Not every bad review is fake
Before flagging anything, sort the review into one of these groups. Platforms respond very differently to each.
| Type | Signs | What usually happens if flagged |
|---|---|---|
| Honest but harsh | A real customer describing a bad experience, even in strong words | Stays up. Reply instead. |
| Wrong business | Describes products, staff or a location you don't have | Often removed if the mix-up is clear |
| Spam or fake | No sign of a real visit, bursts of similar reviews, links or ads | May be removed after review |
| Conflict of interest | Written by a competitor, ex-employee or someone with a stake | May be removed if the conflict can be shown |
| Offensive or harassing | Hate speech, threats, personal attacks, private information | Usually removed under content policies |
| Possibly defamatory | False statements of fact that could harm your reputation | Platforms rarely judge this; may need a legal process |
How to flag a review
- Read the platform's policy. Find the specific rule the review breaks, such as conflict of interest, off-topic or harassment. Flags that cite a clear policy reason do better than "this is unfair".
- Use the official report option. On most platforms this is a flag or "report review" option on the review itself, available to the business owner once your profile is verified. Google also offers a reviews management tool for checking the status of reports and, in some cases, appealing a decision.
- Report once, then wait. Repeated reports of the same review don't speed things up.
- Reply politely in the meantime. A calm reply protects you while the platform decides. Don't accuse the reviewer of lying in public.
Document everything
- Screenshots of the review, the reviewer's public profile and the date, taken before anything changes
- Your records showing whether the person was a customer, without posting them publicly
- Patterns, such as several reviews arriving on the same day with similar wording
- Copies of every report you file and every response you receive
If you're targeted by a wave of fake reviews, sometimes after a news story or a dispute, many platforms temporarily restrict new reviews on the affected page. Report the pattern rather than each review individually where the platform offers that option.
What not to do
- Don't threaten the reviewer. Under the FTC's 2024 rule on consumer reviews, using unjustified legal threats or intimidation to remove negative reviews counts as review suppression.
- Don't drown it out with fake positives. That is exactly what the rule and every platform prohibit.
- Don't pay anyone who promises removal. Services that guarantee removal of genuine reviews are a red flag; platforms decide what stays.
- Don't rely on non-disparagement clauses. The US Consumer Review Fairness Act of 2016 generally voids form-contract terms that restrict customers from posting honest reviews, and the FTC can act against businesses that use them.
Defamation: when to involve a lawyer
Opinions ("worst meal I've had") are generally protected. A false statement of fact ("they were shut down for health violations" when you weren't) may be defamatory. Defamation law varies by state, and court cases are slow, expensive and can draw more attention to the review. In the US, Section 230 of the Communications Decency Act generally protects platforms from liability for what users post, so claims usually have to be brought against the person who wrote the review, not the website.
If a review contains false factual claims that are causing real harm, speak to a lawyer licensed in your state before you reply in detail or contact the reviewer. Ask about the cost and the realistic outcome before you start.
Can review software help?
It can alert you quickly, keep a record of reviews and replies, and sometimes flag suspicious patterns. It can't remove reviews. Removal decisions belong to the platform. More on what tools can and can't do in what the software does.