When a public (specifically a Google) review link works for some people but not others, it's usually due to settings on the user's device or their Google account, rather than a problem with the link itself.
Here's a breakdown of the most likely causes and what settings a user can check or change:
1. Browser and App Issues
Outdated Apps: The review link often tries to open in the Google Maps app. If a user's Google Maps app is outdated, it might not be able to process the link correctly, causing it to fail and redirect them back to the original page.
Solution: Advise them to update their Google Maps app (and other Google apps like Chrome) to the latest version.
Cached Data: A buildup of old, corrupted cache and cookies in their browser or app can interfere with new page loads.
Solution: Tell them to clear their browser's cache and cookies.
Browser Settings: Some browser settings, especially those related to privacy and security, can block the redirect.
Solution: They should check their browser settings for things like:
Pop-up blockers: While the review page isn't a traditional pop-up, some aggressive pop-up blockers can interfere with redirects.
Third-party cookies: Blocking third-party cookies can sometimes cause issues with sites that embed content from other services, which might be the case with the review link.
2. Google Account and User-Specific Issues
Not Logged In: The Google review link is designed for a logged-in user. If a person is not logged into a Google account on their device, the link might not function as intended.
Solution: They need to be logged into their Google account to leave a review.
Suspicious Activity: Google's algorithms are constantly trying to detect fake or spam reviews. If a user's Google account has been flagged for suspicious behavior, or if they've left many reviews in a short time, their reviews might be filtered, and the review link may not work correctly for them. There's not much you can do about this from your end, but it's a possible reason.
Account Type: In some cases, there can be issues with specific account types, like supervised accounts for children (Google Family Link) or business accounts with strict security policies. These accounts may have restrictions that prevent them from leaving reviews.
Solution: They would need to check with the account administrator or switch to an unrestricted account.
3. Business Profile and Link Issues (Less Likely, but possible)
Profile Verification: If the Google Business Profile itself has unverified information, has been suspended, or is a duplicate, it could lead to issues with reviews.
In summary, the most common solutions you can suggest to your customers are:
Update their Google Maps app and web browser.
Clear their browser's cache and cookies.
Ensure they are logged into their Google account on their device.
Try opening the link in a different web browser.
If these steps don't work, it's a strong indication of a more specific issue with their individual account or device settings that you may not be able to diagnose further.