After a poor rating

When a customer chooses Poor or Very poor, the next page lets them tell you what happened, privately. The Google review button is still there for them.

They see Thanks and "You've let [your business] know it wasn't right. They'll follow up to make it right."

Below that:

1. What happened? (optional — only the shop sees this). A box to explain, with a Send to [your business] button.
2. You can leave a Google review anytime. The same Leave a Google review button every customer gets.

What happens on your side

• The moment they press Submit Feedback with a poor rating, we email you: "[Customer] was not happy".
• If they also write what happened, a second email follows with their words: "[Customer] added details".
• Replying to either email goes straight to your customer.

See When a customer isn't happy for what to do next.

Heads up

The thank-you page tells your customer you'll follow up. Please do. A quick call or reply is often all it takes.