A practical workflow
Investigate cautiously
Look for the described interaction without publishing customer records. An unfamiliar display name may differ from a booking or purchase name.
Use platform reporting
If the content appears to violate Google’s rules, follow the official reporting process. A report does not guarantee removal.
Keep the reply measured
If responding, invite an appropriate private follow-up without accusing the person of fraud or exposing personal information.
Avoid this mistake
Do not offer payment for removal or encourage staff to post counter-reviews.
What to check
Record the report and platform outcome separately from the business’s assumptions.
Check the publication boundary
A reply draft and a public response are different states. Publishing to Google requires approved application setup and an authorised Business Profile connection. If those are unavailable, do not describe the draft as sent. Optional automatic replies should have an explicit owner policy and ongoing checks. The business remains responsible for the wording published under its name.