Duplicate Removal Causes Loss of Review Replies and Photos

[ABuck]

I had a situation this week in which a client deleted a duplicate listing and lost all of her review replies and 200+ photos. I've never seen that happen before. I reached out to GBP Support and received a reply that we should re-add all of the photos and that they were escalating the review response issue.

The client is, of course, very upset. I wouldn't have told her to do anything different. Duplicate listing - remove - done and dusted. Now I'm leery of suggesting that in the future.

Has this ever happened to anyone else?

 

[ElizabethRule]

Never seen that happen before. To clarify, you just had them remove the duplicate listing in the dashboard, right? You did not go into the live profile and remove that?

 

[ABuck]

Correct. She clicked the box and selected Remove Business. I was not concerned at all. But that was the result.

 

[ABuck]

An update - Google Support has said, after escalation to the Specialist Team, they can't restore the review replies.

This makes me very wary of telling a client to follow Google's instructions on removing a duplicate listing.

 

[Tim Colling]

To be honest, my advice would be to be very wary of anything at all that a Google support rep tells you to do.

 

[goodbath]

To be honest, my advice would be to be very wary of anything at all that a Google support rep tells you to do.

so when there is duplicate? what is the right option to remove the duplicate profile? thank in advance