If a customer says they left a review but you cannot see it, that does not automatically mean they did anything wrong. Reviews may take time to appear, be filtered or be removed when they conflict with platform policies.
Check the basics first
Confirm you are viewing the correct, verified business profile and that the customer reviewed the right listing. Ask the customer—without pressure—whether they can still see their review in their own account. Do not ask for a screenshot that exposes unrelated account information.
Review Google's current policies
Google may remove reviews that violate its content rules, and businesses should not try to manipulate ratings. Do not offer money, discounts or gifts for reviews; do not ask only customers you expect to be positive; and do not ask staff or family to pose as customers. Google explains review restrictions and moderation in its Maps user-generated content policy.
If the review appears to have been removed in error, use the available support or appeal process described in Google's Business Profile review help. An appeal is not a guarantee that it will be restored.
Keep asking customers for honest feedback in a neutral way, and focus on service quality rather than a target star rating. See our review request guide for tradesmen and negative review response guide.