When a review is wrong.
WHAT TO ESTABLISH FIRST
Whether it is genuinely false, or simply unwelcome.
A customer's honest bad experience is not a false review.
FOR A GENUINELY FALSE REVIEW
Report it through the platform's process.
Grounds usually include: not a real customer, abusive content, a competitor, or content unrelated to your business.
WHAT TO EXPECT
Removal is not guaranteed and frequently takes time.
WHAT TO DO MEANWHILE
Respond publicly, factually, without hostility.
"We have no record of this order. Please contact us directly so we can look into it."
That reads well to others.
WHAT NOT TO DO
Accuse publicly Argue at length Respond in anger
FOR A REVIEW THAT IS HARSH BUT TRUE
Respond, acknowledge, say what changed.
That converts a negative into evidence that you respond.
THE BEST PROTECTION
Enough genuine reviews that one outlier does not dominate.
WHAT TO DOCUMENT
Your record of the transaction, in case you need it.
