There are a number of reasons why the Google Customer Reviews survey opt-in pop-up may not be q in working with your store. Some of these issues are related to your Google Merchant Center set-up, some could be your Shopify set-up and other issues could be related to conflicts with your theme or other post-purchase page apps.
Quick Links
- Have you migrated your post purchase pages to Shopify's Checkout Extensibility?
- Have you signed-up to the Google Customer Reviews Programme?
- Have you specified the correct URL for your store in Google Merchant Center?
- Have you entered the correct Merchant ID into the app settings
- Have you tried manually adding the Google Customer Reviews code to your store?
- How do I contact the Google Customer Reviews Program support team?
Have you migrated your post purchase pages to Shopify's Checkout Extensibility?
Please take a look at the following articles related to this Checkout Extensibility and Google Customer Reviews:
- Have you migrated your post-purchase pages to Shopify's Checkout Extensibility?
- How do I check if my post-purchase pages have been migrated to Checkout Extensibility
- How the survey opt-in pop-up works with Checkout Extensibility
- Enabling the survey on your store (Checkout Extensibility)
Have you signed-up to the Google Customer Reviews Programme?
Please take a look at our app requirements article to make sure that you have enabled the Google Customer Reviews program within your Google Merchant Center account.
Have you specified the correct URL for your store in Google Merchant Center?
Please ensure that the domain specified in your Google Merchant Account is the main domain that you are using in your Shopify store.
Your primary domain is the one you want customers and search engines to see and is the one that will be used on your post purchase pages.
If you have specified www. within your Shopify primary domain, then this too must be how the domain is set-up within your Google Merchant Account. If the domains do not match, then the survey opt-in pop-up will not appear.
Have you entered the correct Merchant ID into the app settings?
Your Merchant ID is displayed under your company details in the top right-hand side of your Google Merchant Center account. This ID needs to be entered into the easy Google Customer Reviews app settings.
You may need to double check that you are using the correct Merchant ID.
Have you tried adding the Google Customer Reviews code manually to your store?
If you had previously tried adding the script manually within the Settings > Checkout > Additional Scripts area of your store settings, then our apps call to the Google script will fail until this code has been removed.
Please take a look at our FAQ on removing duplicate Google Customer Reviews scripts from your store.
How do I contact the Google Customer Reviews Program support team?
We do not operate the Google Customer Reviews Service... we only inject the code required to run the service into your store. If you have any issues with your Google Merchant Center account or the Google Customer Reviews program, please contact the Google Customer Reviews Support page to submit a support enquiry.
Still not resolved?
If none of the above resolve the problem, then please let us know and we will send a collaborator account request for you to authorise. This will provide us with access to your store so that we can take a look at your app settings and visit an order status page to see if there are any errors.
Don't worry, we'll get to the bottom of it!