Reply to a review of your business

You can post one public reply under each review of your business. The reviewer is told when you reply, and everyone reading your page sees your answer under their words.

1. Open the Reviews tab

   On the website it's along the top of your business, with a count of reviews still to answer. In the app, tap Reviews at the bottom.

2. Find reviews that need you

   Tap Unanswered. Reviews without a reply show Needs a reply on the website.

3. Start your reply

   On the website the button reads Thank and the person's first name for a review of 4 stars or more, or Write a reply otherwise. In the app, tap Reply.

4. Write it and tap Post reply

   Between 2 and 1,200 characters.

What makes a good reply

• Thank them by name, and mention the job if you can.
• Answer what they raised. If something went wrong, say what you'll do about it, or what you've already done.
• Stay calm and factual. The next customer reads your reply before they call you.
• Keep private details out. Don't post a customer's phone number, address or bill.

Anonymous reviews

Some reviewers post anonymously. Their name shows as Someone near you, and you can't see who wrote it. You can still reply. On the website the button reads Thank them.

Returning customers

A customer can update their review after a new job with you. On the website, their earlier review shows underneath as Earlier review, with the reply it got. Your reply box answers the newest one.

The rating card at the top of the tab shows how many reviews you reply to.

Related: Edit or remove your reply, If a review seems unfair and Ask a customer for a review.