Allow for moderation delay
Google says reviews are checked for policy compliance and that this can delay publication by several days. Profile merges, older software, temporary content restrictions, and policy enforcement can also affect visibility.
A missing review is not proof that the client did anything wrong. Keep the response neutral and do not coach the client to manipulate wording or repeatedly submit the same content.
Verify the basics
Confirm the exact Business Profile link the client used, the approximate submission date, and whether the review ever appeared. Check whether the profile was recently merged, reinstated, renamed, or recategorized.
Keep a simple internal record of requested reviews and reported issues, but do not collect screenshots or personal account details unless needed for a support request and handled appropriately.
Escalate through the official path
If a legitimate review remains missing after a reasonable wait, use Google Business Profile support. Google recommends providing the Business Profile ID, approximate dates, and the number of missing reviews.
Build a review program around honest, voluntary feedback from real clients. Do not offer incentives conditioned on positive sentiment or ask only happy clients in a way that distorts the record.
Agency checklist
- Wait several days
- Confirm the correct Business Profile
- Check for recent profile changes
- Do not request repeated reposting
- Document dates and count
- Use official support if the issue persists