After a customer opts in to the Google Customer Reviews survey on your store, the actual survey email is sent by Google, not by our app. Here's how the timing works..
How the survey timing is determined
The app includes an Average delivery days setting (found in Settings within the app). This value is added to the order date to calculate an estimated delivery date, which is passed to Google along with the opt-in order data.
For example, if a customer places an order on 10 January and your average delivery days is set to 3, the estimated delivery date sent to Google will be 13 January.
Google waits until this estimated delivery date has passed before sending the survey.
The idea is that customers should have received their order before being asked about their shopping experience, the survey is designed to capture feedback on the entire journey, from purchase to delivery.
When exactly does the email arrive?
Google doesn't publish the precise timing of when the survey email is sent after the estimated delivery date. It may take a few additional days after the delivery date before the customer receives the email. The exact schedule is determined by Google and is outside of our control.
Can I change the timing?
You can adjust the Average delivery days setting in the app to better reflect your typical shipping times. If your products generally take longer to deliver (for example, international shipping or made-to-order items), increase this number so that Google doesn't survey customers before they've received their order.
To update this, open the app, go to Settings, and change the Average delivery days field.
Things to keep in mind
The sending and collection of reviews is handled entirely by Google.
Not all customers who opt in will necessarily receive a survey - Google manages this based on their own criteria.
It typically takes 3 to 5 days after your first opt-ins before you start seeing any activity in your Google Merchant Center dashboard.
The estimated delivery date is calculated from the order date, not the shipping date.