Summary

• Introduction
• Following Google policy when setting up your custom Thank You pages
  • What Google considers a good practice
  • What to avoid
  • How to test your Thank You pages
• What to do if Google reviews are missing or removed
  • Before you contact Google
  • Step by step
  • Google's response time
• Best Practices

Introduction

Google checks reviews for compliance with its policies. If a customer's review is missing from your Business Profile, it may still be under review or it may have been removed.

Crewhu lets you invite customers to leave a Google review through your Thank You pages, and the way you configure those pages decides whether the invitation follows Google's policy. This article covers how to set up and test that invitation, how to check for missing reviews in Crewhu Echo, and how to contact Google Business Profile support when needed.

Note:
Crewhu is independent of Google and cannot appeal on your behalf. If you need help with a missing review, contact Google Business Profile support using the account that manages the affected profile. See About missing or delayed reviews. 

Following Google policy when setting up your custom Thank You pages

Google prohibits selectively asking customers for positive reviews. Showing the Google review link only after a positive CSAT rating is a form of review gating, and reviews collected that way are subject to removal.

For a quick check, submit your lowest CSAT rating and confirm that the Google review link still appears on the Thank You page. See Google's Prohibited & restricted content policy.

What Google considers a good practice

• Offer the same path to every customer. When you enable the online review request in Crewhu, make the Google link available for every CSAT rating instead of positive ratings only.
• Invite customers to share their experience. Use neutral wording and let customers choose their own rating and what to write.
• Keep the request free of scripted content. Avoid asking customers to include specific wording or to identify a staff member by name.
• Keep recognition separate from the review request. Use badges, Bucks, prizes and contests for CSAT and internal recognition, and keep rewards out of the customer-facing Google review invitation.
• Use the official review link from your Google Business Profile, with no intermediate screen that decides who sees it. If you manage multiple locations, use the link for the location that served the customer. See Get more Google reviews.
• Spread your requests out. A large batch sent on the same day creates a volume spike that Google's spam detection reads as inorganic, even when every review is genuine.
• Reply to all reviews, positive and negative. Google lists this among its own recommended practices, and you can manage it from Crewhu Echo.

Example Thank You page copy

What to avoid

• Showing the Google review link only to customers who give a positive CSAT rating;
• Routing customers who give low ratings to a private form while directing customers who give high ratings to Google;
• Asking customers to mention a technician by name or to include specific wording;
• Setting quotas or targets for your team to solicit a certain number of reviews;
• Offering discounts, gifts or any other incentive in exchange for a review;
• Pressuring customers to change or remove a negative review, or offering an incentive to do so.

Important: You can offer a private feedback form alongside the Google review invitation. Keep the form optional and make the Google review link available to customers regardless of their CSAT rating. What Google prohibits is making access to the review link depend on the rating.

How to test your Thank You pages

1. Open the survey from a test ticket using the same email template your customers receive.
2. Run a separate test for each available CSAT rating. On every Thank You page, confirm that the Google review invitation uses the same wording and is easy to find.
3. If the page includes a private feedback form, confirm that customers can open the Google review link without completing the form.
4. Click the Google review link and confirm that it opens the correct Business Profile. If you use different Thank You pages for different locations, repeat the test for each location.

Note:
End the test when the Google review screen opens, before submitting a review. 

What to do if Google reviews are missing or removed

Before you contact Google

Confirm that you're checking the correct location in Google Search or Maps. If the customer submitted the review recently, allow a few days for it to appear. Google also notes that reviews can take a few days to display after Business Profiles are merged. See About missing or delayed reviews.

In Echo, select the same location before comparing Current and All. All contains reviews that Echo previously captured, so a review that Echo never captured may be missing from both views. See Crewhu Echo – Online Reviews.

Step by step

1. Identify which reviews are missing. In Echo, compare the Google reviews shown under Current with the full All list for the affected location. If a review appears only in All, use that entry to collect its details.
   
2. Document the affected reviews. Create one row per review with the reviewer's name, date, rating and review text, if available. Include the affected location and its Google Business Profile ID. If you can match the review to a service interaction, add a short description or a ticket reference your team can verify. If you can confirm how the review was requested, record whether any incentive or specific wording was offered. Include relevant details only and redact sensitive information from screenshots.
   Use this spreadsheet template to organize your findings!
3. Contact Google Business Profile support. Sign in with the account that manages the affected profile and open the Google Business Profile support form. Explain which reviews are missing and ask Google to investigate. Include the details you collected and attach your supporting documentation if the form allows it.
   
4. Check your Thank You pages. If your review invitation varies by CSAT rating, update the setup and test all available ratings before collecting new reviews, otherwise the same situation will repeat.

Google's response time

Response times vary and Google does not publish an SLA for these requests. Keep your case reference while Google reviews your case.

Important: Avoid submitting a duplicate request while your case is open, since a new case created shortly after a previous one can close the request you already submitted. Google's guidance also states that reviews removed for policy violations won't be restored.

Best Practices

• Retest after changing a Thank You page. Check that the invitation is visible for every rating and that the link opens the right Business Profile. Google's rules on how reviews may be requested are in the Prohibited & restricted content policy.
• Keep the review ask and the recognition program visibly separate. Nothing in the customer-facing copy should connect a Google review to a reward. Google's own guidance on requesting reviews is in Get more Google reviews.
• Check Echo regularly. Comparing Current against All for each location once a month lets you look up the relevant service interactions while they're still fresh.
• Use your regular ticket workflow. Sending review invitations as tickets are resolved keeps requests tied to recent service experiences and spreads them naturally; bulk sends do not.
• Reply to positive and negative reviews. Use replies to acknowledge feedback and offer a next step when appropriate. If a conversation requires account or ticket details, invite the customer to continue it privately. See Read & reply to reviews.
• Know where to go when something is wrong. Use the Business Profile support form for missing reviews, and keep your Business Profile ID handy, since the form asks for it.