You fixed the problem. The customer is happy now, and the one-star review is still sitting at the top of your profile. It is natural to want to ask them to take it down.
The short answer is that you cannot make them, you must never pay or pressure them, and in most cases you are better off not asking at all. There are a few exceptions, and there is a better way to get the same result.
This is general information, not legal advice. Rules vary by country and state, so speak to a lawyer about your own situation.
Who controls a review
A business cannot edit or delete a customer's Google review itself. It can report a review, and Google says only reviews that violate its policies are eligible for removal. It also says: "Do not report a review just because you disagree with it or dislike it."
So there are only two ways a genuine review comes down. The reviewer decides to remove or edit it, or it turns out to break the platform's rules.
Where the lines are
| What you might do | Where it stands |
|---|---|
| Threaten legal action to get a review removed | High risk. The FTC's rule bars unfounded legal threats |
| Threaten, intimidate or publicly accuse the reviewer | High risk under the same rule |
| Offer a refund or discount if they remove the review | Do not do it. Google prohibits review incentives |
| Make a fix depend on what they do with the review | Do not do it. It is the same deal in different words |
| Keep calling or messaging after they have said no | Do not do it. It can feel like pressure, whatever you intended |
| Tell them how to edit, when they have asked | Fine |
| Fix the problem with no strings attached | Always fine |
The US Federal Trade Commission's consumer reviews rule has been in force since October 2024, with civil penalties of up to $51,744 per violation (2024 figure). It targets, among other things, the use of unfounded legal threats and intimidation to get reviews removed. Our guide to the FTC's fake review rule has the wider picture.
A contract cannot do this job for you either. Our guide to suing over a bad review explains how the Consumer Review Fairness Act treats form contract terms that restrict reviews.
What about a polite request?
This is the grey area. Nothing about a single, friendly question looks like a threat. But even a polite request comes from the business that holds the customer's refund, repair or next appointment, and the customer may feel they owe you something.
It can also backfire. A customer who has just been looked after may feel the fix was never about them, only about your rating. That can undo the goodwill you just earned.
Our advice is to resolve the problem, say so publicly, and leave the decision with the customer. A good reply stays visible to every future customer, and that can do more for you than a deleted review.
When it is reasonable to raise it
A few situations are different, because you are not asking someone to withdraw an honest opinion.
The review is on the wrong business
People mix up similar names and nearby branches. Pointing this out is helpful to them as well as to you.
Hi Jordan, I am sorry about your experience. We looked into this and it sounds like it may have been meant for another business, as we do not offer window fitting. If so, you may want to move your review so the right people see it. If I have got this wrong, please call me on 555-0100.
The customer brings it up
If they say "I feel bad about that review" or "how do I change it?", you can answer. Tell them it is entirely up to them, and explain how if they want to know.
That is kind of you, thank you. It is completely up to you, and we are happy either way. If you do want to change it, you can edit it from your own review in Google Maps.
It contains private details
A review might include a home address, or someone's phone number, or information the customer later regrets sharing. You can let them know it is public, without asking them to change their opinion. You can also report it to the platform.
It is part of a real legal dispute
Sometimes a settlement covers published statements. That is one for your lawyer, not something to raise in a phone call. Do not copy wording from the internet.
What to do instead
1. Reply publicly
Thank them, own what went wrong and offer a direct contact. In the BrightLocal Local Consumer Review Survey 2026, 89% of consumers said they expect businesses to respond. A negative review with a good reply can show future customers how you behave when things go wrong. Our guide to responding to negative reviews walks through the steps.
2. Fix it with no conditions
Offer the refund, the redo or the apology because it is right. Do not mention the review when you do.
Hi Sam, I have processed your refund, and it should reach you within a few days. I am sorry for the trouble. Thank you for giving us the chance to put it right.
Notice what is missing. There is no "and now we hope you will update your review."
3. Add an update to your reply
Once it is fixed, edit your public response so that readers can see how it ended. Only do this if the customer would be comfortable with it, and leave out private details.
Update: Sam and I spoke this week, and we have put this right. Thank you for your patience, Sam.
Some customers will update their review without being asked. Many will not, and that is fine.
4. Report it if it really breaks the rules
If a review is fake, abusive or otherwise against policy, report it. On Google, select Report on the review in your Business Profile or use the Reviews Management Tool. If Google finds no violation, you can submit a one-time appeal. See how to spot and remove fake reviews.
If someone demands money to stop leaving or to remove negative reviews, do not pay. Google has a separate route for reporting review extortion scams in its Business Profile help pages.
5. Make the bad review less prominent
One review matters less when plenty of recent ones surround it. In the same BrightLocal survey, 74% of consumers said they want reviews from the last 3 months, so steady honest asking helps. Ask every customer the same way, and do not filter out the unhappy ones. Google prohibits review gating and Yelp asks businesses not to solicit reviews at all.
What to tell your team
A staff member trying to help can cause real trouble. Keep it simple:
- Never ask a customer to change or remove a review.
- Never link a refund, discount or fix to a review.
- Do not contact a reviewer from a personal account.
- Pass anything about a review to the person who handles replies.
- If a customer raises it, say thanks and tell them it is their choice.
How Reputfy helps
Reputfy helps you do the honest version of all this. AI drafts replies that you approve before they go out, so an offhand line about "updating your review" gets caught. Review requests go out the same way to every customer, with a record kept. Sealed reviews carry a SHA-256 fingerprint timestamped via OpenTimestamps, and the Reputfy seal lets customers check your standing for themselves.
