Raise and Track a Review Dispute

Understand valid dispute reasons, submit evidence, track the review process and respond appropriately while a case is assessed.

Last updated About 22 hours ago

A review dispute asks Matchouse to assess a specific review because it may be false, inappropriate, unrelated or otherwise unsuitable. Use the dispute process for a genuine issue with the review—not simply because the rating is disappointing.

When to raise a dispute

The dispute form includes concern types such as:

  • Factual inaccuracy
  • A review that appears fake or not connected to a real customer
  • Inappropriate content, threats or abusive language
  • Off-topic or promotional content
  • Spam
  • A personal attack
  • Suspected competitor sabotage
  • Another issue that needs review

Imported Google reviews are identified as Google-sourced feedback and do not use the Matchouse dispute action. Manage concerns about those reviews through the relevant Google Business Profile process.

Before you begin

  • Identify the exact statement or behaviour you are disputing.
  • Collect lawful evidence already available to you, such as booking dates, service information or relevant communication.
  • Remove unnecessary customer information from any evidence.
  • Do not publish the dispute in a community post or pressure the reviewer.

Raise a review dispute

  1. Open Reviews for the professional, business or agency role that received the review.
  2. Find the Matchouse review.
  3. Select Raise dispute.
  4. Choose the issue type.
  5. Write at least 50 characters explaining the specific concern.
  6. For a factual-inaccuracy dispute, select the reasons that apply.
  7. Add up to three relevant evidence files if needed.
  8. Choose whether Matchouse may contact the reviewer and whether you want professional mediation, when those options are shown.
  9. Review the information and submit.

Keep the explanation factual. Include dates, what service was expected or delivered, and the exact part of the review you believe is inaccurate or against the rules.

What happens after submission

The review appears in the disputed area while the request is assessed. The app advises that the review team aims to assess a dispute within 2–3 business days, although complex cases can require more time.

Matchouse reviews the submitted reason, evidence and available account or activity information. A dispute does not guarantee removal or a rating change. False or frivolous disputes may affect account access.

Track the dispute

Open Reviews and use the Disputed filter to find reviews with an active dispute. Check notifications and the email address connected to the account for any request for more information.

Respond while a dispute is open

  • Do not threaten or repeatedly contact the reviewer.
  • Keep any public reply calm, factual and free of private information.
  • Continue using Matchouse Support for case-specific questions.
  • Do not submit repeated disputes for the same issue unless new information is requested.

If the dispute action is unavailable

Confirm that you are using the role that received the review and that the review was created on Matchouse rather than imported from Google. The action can also be unavailable when a dispute already exists or an account allowance shown in the app has been reached.

Continue with the next step