Can you ask a customer to change a bad Google review?
You can reply, fix the problem and ask once. You cannot pay, discount, pressure or threaten anyone into changing or removing a review.
What Google allows
- When you reply, the reviewer is notified and can still change the review; the review date then changes (Manage customer reviews).
- Google's own tips say constructive replies and following up on concerns may encourage the customer to update their review, and suggest moving complex cases to phone or email (Tips to get more reviews (incl. tips to write better review replies)).
What Google forbids
- Offering incentives, such as payment, discounts, free goods or services, for the revision or removal of a negative review. Google calls this strictly prohibited and removes content posted after such a request (Maps user generated content policy: prohibited & restricted content, tips page).
- Discouraging or prohibiting negative reviews, or asking only happy customers for reviews.
- Requiring or pressuring customers to rate you on the premises, or asking for specific content.
A profile that breaks these rules can be restricted (fake reviews warning).
United States: the FTC rule
The FTC rule on consumer reviews took effect on 21 October 2024. FTC staff say it does not prohibit contacting customers who post negative reviews to resolve the issue, or simply asking satisfied customers to update their reviews. Offering incentives to take down negative reviews could violate the FTC Act. Intimidation and unfounded legal threats to get a review removed are prohibited (The Consumer Reviews and Testimonials Rule: Questions and Answers).
European Union
The Unfair Commercial Practices Directive was amended by Directive (EU) 2019/2161, applying since 28 May 2022. The Commission's 2021 guidance on the directive covers consumer reviews and endorsements (Unfair commercial practices directive). For your country, check your national consumer authority's guidance.
How to ask
- Fix the problem first, or explain honestly what you can't fix.
- Reply publicly, then contact the customer once, privately, through a channel they gave you.
- Ask without conditions: the refund or redo must not depend on the review.
- Accept a no. Don't ask again.
Example messages
Illustrative example, not a real review
Review (2★, order mistake fixed): Wrong cake size for my daughter's party, very disappointing.
Example reply:
Hi Emma, I'm sorry again about the cake. We've refunded the difference, whatever you decide about your review. If you feel your review should reflect how we handled it, you can update it on Google any time. Either way, thank you for telling us.
Sofia, Little Oven Bakery
Illustrative example, not a real review
Review (1★, issue resolved by phone): Boiler still broken after their visit.
Example reply:
Hi Mark, thanks for taking my call today. Our engineer replaced the faulty valve this afternoon and the boiler is running. If you'd like to add that to your review, you can edit it on Google. No pressure at all.
David, Rapid Heat
Never
- "We'll refund you if you delete the review."
- "Change it to 5 stars and your next visit is free."
- Threats of legal action with no real basis.
- Repeated messages after a no.
Replies that make the ask easier
Revunda cannot remove reviews. Paste your Google Maps link at checkout: we pick your 20 most recent unanswered 1–2★ reviews and write a calm, specific owner reply to each, in the reviewer's language, ready to paste. By email, usually within 24 hours.
20 replies to my bad reviews – €9 Free reply generator
Same complaint keeps coming back? The Google profile audit (€19 (launch price, €49 from 1 Dec 2026)) checks your profile and latest reviews against Google's rules and ranks what to fix.
FAQ
Can I offer a refund if they remove the review?
No. Google forbids incentives for the revision or removal of a negative review. Offer the refund on its own merits.
Can I message a customer who left a bad review?
Google suggests moving complex cases to phone or email. In the US, FTC staff say contacting customers who post negative reviews to resolve the issue is not prohibited by the rule.
Will the review date change if they edit it?
Yes. Google says the date changes to show the latest update.
Sources
- Google, Manage customer reviews
- Google, Tips to get more reviews (incl. tips to write better review replies)
- Google, Maps user generated content policy: prohibited & restricted content
- US Federal Trade Commission, The Consumer Reviews and Testimonials Rule: Questions and Answers
- European Commission, Unfair commercial practices directive
Checked on 25 Oct 2026. If these pages change, the source wins. Revunda is not affiliated with Google or the FTC, and this is not legal advice.
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