How to reply to Google reviews, step by step

Replying to a Google review is free and takes about a minute once you know where to look. Everything below comes from Google's own help pages, linked as we go. Menus move around from time to time, so if a button has a slightly different name on your screen, look for the closest match.

Before you start: two things you need

• A verified Business Profile. Google's Manage customer reviews page says: "Before you can reply to reviews, you must verify your business." If you have never claimed or verified your profile, do that first.
• The right Google Account. Google's Find your business on Google page says you must sign in to the Google Account associated with the profile. If you see the profile but no Reply buttons, you are probably signed in with a different account.

Reply from Google Search (computer or phone)

1. Sign in to the Google Account that manages your business.
2. On Google Search, search for my business, or your business name and city. Your profile opens with management buttons.
3. Select Read reviews.
4. Next to the review, select Reply.
5. Type your reply and select Reply again to submit it.

These are the steps Google lists under "Read & reply to reviews" on its help page.

Reply from Google Maps on a computer

Google's Maps help page gives this route:

1. Open Google Maps on your computer.
2. Enter your business name and press Enter.
3. On your business profile, scroll to Reviews.
4. Click Reply on the review you want to answer.

Reply from the Google Maps app

In the Google Maps app, Google says to tap Business at the bottom right to open your profile. If you manage more than one business, tap the down arrow at the top and pick the one you want (source). From there, open your reviews and tap Reply on the one you want to answer.

The phone is the easiest way to keep up, because you can answer a review a few minutes after it arrives.

What happens after you press Reply

Google's help page explains three things that surprise a lot of owners:

• Your reply is checked first. Google reviews replies against its content policies. Google says replies "usually take up to 10 minutes to review, but sometimes a review can take up to 30 days." If a reply is not approved, you will be asked to edit it. So if your reply does not show up right away, that is normal.
• It shows as the business, not as you. Google says the reply appears as if your business replied, and your personal name is not shown. If you want a personal touch, sign it with your first name.
• The customer is told. The reviewer gets a notification when you reply. They can still change their review afterwards, and if they do, the date on the review changes to the date of the update.

How to edit or delete a reply

1. Go to your Business Profile and select Read reviews.
2. Under your reply, select Edit.
3. Change the text and select Update. To remove it instead, select Delete.

Fixing a typo or a wrong detail is fine. Do not delete and re-post replies over and over to push a review around. It does not help, and it can look odd to anyone reading.

What to write: Google's own tips

Google's tips for better review replies boil down to a short list:

• Be professional and polite. Replies must follow the same policies as reviews.
• Keep it short. Google warns that people might stop reading a long reply "before they get to the main point."
• Do not paste the same thank-you everywhere. Google suggests focusing on reviews where you can share a helpful update or answer a question.
• Do not advertise. Google says to "avoid using your response to offer deals or promotions."
• Use their name and a sign-off. Google suggests addressing the reviewer by name and signing with your name or initials.
• Keep private details out and move complicated problems to phone or email.
• Reply in a timely way.

For more ready-to-use wording, see our positive review templates, negative review templates and templates by industry.

Let an employee or a service reply, without sharing your password

You do not need to hand over your Google password to get help. Google's owners and managers page says added owners and managers can "respond to reviews," and each person uses their own Google Account. To add someone:

1. Go to your Business Profile.
2. Select More, then Business Profile settings, then People and access.
3. Select Add, enter their email address, choose Manager and select Invite.

A Manager can do almost everything an owner can, but cannot add or remove users or remove the profile. You can remove a Manager at any time. Google notes that replies they posted stay on the profile after they are removed.

Two safety notes from Google's profile protection page: Google does not charge for a Business Profile, and it "will never ask for One Time Password (OTP) or Personal Identification Number (PIN)." Only approve access requests from people you know, and keep yourself as an owner.

Frequently asked questions