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

Technical Q&A

Topic summary

Issue: Google Customer Reviews (GCR) survey emails stopped being sent a few weeks ago, despite customers opting in via a pop-up on the order confirmation page. The merchant uses Google’s surveyoptin script (gapi) in checkout, passing merchant_id, order_id, email, delivery_country, and an estimated delivery date set to 5 days after order creation.

Technical context: The opt-in is rendered by Google’s platform.js and gapi.surveyoptin, which schedules a post-purchase survey email to the customer. Code snippet and implementation details are central to the discussion.

Latest input: One respondent suggests GCR emails are sent after a delay (thought to be around 2 weeks), implying a gap between opt-in and the actual email send. This is presented as a possible explanation, not a confirmed cause.

Status: No resolution or confirmed fix. Outstanding questions include whether the email field in the script affects sending and whether the observed delay aligns with Google’s current sending schedule. Discussion remains open.

Summarized with AI on February 8. AI used: gpt-5.
1

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 %}

{% 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 :slightly_smiling_face:

Kind regards,

Wouter van der Meer

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2

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.