Colan Nielsen

Administrator
Moderator
LocalU Faculty
Joined
Jul 19, 2012
Messages
3,734
Solutions
4
Reaction score
1,875
90% of the time, if you can't respond to your clients reviews, either because the "respond" link is missing or they just aren't displaying live after you post them, it's due to one of two reasons.

One reason is a quick fix, the other is a terrible situation that mirrors the technical issues that fell upon SAB's back in 2012.

Reason 1: Listing is claimed in multiple accounts. This is the common reason. It's usually easily correctable with a little creativity using the Troubleshooter OR using the Google phone support. Here's a recent response I received from a Google employee after reporting a missing "respond" button on a clients G+ Local page:

Thank you for getting in touch with Google!

We?ve taken a look at the problems you are having with responding to user reviews left on your local Google+ page. We?ve looked at our data and determined there are multiple verified owners for your listing.

When there are multiple verified owners, the feature that allows owners to respond to the page is disabled. However; because none of these owners were keeping the listing up to date with the latest information and updates, we have un-verified them. You are now the only verified owner and functionality to respond to user reviews should be re-stored within the next two weeks or so.

Reason #2: Technical Issue on Google's end. This is never good and there doesn't seem to be a way to fix this issue currently. Here's an example of a response (that you don't want to get):

Hello,

Thanks for sharing your concerns and we appreciate your patience. You're not being able to respond to reviews due to a technical issue and we are pursuing a resolution. At this time, we cannot say when the issue will be resolved and when you will see your reported problem fixed.

Thank you for your patience and understanding.
 
Similar threads
Thread starter Title Forum Replies Date
djcoppedge Removing/Responding to Inaccurate Reviews in Healthcare Local Reviews 1
Niki Gross Responding to Reviews held by GMB Since March Local Reviews 2
Noelle Leahy Does responding to Google reviews in Dental Industry break Patient Confidentiality? Marketing 11
Cagro Third parties responding as owners to Google reviews Local Reviews 5
djbaxter Google: Tips for responding to reviews Google My Business & Google Maps 0
Linda Buquet Remove Negative Google Reviews By Responding??? Don't Hide your Head in the Sand Local Reviews 0
Ray Litvak Respond to Negative Review(s) Local Reviews 5
eestrada234 Yelp Photo For Responding to Reviews for Multi-location Local Search 0
eestrada234 Responding to Reviews from same IP address Consultant's Corner 4
Ray Litvak Trouble Responding to Reviews Local Reviews 17
Chris Ratchford Confused about Google Reviews and responding to reviews Google My Business & Google Maps 4
Andrew Forster Question about responding to reviews Local Search 6
grantbrott Respond To Review Not Showing Local Reviews 5
Colan Nielsen Responding To Reviews on Merchant Circle Citations 3
M Unable to Respond to Google Reviews - New Bug? Local Reviews 5
T Responding to Reviews and the Local Algo Local Search 3
C How to respond to multiple fake or duplicate GMB accounts? Google My Business & Google Maps 1
Niki Gross Responding to Questions & Answers Google My Business & Google Maps 1
JoyHawkins Issue With Responding to Q&A on Google My Business Google My Business & Google Maps 23
W Is it possible to remove reviews on GMB? Local Reviews 3
D Spam Fighting With Reviews Spam on Google 7
harmony How Does Google Choose Service Options in a Review? Local Reviews 6
abbiebeltran Google Reviews Now Have 'Service-Testimonial-Tags' at the Top Local Reviews 1
S Local Services Ads - Fake Reviews Local Reviews 1
djbaxter Google Maps Removed 55M Reviews & 3M Fake Business Profiles Spam on Google 2
E Review Spammer Help & Support for Google Local 2
C Fake google reviews on google my business Contact Us Messages 2
Greg Bernhardt Why some categories show review snippet and some don't? NAP, Categories, Dashboard Data 1
D GMB showing 2 Review sections at Zero Google My Business & Google Maps 0
Oliver Keates BBC - "Man to pay £25,000 damages over negative TrustPilot review" Local Search 6
Steve Attarian Has anyone had luck removing a Review by a non customer that gave one star because she noticed that the staff didn't wear masks when she walked by? Google My Business & Google Maps 4
swmaher Competitor Buying Fake Reviews Local Reviews 1
LauraUK SAB's - can a client without a Gmail leave a SAB a review. Service Area Businesses 3
M Google rule for collecting reviews from a dedicated tablet inside a store ? Local Reviews 8
micromano Will changing a business name in GMB cause reviews to be lost? Moving or Name Changes 3
R Facebook reviews dropped to 0; Google filtering reviews temporarily? Local Reviews 2
A Diminishing Returns on Number of Reviews? Local Reviews 6
Eoghan_MFeed Great customer review we pulled in for a client Break Room: Chat and Off Topic 0
MatGee Multiple Practitioners at Medical Office, Is It Possible To Share Reviews? Google My Business & Google Maps 2
djbaxter Webinar The State of Online Reviews in 2021 - January 14th at 2pm EST Events 0
C Review attributes gone missing Local Reviews 1
abbiebeltran Disgruntled former employee leaves 9 1-star reviews and counting on GMB listing Local Reviews 5
Koray Tuğberk GÜBÜR Review Schema Mark up and Google My Business Reviews Local Search 4
Professor M No Reviews on Local Packs for Car Wash Category in Different Countries Google My Business & Google Maps 1
rickvidallon Delay in Seeing New Reviews Postings Dec 2020 Local Reviews 2
nathangdavidson Anyone noticing reviews not being added to profiles? Local Reviews 5
Antonio 4500 plus reviews suspended for a 26-year-old hotel business. Local Reviews 17
Chris Ratchford Yelp won't remove a review from a rude reviewer Local Reviews 14
D Promote Reviews to Practice's Main GMB Profiles or Individual Doctors' GMB Profiles Local Reviews 1
jeff_taylor GMB Removes Reviews from Local Pack Local Search 0

Similar threads

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

Most UpVoted Answers

LocalU Podcasts

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert


Top Bottom