Customer Engagement Suite FAQs

Reputation Management Module FAQs & Best Practices

How do I reply to my customer reviews?

From the "Reputation" screen, you can view as well as reply to your reviews. Simply click "reply" button to begin the process.

  • A screen with the review and a suggested reply are presented.
  • You have the option of using the suggested reply or editing it. Once satisfied, click "submit".
  • If credentials have been entered from submitting a previous review on this site, the review will be submitted to the site for posting.
  • If credentials have not been entered, you will be prompted to enter your username and password.
  • Once the credentials are verified, the reply will be submitted. If the credentials are not valid, you will be given the option to try again with different credentials or to contact customer service for help.
Reputation Module Screenshot

I entered my credentials and was presented with a question…Why?

What you are referring to is called a "challenge question", and it is sometimes used by the site to validate the user. This mostly occurs when you are trying credentials for the first time or when you are doing so from a new device. The challenge question is designed to be something you should readily know, such as hint questions that you may have set up. The first time that credentials are used, you may also get an alert email from the site letting you know that your credentials were used from a new server/device.

Why are my positive reviews not showing? Why do my reviews get filtered?

Some sites, most notably Yelp, have algorithms that determine whether reviews are displayed. The site’s algorithm may filter a review and either not display it or display it in a separate area called "Not Currently Recommended".

The algorithm looks at different signals, including various measures of quality, reliability, and activity. Many are authentic reviews from real customers that end up filtered. For example, the review may have been posted by a less-established user, or it may seem like an unhelpful rant or rave. Some reviews are fakes (e.g. when multiple reviews come from the same computer), and some suggest a bias (like the ones written by a friend of the business owner).

Note that the reviews may change from a not recommended status to a normal display status at various times.

Sometimes when a business gets a spike in the number of reviews it receives in a week or a month, the algorithm my see it as unusual activity and cause some of the reviews to be filtered.

More information about Yelp "Not Recommended" reviews can be found here:
https://www.yelp-support.com/?l=en_US&biz=1&q=not+recommended

Why isn’t my marketing score higher? How do I raise my marketing score? What is the maximum score? What is the score range?

Your Marketing Score measures how well your business is using top sites to attract and retain customers.

The Marketing Score is based on individual scores for your reviews, your visibility on top sites, your level of social activity, and any promotions found for your business.

This score is based on the completeness and accuracy of the information about your business that is included within your online business listings, the volume and ratings of your online reviews, the extent to which your customers use your online business listings to "Check-In" and "Like" your business, and how effectively you use online promotions to attract customers.

The score has no floor or ceiling and is relative to your competitors.

You can increase your Marketing Score by:

  • Providing excellent customer experiences and replying to reviews which encourages customers to post more positive reviews
  • Ensuring that your online business listing is complete, accurate, and contains accurate information about your business
  • Encouraging customers to "Check-In" and "Like" your business online
  • Using online offers to promote your business

I have a negative review that is not from a customer. The review is from a competitor. How do I get a review removed?

Unfortunately, it is not unusual for business owners to experience some level of malicious reviews. This is one of the reasons some sites use filtering algorithms to try and identify these reviews.

Businesses can flag or report reviews for removal if a review violates the content guidelines of the site.

Flagging or reporting a review for removal is relatively easy. However, without proper understanding and citing of the appropriate guideline(s) being violated, it will not be successful.

Business owners can become familiar with site content guidelines at the links below.

Specific flagging information by website

The actual content of the review must violate the Content Guidelines in order to be considered for removal. As an example, if a negative review is posted by a reviewer who you know to be an ex-employee, however the review does not specifically indicate that the reviewer is a previous employee, the review will more than likely not be removed. The business listing sites will not take sides in a disagreement between a reviewer and a business owner. They simply consider the actual content of the review and compare it to their Content Guidelines.

My credentials have been accepted but I can’t reply. Why?

This may be an issue specific to Google or Yelp as they each require an additional step to reply.

Troubleshooting/Fixes

  • For Yelp: You will need to upload an image of the owner/manager, which will be associated with all replies. To do this, log into biz.yelp.com and navigate to the setting section at the top of the account. It will state “upload image.” Note that it may allow you to immediately begin replying after upload, but in some cases, it can take 2-3 days. Also note that the image must be of a face without sunglasses or a hat.
  • For Google: This only happens if you utilized a postcard verification method during the claiming process. You will need to complete the process by entering the PIN code mailed to you. To do this, log in at google.com/business or follow the instructions on the postcard.

Why does my competitor not match my business category? I want to evaluate a different competitor!

How competitors are selected: Businesses listed as Competitors on the competition page are selected automatically based on the category of the business. Sometimes the category information can be incorrect and may lead to displaying a business competitor from a different category.

Picking a different competitor: If the competitor is clearly in a different category, the business category will require adjustment. Please call Global Payments Integrated Customer Support at 855-443-3029 to get help fixing this issue.

Why do I see reviews that are not for my business?

Occasionally reviews can be assigned to the wrong business because of inaccuracies in the listing.

Listings from a previous tenant who occupied the same space that your business currently occupies may have reviews that get associated to the current business. Please call Global Payments Integrated Customer Support at 855-443-3029 to get help fixing this issue

I am entering my correct credentials, but I can’t reply?

Please call Global Payments Integrated Customer Support at 855-443-3029 to get help fixing this issue.

Why aren’t all my reviews showing?

If you are missing a Yelp review, it may be a review that is being filtered. Yelp uses an algorithm that determines which reviews display on the listing. Unfortunately, business owners have no control over which reviews get displayed on the listing.

It’s also possible the review you’re looking for is very recent and hasn’t yet posted. If that is the case, the review should display within the system soon. Alternatively, if the review is older than one year, site limitations may prevent the review from displaying in the dashboard. Please call Global Payments Integrated Customer Support at 855-443-3029 for help if you have this issue.

Why are my review replies not showing? Why is a reply I submitted not appearing?

If you are referring to a recent reply on TripAdvisor, the response may be going through TripAdvisor’s vetting procedures. TripAdvisor verifies reviews and responses before they are published to the site. TripAdvisor’s review process for responses typically takes 3 business days.

On rare occasions, your response can be removed for violating the site’s content guidelines if they determined that you replied in an inappropriate way, e.g. using foul language. Please call Global Payments Integrated Customer Support at 855-443-3029 if you need help with this issue.

Replying to Reviews: Best Practices

When replying to reviews, it is important to remember that you are replying to not only the person who posted the review, but also to other prospective and existing customers of yours who will read your reply.

Hint: It is usually best for your business to be gracious in your tone.

Replying to Positive Reviews:

Some businesses forget to reply to positive reviews, only replying to those that are negative, which makes the negative reviews stand out. Be appreciative of your positive reviews and thank your customers (you would do this if you were there with them in person).

Include something the reviewer mentioned in their review within your reply. Use the reply to invite the reviewer back to your business and encourage referrals to their friends and family.

Replying to Negative Reviews:

If you are upset about a review, it is probably best to wait to reply until you have had a chance to calm down.

Remain gracious. Replying defensively can escalate to an online argument with the reviewer, which is visible to all your customers as well as prospective customers.

Provide an opportunity for the reviewer to contact you via email or phone to further discuss their concern.

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