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Customers not redirected to Google

When a customer gives you five stars and never sees the button to your review page, one of four settings is responsible. Check them in this order and you will find it in about five minutes.

1. The review page URL is missing or wrong​

Open Profile and find Review page URL in the Location Defaults panel. If it is empty, there is nowhere to send anybody and no button appears. The field needs a full address including https://.

A URL that is present but wrong is harder to spot. The usual mistake is a link to your listing or profile page rather than to the review form itself. The customer lands on a page about your business, sees no place to write, and leaves. Confirm the address opens a rating and writing form when you follow it in a private browser window.

2. The review filter is on and the rating is below the threshold​

With Enable review filter on, a rating at or above the Referral threshold is sent to your review page, and a rating below it goes to your private feedback form instead. That is the whole point of the filter.

So a four-star rating with the threshold set to five is routed to feedback, not to Google, and the customer never sees a redirect. If you expected the redirect, the threshold is set higher than you thought. Lower it, or turn the filter off.

3. The review filter is off and you expected a stopping point​

With the filter off, customers are never asked to rate: opening the link forwards them straight to your review page. There is no star question, no intermediate thank-you screen to click through and no private feedback step. Because the Redirected marker records that thank-you click, these visits arrive in your Reviews table with no rating and a gray cross even though the customer did reach your review site.

This surprises people in both directions. If you wanted to read a complaint before the customer reached a public platform, the filter has to be on. If you wanted everybody to go straight through, it has to be off.

4. The location overrides the business default​

Every setting above is a default. Each location can override the review page URL, the threshold and the filter, and the location value wins.

  1. Open Profile and scroll to the Locations panel.
  2. Read the Settings column on the row the customer used. It shows the redirect threshold and whether the review filter is on or off for that location.
  3. Choose Edit location to see and change the overrides. A field left empty inherits the default from the Location Defaults panel.
A location override is invisible from the defaults panel

Changing the business default does nothing for a location that sets its own value. If one location behaves differently from the rest, check its overrides before changing anything global.

Test the whole path yourself​

Reading settings is not proof. Copy the location's short link, open it on your phone, give a rating above the threshold and follow every screen to the end. You should reach the review form on your platform, ready to type.

The dedicated guide on testing your redirect walks through this properly, including how to avoid leaving test ratings in your own numbers.

Two more things worth ruling out​

  • The customer closed the page. With the filter on, a happy rating shows a thank-you screen with a button to continue. Somebody who closes the page there is recorded as not redirected even though everything worked.
  • The platform asked them to sign in. Google and Trustpilot both require an account to post. That happens on their side, after your redirect did its job, and it is the most common reason a redirected customer never publishes anything.