What review extortion looks like
The pattern Google describes is consistent: a sudden rise in one- and two-star reviews on your Business Profile, then a message demanding money, gift cards, goods or services in return for removing them or stopping more. The message may arrive by email, WhatsApp, text, social media or even through the reviews themselves. Google treats this as a serious policy violation and has a dedicated report form for it, separate from normal review reporting.
First: don't pay and don't negotiate
Google advises against paying or engaging with the people behind it. Paying doesn't guarantee the reviews come down and marks your business as willing to pay, which can invite repeat attempts. Don't reply to the demand, and don't try to resolve it by offering money or services.
Collect the evidence straight away
The sooner you capture it, the better, because messages and reviews can be edited or deleted.
- The demands
Screenshots of every message, showing the date, time and the sender's email address, phone number or profile.
- The reviews
A direct link to each suspicious review, plus screenshots of the reviews and the reviewers' profiles.
- The timeline
When you first noticed the spike, when the demand arrived, and any earlier attempts against your business.
- Any identifiers
Names, usernames, payment details or wallet addresses the sender gave you.
Report it through Google's extortion form
Google's merchant extortion report form asks for your contact details and your role at the business, the business name, address and Business Profile link, details of the suspicious reviews, how the scammer contacted you and what they demanded, and your screenshots. Google investigates and tells you the outcome, but doesn't share the details of its investigation.
Use this form only for direct demands. Reviews that are fake or off-topic but come with no demand still go through the normal report and appeal process.
Other steps worth taking
- Tell your team
Make sure anyone who answers your phone, inbox or social accounts knows not to engage and to pass messages on.
- Report it to the police or fraud service
Extortion is a crime in most countries. In the UK, fraud and cybercrime is reported to Action Fraud; elsewhere, use your local police or national fraud reporting service.
- Reply publicly with care, or not at all
If you reply to the reviews, keep it short and neutral, and don't mention the demand or accuse anyone publicly.
- Keep monitoring
Watch for further reviews from new accounts and add them to your report.
If this is happening to your business:
If a wave of reviews has hit your profile, we can document the pattern, organise the evidence for Google's extortion form, and separately assess any remaining reviews against Google's normal policies.