LöscheuleGoogle’s email is short: the review does not violate the policies. At first it reads like a final word. In most cases, it means the chosen reason did not hold, not that there is nothing wrong with the review.
What a rejection really says
Google checks the reported review against exactly the category it was reported under. If it does not fit there, the review stays, even if it would clearly have violated a different category. So the check answers a narrower question than the email suggests.
That is why the next step needs the same work as the first: read the text again and ask what a violation can be pinned on. Not: why the review is unfair.
The appeal you only get once
If a reported review is not removed, Google offers an appeal in its review management tool. In Google’s own words, you can appeal there once. After that there is no further appeal for this review, and the decision is sent by email.
Nobody should waste this one opportunity by sending it the same evening with the same reason. The appeal is the chance to explain the case better than the first time: specifically, briefly, and along Google’s categories.
Up to ten reviews can be submitted together. If you handle many at once, you should still explain each one individually. A batch with a single shared explanation is judged as a whole.
Reporting and appealing are two different routes
The report is the first step, the appeal the second step towards the same decision. Separate from this is a new report of the same review under a different category. It is possible, but it needs a genuinely new reason and a new explanation.
Sending the same report several times achieves nothing. It does not speed up the review, and repetition does not make it more convincing.
When it is over, and why that is fine
Some reviews stay because they are allowed to. A dissatisfied customer describing what they experienced does not violate any policy, even with one star. An appeal will not help there, but a good reply and more genuine reviews alongside it will.
Knowing where the line is saves you wasted attempts and, in turn, helps you spot the cases where it really pays to persist.
Key points
A rejection is an interim result. The appeal is your one chance to explain it better, so it is not something to use up in frustration.
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These texts explain Google’s policies, not the legal situation. Löscheule is not a legal services provider within the meaning of § 2 RDG (German Legal Services Act). If your case is a legal dispute, you need a lawyer.