How to reply when a customer updates their review after you fixed the problem

Reply briefly, thank them for coming back, and keep it about the present. If your old reply now reads oddly, edit it instead of adding a second one underneath. And if the update is worse than the original, treat it as a fresh review and answer it calmly.

What to say

• Thank them, once. They didn’t have to come back and change anything, so say so in a line. That’s it, really.
• Match their tone. If they said “fair play”, you can be warm and plain back. Don’t get fancy.
• Only mention the fix if you can confirm it. If you know what was done, say it in a few words. If you’re not sure, leave it out and just say you’re glad it’s sorted.
• Read your old reply again. It might apologise for something that’s now been put right, so it may sound a bit off next to the new stars. Update it to fit.
• Keep the door open. Google’s own tips say you can invite people to get in touch by phone, email or in person. One line is plenty.

What not to say

• Don’t gloat. “Glad you finally saw sense” is absolutely not the tone. They’ve done you a favour, so act like it.
• Don’t re-open the original argument. Whatever went wrong the first time, leave it. Nobody wants round two in public.
• Don’t offer anything for the update. No discounts, no freebies, no “come back for a free coffee”. Google doesn’t allow incentives for posting, changing or removing a review, and replies aren’t for deals or promotions anyway.
• Don’t invent what was done. If you say “we retrained the team” and you didn’t, that’s worse than saying nothing.
• Don’t ask them to raise the stars. Not even gently. Let them decide.

Example replies

Roofer, leak fixed, review raised to 4 stars

Fictional example. The original review was 1 star about a leak after a repair. It’s now been updated to 4 stars: “They came back and fixed it properly, fair play.” The facts: the roofer, Gareth, returned and resealed the flashing at no charge.

Thank you for coming back to update your review, that means a lot. I’m glad the flashing is resealed and the leak is sorted. If anything else crops up with the roof, just give us a ring and we’ll take a look.

Gareth

Takeaway, new complaint added to the review

Fictional example. The original review was 2 stars: “order missing a side”. It now also says “and when I rang they were rude”. The facts: none beyond the review. The manager is Wei.

I’m sorry the side was missing from your order, and I’m sorry too that your call didn’t go well. Neither is how we want anyone to be treated. Please get in touch with us directly so I can hear more and put things right where I can.

Wei

Editing your earlier reply

Say your first reply now sits awkwardly beside the updated review. Here’s how to change it, and it only takes a minute.

1. Open your Business Profile.
2. Go to Read reviews.
3. Find the review and choose Edit under your reply.
4. Change the wording, then save it.

Replies are checked against Google’s content policies before they’re posted. That’s usually up to 10 minutes, though it can occasionally take longer, so don’t panic if the edit doesn’t show straight away.

Questions people ask

Will the review date change when the customer edits it?

Yes. Google changes the date on an edited review to the date of the latest update. So an old complaint can suddenly look new again, which is worth knowing before you go hunting for it further down your list.

Can the customer change their review again after I reply?

They can. The reviewer is notified when you reply and can still change their review afterwards. So write your reply to be kind and useful, not to steer them. What they do next is up to them, and that's fine.

What if the update is worse than the original?

Stay calm and treat it as a fresh review. Apologise where it's fair to, explain what you can and can't do, and invite them to get in touch. Don't take responsibility for things outside your control, and don't snap back. Like the takeaway example above, keep it short.

Should I report the edited review if I disagree with it?

Only if it actually breaks Google's policies. Google says not to report a review just because you disagree with it, and it doesn't get involved in disputes between businesses and customers. A fair but annoying complaint stays up, so reply to it instead.