Easy Google Customer Reviews connects your Shopify store to the Google Customer Reviews program, but the program itself, including survey delivery, seller ratings, and your Merchant Center account, is managed entirely by Google. If you have questions or issues related to these areas, you'll need to reach out to Google's support team directly.
What to contact Google about
Google's support team can help with things like:
Your Google Merchant Center account (setup, suspensions, verification)
Google Customer Reviews program eligibility or status
Seller ratings not appearing or displaying incorrectly
Product ratings and review data
GTIN/barcode validation issues within Merchant Center
Survey emails not being received by your customers
Any policies or requirements set by Google
Please note: If your issue is specifically about how the app works within your Shopify store, such as the checkout block not appearing, settings not saving, or the Store Widget not showing, please contact our support team instead, as these are things we can help with directly.
How to contact Google Merchant Center support
The quickest way to reach Google is through the built-in support option inside your Merchant Center account.
Sign in to Google Merchant Center
Click the question mark icon (?) in the top-right corner of the page
Select Help Center and Support
Scroll to the bottom of the panel that appears and click Contact us
Select the Merchant Center account you need help with
Briefly describe your issue (the field accepts up to 100 characters, so keep it short, for example, "Google Customer Reviews not working" or "Seller ratings not showing")
Choose the category that best matches your problem, then click Next step
Google will suggest some help articles. If none of them resolve your issue, click Next step again
Choose your preferred contact method, depending on your region and account, you may see options for live chat, email, or phone callback
If you don't currently have access to your Merchant Center account, you can also start the process from Google's support page at support.google.com/merchants.
You could also try this URL specifically for support with the Google Customer Reviews program: https://support.google.com/merchants/troubleshooter/7210868?hl=en-GB&ref_topic=7105497
Tips for getting the best results from Google Support
Be specific about your issue. Before reaching out, make a note of your Merchant Center ID (the same one you entered in the app's settings), any error messages you're seeing, and the approximate date the problem started. The more detail you can provide upfront, the faster Google's team can help.
Use live chat when available. Chat tends to have the shortest wait times and allows for a back-and-forth conversation, which is often more productive than email for troubleshooting.
Be patient with email responses. If you choose email support, responses can take up to 48 hours. For complex issues, it may take several exchanges before reaching a resolution.
Check your Google Ads account too. If you also run Google Ads, the support options available through your Ads account can sometimes connect you with teams that have broader access to help with Merchant Center issues. You can reach Google Ads support at ads.google.com/home/contact-us.
Useful Google resources
Google Merchant Center Help Center - Searchable knowledge base covering all Merchant Center topics
Google Customer Reviews overview - Google's own documentation on the Customer Reviews program
Google Merchant Center community forum - A place to ask questions and get answers from other merchants and Google Product Experts
Still need help?
If you've spoken with Google and believe the issue may be on our end, or if you're not sure who to contact, don't hesitate to reach out to our support team. We're happy to help figure out next steps together.