JC TechLabs — Review case template
Version: 18 October 2026
Guide: https://jctechlabs.com/insights/google-review-management-reputation-playbook/

HOW TO USE
Copy the blank record for each review. Keep completed records in your own
restricted workspace. This download sends no case information to JC TechLabs.
The example is fictional and does not describe a client or a platform decision.
This is an operating aid, not legal advice or a removal-eligibility test.

Do not paste passwords, identification documents, medical information,
payment details or full customer histories into this template. Link only to
necessary records held behind appropriate access controls. Set a retention
and deletion date under your own policy. Do not publish the completed record.
Do not infer a policy violation solely from a low rating or an unfamiliar name.

BLANK RECORD — COPY FROM HERE

Case identifier:
Business/profile and location:
Profile URL:
Review URL:
Review publication date, if shown:
First observed date/time and time zone:
Last checked date/time and time zone:
Case owner and backup role:

Observed facts (brief; avoid unnecessary personal information):
Unknown or disputed points (keep separate from observed facts):
Service issue to investigate, if any:
Potential policy concern, if any (leave blank if none established):
Relevant policy URL and date checked:
Restricted evidence reference(s), only if necessary:
Evidence access owner and permitted roles:

Chosen response path:
  [ ] Service recovery
  [ ] More information needed
  [ ] Assessment of possible policy violation
  [ ] Other, explain:
Draft public response (no customer records or unsupported accusations):
Response approver and approval date:
Published response URL/date, if applicable:
Private service-recovery action and owner:

Report submitted? (yes / no / not appropriate):
Submission date/time, time zone and official route:
Report/case reference, if Google provides one:
Platform decision and date (record exactly; do not infer):
Appeal available? (yes / no / not yet known):
Appeal action, rationale and submission reference, if appropriate:
Final platform outcome and date, if known:
Service-recovery outcome (separate from platform outcome):

Current operational status:
  [ ] Awaiting internal assessment
  [ ] Awaiting response approval
  [ ] Awaiting customer follow-up
  [ ] Awaiting platform decision
  [ ] Action complete; outcome recorded
  [ ] Other, explain:
Next action, owner and due date:
Connector/import failure or duplicate-task issue, if any:
Lessons for the service or workflow:
Retention/deletion review date and owner:

FICTIONAL EXAMPLE — SERVICE RECOVERY, NOT A REMOVAL CASE

Case identifier: EXAMPLE-01
Business/profile and location: Example business, location A
Review URL: [Add the relevant review link in a private working copy]
First observed: [Record actual date/time and time zone]
Owner: Location support lead
Observed facts: Review describes a delayed delivery and lack of updates.
Unknowns: Cause of delay and whether the customer has already contacted support.
Potential policy concern: None established from these facts.
Chosen path: Service recovery.
Public response: Acknowledge the concern; offer an appropriate private support route.
Approval: Required from the designated response owner before publication.
Private action: Investigate delivery timeline and agree a next step with the customer.
Report submitted: No; dissatisfaction is not itself a policy violation.
Platform outcome: Not applicable.
Service outcome: Not yet known; do not mark resolved before follow-up.
Next action: Support lead checks the case on the agreed date.

CURRENT SOURCE GUIDANCE
https://support.google.com/business/answer/4596773?hl=en
https://support.google.com/contributionpolicy/answer/7400114?hl=en

Google determines reporting/appeal outcomes. The reviewer may also edit or delete
their own review. JC TechLabs cannot guarantee removal, timing, ratings or rankings.