Google Reviews are a critical pillar of any business’s online reputation.
They
- Drive user-traffic;
- Build customer trust; and
- Impact directly your revenue.
But what happens when this tool is misused by unscrupulous competitors or individuals against your business?
GOOGLE REVIEW EXTORTION SCAMS
Google Review extortion scams have become a major problem across the globe.
They involve a scammer
- Contacting a business. This is often done via WhatsApp or email, claiming they have posted a negative review.
- Threatening later to keep the review live. Else post additional fake reviews unless the business pays a fee or offers free products or services.
As per Google’s official Help Documentation, “These scams could involve a sudden rise in 1-star and 2-star reviews on your Google Business Profile. This is followed by someone demanding money, goods, or services, in exchange for removing the negative reviews.”
This kind of blackmail or manipulation can badly damage a business’s reputation or credibility. They can affect local ranking performance, making a swift action inevitable and essential.
WHAT YOU NEED TO DO?
Here is what you need to do.
DO NOT ENGAGE OR NEGOTIATE
Most people when facing a threat succumb to it believing that it would solve and end the problem. This is especially more so if they fear the impact on their livelihood. That’s a wrong approach.
What needs to be done is to not negotiate with the extorter.
- DO NOT AGREE TO PAY: Agreeing to pay only validates the criminal behavior. It
- Makes your business an easy target for future attacks.
- Provides no guarantee the negative review will be removed. Or that they won’t return with a higher demand.
- MAINTAIN PROFESSIONALISM (IF YOU’RE RESPONDING): If you’re seeking to respond to their direct communication vide email or chat,
- Keep it brief, factual, and professionals.
- State clearly that you cannot fulfill unethical requests. Also, state you will be documenting all communication for reporting purposes.
DOCUMENTATION AND EVIDENCE GATHERING
Google cannot act or proceed further on a fraudulent review unless you provide irrefutable evidence. You should submit evidence that the review violates their policies, especially the ‘Conflict of Interest’ or ‘Spam and Fake Content’ sections related to manipulation.
WHAT YOU NEED TO DO?
- CAPTURE COMMUNICATION EVIDENCE: Most important evidence. It exposes the user’s intent to blackmail.
- EMAILS:
- Take high-resolution screenshots of the entire email thread, where the threat or demand was made.
- Ensure the date, sender’s email address, and the specific threat are clearly visible.
- Save the email as a PDF.
- TEXT/CHAT MESSAGES (SMS, WHATSAPP, GOOGLE BUSINESS):
- Take sequential screenshots showing the user’s phone number or profile name, exact date and time, and the demand itself.
- VOICEMAILS/CALL RECORDINGS: If you legally record calls,
- Check your local jurisdiction’s laws first.
- Transcribe the relevant parts where the extortion demand is made.
- IDENTIFY THE REVIEWER: Involves matching the person making the threat to the profile leaving the review.
- NAME/HANDLE:
- Note the name on the Google Review.
- Compare it to the name/email used in the communication.
- REVIEW DETAILS:
- Take a screenshot of the review itself. This includes the 1-star rating, the content, and the date it was posted.
- INTERNAL RECORDS: Proves the customer status. If the extorter is a known disgruntled former employee or was never a customer, then
- EMPLOYEE RECORDS:
- Gather termination dates; or
- Gather employment details if the threat is from a former staff member.
- SALES / SERVICE RECORDS:
- Search your CRM or Accounting Software for the reviewer’s name, email, or phone number.
- Take a screenshot proving ‘No Matching Records Found.’ It can be powerful evidence that the review is based on a fraudulent experience.
REPORTING PROCESS
By now you must have had your evidence organized. Ensure the evidence is in a single PDF OR Word Document. Then, follow Google’s structured reporting process.
STEP 1: FLAG THE REVIEW VIA GOOGLE MAPS (INITIAL REPORT)
The fastest way to initiate the removal process is through your
- Google Business Profile (GBP) dashboard; or
- Google Maps.
WHAT YOU NEED TO DO?
- LOCATE THE REVIEW: Find the specific fraudulent review on your GBP or via Google Maps.
- FLAG AS INAPPROPRIATE:
- Click the three-dot menu next to the review.
- Select ‘Report Review.’
- CHOOSE THE VIOLATION TYPE: Most critical part. Select the violation aligned best with your extortion evidence. The most relevant categories for extortion are:
- OFF-TOPIC: Often used for general threats.
- CONFLICT OF INTEREST: Used if the extorter is a competitor or former employee.
- SPAM AND FAKE CONTENT: Used if they were never a customer; or if they admit the review is conditional.
This initial flagging process is often automated. It may not lead to immediate removal. But it logs your complaint.
STEP 2: APPEAL VIA THE GOOGLE BUSINESS PROFILE DASHBOARD
In case the review remains even after 7-10 days, use the official review management tool inside your GBP dashboard. It allows you to appeal the decision and submit your collected evidence.
- ACCESS THE REVIEW MANAGEMENT TOOL:
- Log into your Google Business Profile Manager.
- Navigate to the ‘Reviews’ section.
- FIND THE “REQUEST REVIEW REMOVAL” TOOL: Google offers a specific tool to view the status of flagged reviews and escalating the denial.
- FILE A NEW APPEAL: Select the review and choose to file a new appeal. This step often allows you to explain the situation in a written description. It is also where you mention having supporting documentation.
STEP 3: DIRECT CONTACT WITH GOOGLE SUPPORT (FINAL PUSH)
At times, automated systems can fail. Even the appeal tool can fail too. If that happens, you need to reach out to the support team through the official Google Business Support Channels.
- USE THE ‘GET SUPPORT’ FEATURE: Navigate to the HELP Section within your own GBP dashboard.
- SELECT TOPIC: Choose ‘Manage Customer Reviews’. Else choose a related topic.
- REQUEST CONTACT: Choose the option for LIVE Chat. Else opt for email support.
- SUBMIT DOCUMENTATION: When a support agent replies (often via a email),
- Provide the link to the live review AND the PDF of your compiled evidence (screenshots of the threat, invoices, etc).
- State clearly the review is a violation of the Conflict of Interest and Spam Policies due to review extortion.
The support agent will later review manually your evidence against the reviewer’s public profile and the violation type. This is termed the most effective path to removal when the threat is documented clearly.
HOW TO USE GBP EXTORTION REPORT FORM?
You can access the new Google Business Profile Extortion Report Form directly from your Google Account.
To file a report, you will need to provide:
- Your Business & Contact information.
- Affected Google Business Profile details.
- Evidence and description of the extortion attempt
- Copies of messages, screenshots, or review links.
This form is available within the official Google Support document.
HOW TO HANDLE REVIEW SCAMS?
Google shares the following four key recommendations for businesses targeted by extortion scams.
- Do not engage or pay scammers. They only encourage more extortion attempts.
- Avoid offering money or services to resolve the issue privately.
- Gather all evidence immediately. Like messages, emails, or screenshots.
- Report every communication through the official form.
The above steps ensure Google can act quickly and later verify the authenticity of your report.
Google’s new form offers businesses a tool to
- Defend their online reputation;
- Reduce the damage from fake reviews; and
- Help ensure that search results reflect legitimate customer experiences.
Finally, Google advises local businesses to
- Monitor their reviews regularly;
- Flag suspicious activity; and
- Use Google’s reporting tools.
They help maintain transparency and trust in their online presence.
➡️ Read More : Local SEO For Doctors: Boost Your Clinic’S Visibility 10X
CONCLUSION
Has your business been targeted by Google Review Extortion racket?
If so, then know that your business is not the only one nor alone. Google has put in place policies and mechanisms to combat this menace. Leading digital marketing agency based out of Gurgaon, OptMum Digital can guide you through every step, from identifying the extortion attempts to reporting violations and safeguarding your reputation. This way, you can stop the damage before it gets out of control; and restore trust.
