If you're seeing an error or warning in your Google Merchant Center related to the Google Customer Reviews integration, don't panic, this is a known issue and it doesn't necessarily mean the app isn't working.
The typical error message
The most common error you'll see is something along the lines of:
"Google Customer Reviews hasn't displayed an opt-in notification to your customers in more than 30 days. Make sure your opt-in integration is correct."
This message is perfectly normal, particularly if you've recently installed the app or are returning to the program after a period of inactivity.
Why the error appears
This error is caused due to how Shopify and Google interact on Shopify's new post-purchase pages. Shopify's checkout extensions prevent external scripts (including Google's) from loading directly on the Thank You page and Order Status page.
Google checks for its script on your checkout pages, doesn't find it (because Shopify blocks it), and displays an error.
Google is not aware of the workaround that our app uses to deliver the survey opt-in via a proxy page.
From Google's perspective, the opt-in isn't appearing on the checkout page in the expected way, even though customers are successfully opting in through our alternative flow.
How to confirm the app is actually working
The best way to verify that things are working is to check the Google Customer Reviews charts in your Google Merchant Center dashboard. Look for activity in:
Opt-ins received - customers opting in to the survey
Surveys offered - survey emails sent by Google
Survey responses received - completed survey responses
If you see data in these charts, the app is working correctly regardless of any error message displayed elsewhere in Google Merchant Center.
How long before I see activity?
If you've recently set up the app, it typically takes 3 to 5 days before Google Merchant Center starts showing activity in the charts. Make sure you have a steady flow of orders coming through your store, as the data depends on real customers opting in.
The error message itself can take a couple of weeks to clear, even after opt-ins start coming through.
What should I do?
You can safely disregard the error message as long as your charts are showing activity. If you're not seeing any activity after 5 days and you have a steady stream of orders, follow the troubleshooting steps in our The survey opt-in is not showing article get in touch with us.
If the error persists for several weeks and you've confirmed the app is set up correctly, you can also contact Google's Customer Reviews support team directly via their troubleshooter page.