GMB is one of the most reliable partner connections we have. However, it's still a software company which means things can sometimes glitch on their platform, or in the communication between GMB and ATH, etc. But, don't worry. This happens very rarely.
Here are some quick sanity checks:
✔️ Have you refreshed your screen;
✔️ Tried logging in and out?
✔️ Have you changed your password lately? If yes, you'll need to reconnect.
✔️ Has your account been flagged by the Issue Analyzer? You know what to do!
If the above doesn't work, consider doing:
✔️ a Soft reconnect; or
✔️ a Hard disconnect (scroll to the lower half of the article.)
There are 2 other interesting scenarios to consider:
1. A user might delete their review.
When you get an error that says "Response to GMB Review Failed," the first thing you should do is click on the “deep link” icon, which redirects you to the original GMB review.
If you can't find it on the live Google platform, it is highly likely that the review was deleted by the actual reviewer on the Google platform.
2. A user might update or edit their review.
Every 3-6 months, Google may ask a reviewer if they want to update a location that they have previously reviewed (and recently visited). This reminder may prompt a reviewer to update their review, or they might simply do it of their own volition.
The confusion comes from the fact that Google reviewers are only ever allowed to leave 1 x review, and that's to avoid spamming/fake reviews etc. So, you could end up with a [NEW] GMB review that is bumped up to the top of your AreTheyHappy inbox, which is in fact simply an old review that's been updated.
No panic. You, too, can edit your response via AreTheyHappy by clicking the "edit" or pencil icon. :)
And that's everything you need to know about responding to GMB. However, if you encounter further issues, or you've got a suggestion/feature request, please don't hesitate to reach out. :)
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