Google Review manager: Laws & regulations, compliance Info and Google business rules

This article covers Marsello's guidelines and Google's Business Rules for sending review requests through Google Reviews Manager.

Marsello's Google Reviews Manager lets you send automated review requests after a completed order. Because these messages are transactional — not marketing — they can be sent to all customers without requiring a marketing opt-in. However, you must follow Google's business rules when requesting reviews to avoid having reviews removed or your account suspended.

Google Review automation and marketing compliance

The Google Review Automation in Marsello uses the “When an order is completed” trigger. As this is triggered by customer behavior, this is considered to be Transactional and therefore does not require the customer to have accepted marketing to receive this automation.

📝 Note: Customers may unsubscribe from communication sent via Marsello at any time.

What are Google's business rules for requesting reviews?

Requesting reviews is permitted, but failure to follow Google's business rules may result in review removal or your account being suspended — review Google's policy page directly for the most current guidelines. The following practices are forbidden:

• Soliciting reviews in customers in bulk

• Selectively soliciting positive reviews from customers

• Paying for or incentivizing reviews

• Reviewing your own business as it causes a conflict of interest.

📝 Note: Google uses automated spam detection to remove reviews that are likely spam. However, if you find a review that violates Google’s policies, you can flag it directly in Google Maps or Google Search by selecting the review, clicking the three-dot menu, and choosing Report review. For detailed steps, see Google's guide to reporting reviews.