How to Remove a SiteJabber Review

SiteJabber, now SmartCustomer, removes reviews that break its Terms of Service or Review Guidelines, not reviews that are only negative. Businesses can't pay to have a review removed.

Researched: October 2026

Quick overview

  • SmartCustomer removes a review only if it violates its Terms of Service or Review Guidelines, and never simply because it's negative.
  • A business with a free account can flag a review from its dashboard and SmartCustomer investigates.
  • Businesses cannot pay to remove or suppress reviews, and a paid plan doesn't change that.
  • A business can't ask a reviewer to change or remove a review, and violations lead to warnings and, after three, removal of the rating.
  • Search suppression moves a review down in search results.

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What qualifies for removal

SmartCustomer says its support team and moderators remove a review only if it violates its Terms of Service or Review Guidelines, for example when it is:

  • Second-hand experience, not based on the reviewer's own firsthand experience
  • Duplicate review for the same transaction
  • Conflict of interest, such as a review from a current or former employee
  • Incentivized review, written in exchange for compensation
  • Threatening language, personal attacks, hate speech, bigotry, or lewdness
  • Irrelevant content, such as spam or a review left for the wrong business
  • Fake review

A review that contains personal contact information can be reported, and SmartCustomer redacts the sensitive information.

How to flag it yourself

Registering and flagging cost nothing.

  1. 1

    Register a free business account

    Any business with a website can register on SmartCustomer for free. The account lets you respond to reviews and flag them from your dashboard.

  2. 2

    Flag the review

    If you believe a review is fraudulent or violates the guidelines, flag it through your account dashboard. SmartCustomer says it investigates.

  3. 3

    Appeal a moderation decision

    Email [email protected]. Appeals are typically reviewed within 10 business days.

Notice: A name showing up on a review site like this one often shows up elsewhere too. A quick reputation scan can tell you if there's more to deal with.

If the review stays

A review that doesn't violate the Terms of Service or Review Guidelines stays published, and a business can post a public response.

Search suppression moves the review down in search results, and Google De-indexing applies where a page is eligible. We tell you which situation you're in before any work begins.

Common questions

Can a business pay to remove a review?

No. SmartCustomer says that under no circumstances can businesses pay to remove or suppress reviews. Businesses can use the site for free, and a paid plan offers more ways to collect and publish reviews, but it can't be used to remove or hide them.

Does SmartCustomer arbitrate disputes?

No. SmartCustomer says it does not arbitrate disputes. A business that feels a review is inaccurate can post a public response.

Can the reviewer remove their own review?

Yes, at any time. A reviewer visits their profile page and clicks the Remove review link underneath the review.

What if a business asks a reviewer to change or remove a review?

SmartCustomer's policy prohibits a business from asking reviewers to remove or change negative reviews, threatening reviewers, or taking any action designed to hide or bury legitimate feedback. A confirmed violation leads to a formal warning, and the warning's status is published in the Business Activity section of the business's profile. After three confirmed violations, the business's rating is removed and a permanent banner is applied to the profile.

How long does an appeal take?

Email [email protected] to appeal a moderation decision. Appeals are typically reviewed within 10 business days.

Do I pay if the review isn't removed?

Our removal services are no-removal, no-fee: you're invoiced only once we achieve the removal defined in your Service Agreement. Search suppression is billed for the work performed.

Related

Dealing with a review on a different platform? See our Trustpilot or Yelp removal guides, or the full Review Removal & Suppression service. Search suppression moves a listing down, and Google De-indexing covers pages that shouldn't appear in Google at all.

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