If you're wondering why the Google Customer Reviews survey doesn't appear directly on your Thank You page, this article explains what's happening and how our app works around it.
Why the survey can't load directly on Shopify's post-purchase pages
Shopify's checkout extensions prevent external scripts from loading on their post-purchase pages (the Thank You page and Order Status page). This means the Google Customer Reviews script cannot deliver the survey opt-in pop-up directly on these pages.
This restriction is part of Shopify's effort to ensure their new checkout complies with PCI DSS v4 and other security standards. It has affected all apps that need to run scripts on those pages - not just our app.
How our app works around this
Our app uses a two-step approach:
Checkout app block prompt - After a customer completes their purchase, they see a prompt on the Thank You page (and optionally the Order Status page) asking if they'd be willing to opt in to the Google Customer Reviews survey. This prompt is delivered via a Shopify checkout extension block, which is permitted on these pages.
Proxy page with the Google survey - If the customer clicks Yes, they're taken to a page on your store's domain where the actual Google Customer Reviews survey opt-in pop-up is displayed. This page is known as an app proxy page. The customer can then formally opt in with Google, providing their consent for Google to email them a survey.
This app proxy page is necessary because it's the only way to load Google's script outside of Shopify's restricted checkout environment while still keeping the experience on your store's domain.
The customer journey
After a successful purchase the customer will be presented with the easy Google Customer Reviews app block towards the top of the Thank You page:
If the customer selects No, the app block will disappear from the Thank You page.
If the customer selects YES, they will then be redirected to the app proxy page which contains the order, product and customer details that the Google Customer Reviews program needs and it will automatically trigger the survey opt-in pop-up.
Here is how the app proxy page will look:
If the customer selects NO on the Google survey opt-in pop-up, the pop-up window will close and no information will be sent through to the Google Customer Reviews program.
If the customer selects YES, the pop-up message will confirm that the customer has agreed to participate before closing automatically after a few seconds:
Once the customer has selected either YES or NO, they will remain on the app proxy page which contains a message and a link that will return the customer to their Order Status Page.
The wording on the app proxy page can not be changed. By default it is in English but will be auto-translated based on the language used by the customer for the following supported languages:
Spanish, French, Norwegian, Swedish, Danish, Finnish, Icelandic, German, Japanese, Dutch, Hindi, Italian, Portuguese
What this means for engagement
The two-step process does mean that customer engagement rates will likely be lower than the original method of showing the survey directly on the Thank You page.
Some customers will click "Yes" on the checkout block but may not complete the opt-in on the proxy page.
While this isn't ideal, it's currently the only reliable way to continue delivering the Google Customer Reviews program on Shopify stores. We're not aware of any workaround from any app - that can avoid the need for this secondary page.
Will this change in the future?
We're hopeful that Google and Shopify will eventually work together on a native solution. Until then, our approach ensures that your store can continue collecting Google Customer Reviews and building your seller rating.
Tips for maximising engagement
Customise the checkout block text to make the opt-in prompt as clear and compelling as possible. See Adding the checkout app block for details on editing the title and introduction.
Use centre placement for the opt-in style in the app settings. Google recommends this position as it tends to produce higher opt-in rates compared to corner or bottom tray placements.
Add the block to both pages - the Thank You page and the Order Status page - to give customers two opportunities to opt in.