A Step-by-Step Guide for Business Owners
Negative reviews can have a significant impact on your business’s reputation, especially if they are unfair, inaccurate, or fake. While responding to negative reviews is often the best approach, there are instances where disputing them might be necessary. This guide will walk you through the process of disputing a negative review on popular platforms like Google and Yelp, ensuring you take the right steps to protect your business’s online presence.
When Should You Dispute a Negative Review?
Identifying Valid Reasons for Dispute
Not all negative reviews are eligible for removal, but certain circumstances may warrant a dispute:
The Review is Fake or Spam: If you believe the review was posted by someone who has never been a customer or is a bot, you can dispute it.
The Review Contains Offensive Language or Hate Speech: Any review that includes inappropriate content, such as profanity, threats, or hate speech, violates the platform’s guidelines and can be flagged for removal.
The Review is Irrelevant: Sometimes, reviews might not be related to your business’s products or services (e.g., a review intended for another company or unrelated to your offerings).
The Review Contains Personal Information: If a review includes sensitive personal information, such as addresses, phone numbers, or other private data, it can be disputed.
The Review Violates Platform Policies: Each review platform has its own set of guidelines. If a review violates these, you have grounds to dispute it.
How to Dispute a Review on Google
How to Dispute a Review on Google
For the most up-to-date instructions, see Remove Reviews from Your Business Profile on Google
1. Assess the Review
Verify the Review’s Validity
Before taking any action, carefully assess the review. Ensure it meets one of the criteria mentioned above for disputing. If the review is merely negative but truthful, disputing it is not the right approach.
2. Flag the Review for Removal
Steps to Flagging a Review on Google:
Log into your Google My Business account: Navigate to the “Reviews” section.
Locate the review: Find the specific review you want to dispute.
Click on the three dots next to the review: Select “Flag as inappropriate.”
Complete the form: Google will ask you to explain why the review should be removed. Provide detailed information, referencing how the review violates Google’s review policies.
3. Follow Up with Google Support
Contact Google Support if Necessary
If the review is not removed within a few days, contact Google My Business support directly. Provide additional evidence or context if needed to strengthen your case.
4. Monitor the Status
Keep Track of the Review
Google will notify you of their decision via email. Keep an eye on your inbox and your Google My Business dashboard to track the status of your dispute.
How to Dispute a Review on Yelp
How to Dispute a Review on Yelp
For the most up-to-date instructions, see How do I report a review?
1. Evaluate the Review
Check for Violations of Yelp’s Content Guidelines
Yelp has strict content guidelines. Reviews that are fake, irrelevant, or violate Yelp’s terms of service can be disputed. Make sure the review falls into one of these categories before proceeding.
2. Report the Review
Steps to Report a Review on Yelp:
Log into your Yelp for Business Owners account: Go to the “Reviews” section.
Find the review: Locate the review you want to dispute.
Click on the flag icon: Located next to the review, this will open a form where you can explain why the review should be removed.
Select the appropriate reason: Choose the reason that best describes why the review violates Yelp’s guidelines.
3. Provide Additional Context
Strengthen Your Dispute with Evidence
If possible, provide Yelp with additional context or evidence supporting your claim. This could include records of customer interactions, evidence of fake accounts, or screenshots of offensive content.
4. Wait for a Response
Yelp’s Review Process
Yelp will review your dispute and determine whether the review should be removed. This process can take several days to a few weeks. Yelp will notify you via email of their decision.
5. Contact Yelp Support if Necessary
Escalate the Dispute
If Yelp does not remove the review and you believe they should, consider contacting Yelp support directly for further assistance. Provide as much evidence as possible to support your case.
What to Do If the Dispute is Rejected
1. Respond Publicly to the Review
Maintain Professionalism
If your dispute is rejected, the next best step is to respond publicly to the review. This allows you to share your side of the story and demonstrate your commitment to customer service.
Example: “Thank you for your feedback. We take all reviews seriously and would like to clarify the situation. We invite you to contact us directly at [email/phone] so we can address your concerns personally.”
2. Encourage Positive Reviews
Dilute the Impact
Encourage your satisfied customers to leave positive reviews. A higher volume of positive reviews can help counterbalance the negative one and improve your overall rating.
3. Monitor Future Reviews
Stay Vigilant
Keep an eye on future reviews to ensure that any similar issues are addressed promptly. Regularly monitor your reviews across all platforms to maintain a strong online presence.
Conclusion
Disputing a negative review can be a delicate process, but when done correctly, it can help protect your business’s reputation from unfair or inappropriate feedback. Remember, not every negative review will qualify for removal, so it’s essential to assess each situation carefully. If a dispute is unsuccessful, responding professionally and encouraging positive reviews are effective ways to manage your online reputation.
For more tips on managing your online presence, or if you need help with reputation management, New Urban Media is here to assist you. Contact us today to learn how we can support your business’s digital growth.
FAQs
1. Can I dispute a negative review if it’s from a competitor?
Yes, if you suspect that a competitor has posted a fake review, you can dispute it. Be sure to provide evidence to support your claim.
2. How long does it take for a review to be removed after being flagged?
The process can take several days to a few weeks, depending on the platform and the complexity of the dispute.
3. What should I do if a platform denies my dispute?
If your dispute is denied, respond to the review professionally, provide context, and encourage positive reviews from other customers.
4. Can I remove a review if I resolve the issue with the customer?
While you can’t remove the review yourself, you can ask the customer to update their review to reflect the resolution. Some customers may do this voluntarily after a positive resolution.
5. Should I dispute every negative review?
No, only dispute reviews that are fake, irrelevant, or violate platform guidelines. For legitimate negative reviews, it’s better to respond and address the issues raised.