If you're having trouble replying to certain customer reviews through Localyser, you're not alone. There are a few common reasons this might happen—some related to the review platform's rules, and others due to technical connectivity issues. Here's a breakdown to help you identify the issue and find a solution based on the source of the review.
1.The Reply Button Is Greyed Out (e.g. Talabat, Foursquare)
Issue:
You can see the review, but the Reply button is unclickable or greyed out.
Cause:
Some platforms, like Talabat do not allow businesses to respond to reviews.
Resolution:
Unfortunately, this is a limitation of the platform and not something Localyser can override. If responding to reviews is important for your customer engagement strategy, you might want to guide customers toward platforms that allow responses—such as Google.
2. The Review Was Deleted by the Customer
Issue:
You try to respond, but a notification appears saying the review no longer exists.
Cause:
The customer has deleted their review from the platform.
Resolution:
Once a review is deleted, it's permanently removed and can’t be replied to. Focus on engaging with your remaining reviews and continuing to deliver great service.
3. Feedback Has No Email Address
Issue:
You receive a Feedback review but can’t reach out to them.
Cause:
The customer didn’t include their email when submitting the feedback.
Resolution:
To improve follow-up communication:
✅ Make the email field required in your feedback form.
✅ Explain the value of sharing an email address (e.g. better support, faster help).
✅ Customize your Feedback tool for a smoother experience.
Click here to learn how to do that.
4. Google or Facebook Reviews Are Not Responding Automatically
Issue:
You have to respond to Google or Facebook reviews manually, even though Localyser normally supports direct responses.
Cause:
This typically means Localyser lost its connection with your Google My Business (GMB) account.
Resolution:
Try the following steps to restore the connection if you have Master Admin access:
✅ Step 1: Check the Connection Status
Go to Settings > Other > 3rd Party Login in Localyser.
Click Check Status > Refresh Statuses to update the status for each location.
✅ Step 2: Verify the Google Link for the Affected Location
Go to the Locations section in your Localyser Settings.
Find the location you're having issues with and click the small Edit button.
Click Next to navigate to the Sources page.
Review the Google link listed—make sure it's the correct one; it should be a link to the Google maps public listing of your location.
✅ Step 3: Verify the GMB Listing
Make sure the affected listings are Verified in Google.
If a listing is marked as Unverified, Suspended, or Duplicated, you’ll need to resolve that in Google first.
✅ Step 4: Refresh the OAuth Connection
After verifying your listings, go back to Settings > Other > 3rd Party Login.
Find your GMB account and click the blue circular arrow under "Action" to refresh the connection.
Follow the instructions and allow up to 24 hours for the update.
✅ Step 5: Check Which GMB Account Is Connected
If your listing is under a different Google account, you’ll need to connect the correct one.
Use this guide to connect the correct GMB account.
If you've followed all the above steps and are still facing issues, feel free to contact our support team for further help. We're here to make sure you're able to respond and engage with your customers as smoothly as possible.