There are several reasons why the Google Customer Reviews survey opt-in may not appear on your store. Work through the following checklist to identify and resolve the issue.
1. Is the checkout block added?
The Easy Google Customer Reviews block must be added to your Thank You page and/or Order Status page via the Shopify checkout editor. Without the app block, there's nothing to display.
To add it: go to Shopify Admin > Settings > Checkout, click Customize, navigate to your Thank You or Order Status page, and add the Easy Google Customer Reviews block. See Adding the checkout app block for step-by-step instructions.
2. Have you signed up for Google Customer Reviews?
Our app injects the code required to run Google's Customer Reviews service on your store, but you still need to have the Google Customer Reviews add-on enabled in your Google Merchant Center.
You will also need to make sure that you have signed the program agreement in your Google Merchant Center account.
To check: sign in to Google Merchant Center, go to Settings > Add-ons, and confirm that Google Customer Reviews appears under the Your Add-ons tab. If it doesn't, see Enabling Google Customer Reviews in Google Merchant Center.
3. Is your Merchant ID correct?
Your Google Merchant Center ID must be entered correctly in the app settings. It's a numeric ID found in your Google Merchant Center account. Double-check that there are no extra spaces or incorrect digits.
See Finding your Google Merchant Center ID for help.
4. Does your domain match?
The domain specified in your Google Merchant Center account must match your Shopify store's primary domain exactly. This includes whether or not it starts with www.
For example, if your Shopify primary domain is www.yourstore.com, then your Merchant Center domain must also be www.yourstore.com, not just yourstore.com.
You can check your primary domain in Shopify Admin > Settings > Domains, and your Merchant Center domain under Settings > Business info in Google Merchant Center.
5. Does the order have a customer email?
The checkout app block requires a customer email address to be associated with the order. If no email is available (for example, on a draft order or POS order without email capture), the opt-in prompt will not display.
This is expected as Google requires an email address to send the survey.
6. Have you manually added Google Customer Reviews code?
If you previously tried adding the Google Customer Reviews script manually, either in your theme or in Shopify Admin > Settings > Checkout > Additional Scripts - this can conflict with our app's code and cause the survey opt-in to fail.
See Removing duplicate Google Customer Reviews code for instructions on finding and removing conflicting code.
7. Is there a theme or app conflict?
In rare cases, other apps or custom theme code on your post-purchase pages can interfere with the our checkout app block. If you've checked everything above and the opt-in still isn't appearing, it may be worth temporarily disabling other checkout extensions to see if there is a conflict.
Still not working?
If you've worked through all the steps above and the opt-in is still not showing, please let us know and we will investigate.
We may need to request collaborator access to your store (which you'll need to authorise) so we can take a look at your setup and identify what's going wrong.
We do not operate the Google Customer Reviews service itself, we inject the code required to run the service on your store. If the issue appears to be on Google's side (for example, the opt-in pop-up not loading even though the proxy page is reached), you may also want to contact Google's Customer Reviews support team via their troubleshooter page.