with your business, it strengthens your claim that the review is inauthentic.

When submitting a dispute, especially for serious cases, you can also use Google’s Business Profile support for follow-ups. Visit the Google Business Profile Help page to contact support and provide all necessary documentation.

Encourage Genuine Reviews from Happy Customers

One of the best ways to offset a disputed or negative review is by encouraging satisfied customers to leave positive reviews. More legitimate reviews can dilute the impact of one or two negative ones. Send follow-up emails, offer incentives, or add a CTA to your website or receipts encouraging customers to share their experience.

Just be sure to follow Google’s guidelines when requesting reviews—never offer payment or discounts in exchange for positive feedback.

Monitor Reviews Regularly

Staying on top of your reviews means you can act quickly if a dispute arises. Make it a habit to check your GMB profile weekly or set up notifications to alert you when a new review is posted. The faster you identify an issue, the quicker you can manage the situation before it escalates.

Additionally, tools like Google Alerts or third-party platforms like ReviewTrackers and BirdEye can help automate this monitoring, saving you time and ensuring no review goes unnoticed.

Use Third-Party Arbitration if Needed

If a customer remains dissatisfied despite your efforts or if Google denies your request for removal, consider using mediation or third-party customer service assistance. This demonstrates to potential clients that you are proactive and value fairness—even when the review system doesn’t work in your favor.

Good Point:
Handling disputed reviews gracefully not only protects your brand image but can also turn dissatisfied customers into loyal advocates. By knowing how to manage disputed reviews on Google my business, you safeguard your online presence while building trust with future clients.