Why aren't Google Shopping review emails being sent to customers?

Shopify Partner
83 1 15

Hi community,


I have been collection Google Shopping reviews for long time and this went all well until a few weeks ago, where my customer kept on accepting to receive the Google Survey but the survey was not send.

If you are not familiar with this system: in the additional checkout scripts, there is a script added that shows up a pop-up with request for a survey at the confirmation page of the customer after the order is place.


I am using the following script:

{% if first_time_accessed %}
<!-- BEGIN Google Customer Reviews -->
<script src="https://apis.google.com/js/platform.js?onload=renderOptIn" async defer></script>
window.renderOptIn = function() {
window.gapi.load('surveyoptin', function() {
"merchant_id": [MY MERCHANT ID],
"order_id": "{{ order.name }}",
"email": "{{ order.email }}",
"delivery_country": "{{ shipping_address.country_code }}",
"estimated_delivery_date": "{{ order.created_at | date:'%s' | plus:432000 | date:'%F' }}"
window.___gcfg = {
lang: '{{ shop_locale.iso_code }}'
<!-- END Google Customer Reviews -->
{% endif %}


What could be the reason that Google is not able to send the survey to my customer, what seems to be happening.

Could this be dependent on the following line of code: "email": "{{ order.email }}",

Any suggestions are more than welcome 🙂


Kind regards,

Wouter van der Meer

google reviews.png

Kind regards,
Wouter van der Meer
Reply 1 (1)

Shopify Partner
3061 226 734

I believe emails are sent out after x amount of time, I thought it was 2 weeks, so you should see a gap where no emails are sent, due to waiting till the correct time has reached.


I have actually never looked at this, as most my clients use other review platforms.

Get in touch with Emmanuel: a Google Shopping Specialist, Google Ads Diamond Product Expert, and also a a Google Product Expert Education 2021 & Tailwind 2023 Award winner.
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