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just because you don't see the name in your system doesn't mean it's not a legit review. People can use different names (not their real names) on Google accounts... and also, someone may have called, and not bought, so they wouldn't be in your system.

it's important to remember that no one expects ANY business to have a perfect review score - in fact, a few bad reviews actually help you get conversions because you look more "real"

your best bet is to leave a strategic response that says something to the effect of "hey, we checked our records and don't have any record of you coming in or talking to us. Not sure why you'd leave a review with a different name, but we'd like to find out who you are so we can make the situation right" - this does 2 things: 1) makes it immediately look like a fake review (Even if it's not), and 2) lets people know you care about your customers. Then it won't do any damage

(and for sure, don't use one of those review removal companies - they're all shady as F and can even get your GBP suspended for suspicious activity)