How To Ask Customer To Remove Negative Review (Tips+ Response Templates)

calendarSept 17, 2022
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If you’ve ever had a negative review on your business profile, you know how frustrating and damaging it can be. Not only does it impact your search ranking and online visibility, but it can also hurt your reputation with potential customers. In such scenarios, one often wonders about how to ask customer to remove negative review?

In this blog post, we’ll give tips on how to ask customer to remove negative reviews. We’ll also provide you with some negative review response templates.

Keep in mind that not all negative reviews are worth responding to – if the reviewer is just angry and posting malicious content, it’s best just to ignore them. But if there’s a chance of redeeming the situation and turning that negative review into a positive one, then these tips on how to ask customer to remove negative review will surely help.

What is a Customer Review?

what is a customer review

A customer review  is feedback about a product or service from an actual user of that product or service. This feedback can be beneficial when deciding whether to purchase a particular item. One can find customer reviews in many places, such as online retailers, websites specialising in consumer information, and even social media sites.

When reading customer reviews, it is crucial to remember that everyone has different experiences and opinions. As such, you should consider the overall tone of the review and any specific details that stand out. With this in mind, customer reviews can be an excellent way to get unbiased information about a product or service before making a purchase.

How Do You Turn Negative Reviews into Positive Ones?

How Do You Turn Negative Reviews into Positive Ones

It’s no secret that negative reviews can majorly drag on your business. Not only do they damage your reputation, but they can also discourage potential customers from doing business with you. But what if there was a way to turn those negative reviews into positive ones? Here are a few tips.

  • Listen to Your Customer’s Needs

First, reach out to the customer who left the negative review and try to resolve the issue. It shows other potential customers that you’re willing to go the extra mile to make things right. Business owners can actively manage their online reviews using business tools like TrustPilot and ReviewIQ.

Another tool that enables you to respond to reviews on a single platform is Xoopah’s review management tool. Not only does it help you view and respond politely to all your business reviews in one place, it also allows you to request reviews and boost the business’s credibility online.

  • Don’t Leave Your Customer Unanswered

Publicly post a response to the review, apologise for any issues and let others know how you plan to fix them. It shows that you’re transparent and take responsibility for your mistakes.

Many businesses often fail to respond to feedback in time, damaging their online reputation. Still, fortunately, by linking your Google My Business account with Xoopah, you gain access to all the customer reviews in a single inbox, enabling you to reply to customer feedback promptly.

  • Improve Your Product/Service Based on Customer Feedback

Take time to learn from your mistakes and use them to improve your business. This way, you can ensure that future customers have a positive experience with your business.

  • Ask for an Updated Review After Resolving the Issue

After you have made an effort to respond or resolve a customer’s issue, asking for an updated review is often beneficial. The customer’s original review may no longer reflect their current opinion of your business. An updated review can give you valuable feedback on how your efforts have improved the customer’s experience.

Sometimes it becomes challenging to get back to customers after they leave a negative review due to a lack of customer data. However, Xoopah’s contact hub keeps track of customer information, making it easier to revert after resolving customer issues.

By following these tips, you can turn those negative reviews into positive ones, which will help attract more business.

How to Ask Customer to Remove Negative Review

If you’ve received a negative review that you think is unfair, you may be tempted to reach out to the customer and ask them to remove it. However, this can often backfire and make the situation worse. Instead, here are a few tips for how to ask customer to remove negative review in a way that is respectful and professional.

  • Reach out to the Customer

First, reach out to the customer directly and try to resolve the issue. If they’re unhappy with a product or service, offer to replace it or refund their purchase. If they had a bad experience at your business, apologise and ask what you can do to make it right.

In many cases, the customer just wants to be heard and acknowledged, and this can be enough to get them to remove the negative review.

  • Visit the Review Platform

If the customer is unwilling to remove the review, you can try contacting the site or platform where it was posted. Most websites have policies against false or misleading reviews, so if you can demonstrate that the negative review doesn’t reflect reality, you may be able to get it taken down. However, this process can be time-consuming and may not always be successful.

  • Prevent Negative Reviews

In the end, the best way to deal with negative reviews is to prevent them in the first place. Ensure you deliver quality products and services and train your employees to handle customer complaints effectively.

Now that you know how to ask a customer to remove a negative review, you can build a reputation for being a business that cares about its customers.

Negative Review Response Templates

1. Hi (Reviewer’s Name)

Thank you for your in-depth feedback. We will share your concerns with the relevant department and get back to you shortly.

2. Hello (Reviewer’s Name)

I hope you’re well. While we understand that the situation has turned out to be frustrating for you, we are trying our best to resolve the issue within three business days.

3. Hi (Reviewer’s Name)

We are sorry to hear about your experience. Please let us know the problems so we can provide you with the best experience possible next time.

When to Flag Fake Reviews?

As the world of online shopping has grown, so too has the problem of fake reviews. Companies and individuals have begun to post false reviews on popular websites like Amazon, Yelp, and TripAdvisor to manipulate consumer behaviour. These fake reviews can be challenging to spot, but there are a few red flags that you can look for.

  • Identify the Review Pattern

One clue that a review may be fake is if it is overly positive or negative. While a product or service can be exceptional (or terrible), most businesses fall in the middle. If a review seems excessively glowing or critical, it may be worth taking a closer look.

  • Review the User Activity

Another thing to watch out for is reviews posted by users with no other activity on the site. It could signify that somebody created an account solely to leave a review.

  • Analyse the Reviewer’s Language

Finally, pay attention to the language used in the review. Fake reviews often contain promotional language or buzzwords not found in natural, organic feedback.

While it can be tricky to weed out all fake reviews, examining suspicious-looking reviews can help customers get a more accurate picture of a business before they make a purchase. Therefore, companies should always look for suspicious or inauthentic reviews.

Google Review Policies


Google might remove a review if the review goes against Google’s Review Policy. Following are some common reasons why an appraisal might get removed by Google.

  1. Hate speech

  2. Profanity

  3. Unidentifiable information

How to Request Negative Feedback Removal from Google

  1. Now that you have the tips on how to ask customer to remove negative review, try reaching out to the person who left the feedback and ask them to remove it.

  2. If that is not possible, you can flag the feedback as inappropriate. Google will then review the feedback and decide whether or not to remove it.

  3. Finally, you can contact Google directly and request that they remove the feedback.

However, it is essential to note that Google may not always agree to remove negative feedback, even if it violates its guidelines.

How to Fill Out a Legal Removal Request on Google

If you believe a review on Google is libel or slander, you can fill out a legal removal request.

  • To do so, go to Google Legal Help and click on the ‘Submit a legal removal request’ button.

  • On the next page, select ‘Defamation’ from the drop-down menu. You will then be asked to provide your name, email address, and country.

  • Briefly explain why you believe the review is libel or slander in the ‘Description of problem’ field.

  • Finally, click ‘Submit.’

Google will then review your request and take appropriate action. Please note that this process can take several weeks.

Here’s How Xoopah Helps Your Business with Online Reputation Management

xoopah logo

Are you looking for a comprehensive solution to managing your online reputation? Look no further than Xoopah’s online reputation management tools.

  • Gather Feedback

Our reputation management tool helps businesses gather customer feedback using text messages and email marketing. By sending out surveys via text or email, businesses can quickly collect customer feedback without having to disrupt their day-to-day operations.

  • Centralize Interactions

With Xoopah, you’ll be able to interact with customers across all channels from one centralised platform. It means you can quickly and efficiently respond to reviews, comments, and queries – helping to build a positive reputation for your business.

  • Gain Insights

In addition, using Xoopah, you can gather reports and view your findings. It provides valuable insights into customer sentiment, allowing you to manage your online reputation proactively.

So if you’re looking for a complete solution to online reputation management, Xoopah is a perfect choice.

Schedule a demo today and see how our tools help you manage your online reputation.


  • Is it illegal to delete bad reviews?

Many businesses often ask themselves, is it illegal to remove bad reviews? According to the Federal Trade Commission, businesses cannot delete negative reviews or post fake positive reviews. This is because they must be honest and transparent with their customers. If a business is deleting bad reviews or writing fake positive reviews, it could be fined or even banned from operating.

  • How to spot a fake review?

-The language used in the review may be unnatural or over the top

-The review may be very vague

-The reviewer may have only reviewed one product or service

-The reviewer’s profile may be new or have very few followers

-The review may be from an anonymous user

  • Can Google detect fake reviews?

Google uses several signals to identify fake reviews, including abnormal activity patterns and inconsistencies between reviews and other information about the business. In addition, businesses that are caught writing counterfeit reviews may be penalised by having their ratings lowered or removed from Google Maps entirely.

  • Can businesses block reviews?

The short answer is yes; businesses can block reviews. However, in some circumstances blocking a review may be considered unfair or misleading.

  • How long does it take Google to remove a review?

It takes up to three days for Google to remove a review that violates the Google Review Policy..

  • What happens when you flag a Google review as inappropriate?

When you flag a Google review as inappropriate, it is sent to Google for manual review. Once Google has reviewed the review and determined that it violates their policies, they will remove it from your business listing.

In some cases, they may also take action against the account that posted the review, such as suspending or banning it. Your account may be penalised if you repeatedly flag reviews that are not against Google’s policies.