Troubleshooting

Common issues and solutions for Google Customer Reviews for WooCommerce.

Survey Opt-in Issues

Opt-in not appearing on order confirmation page

Possible causes and solutions:

1. Plugin not activated

   • Go to Plugins and ensure Google Customer Reviews for WooCommerce is activated

2. Survey opt-in disabled

   • Go to plugin settings and ensure "Enable Survey Opt-in" is turned on

3. Missing Merchant Center ID

   • Enter your Google Merchant Center ID in the plugin settings

4. Caching issue

   • Clear your page cache
   • Exclude the order confirmation page from caching
   • Try in an incognito/private browser window

5. JavaScript error

   • Open browser developer tools (F12)
   • Check the Console tab for errors
   • Look for conflicts with other plugins

6. Theme compatibility

   • Try switching to a default theme (Storefront) temporarily
   • If it works, there's a theme conflict

Opt-in appears but looks broken or unstyled

1. CSS conflicts

   • Check for CSS rules that might affect the opt-in container
   • Try adding this CSS:

   .gcr-survey-optin {
       all: initial;
   }

2. Google script blocked

   • Check if your firewall or security plugin is blocking Google scripts
   • Whitelist www.google.com and apis.google.com

3. Content Security Policy

   • If using CSP headers, ensure Google domains are allowed

Customers not receiving survey emails

1. Delivery time too short

   • Google sends surveys after the estimated delivery date
   • Increase the "Estimated Delivery Days" setting

2. Customer email issues

   • Survey emails may go to spam
   • Advise customers to check their spam folder

3. Not enough time passed

   • Surveys are sent days after the estimated delivery
   • Wait for the appropriate time to pass

Badge Issues

Badge not displaying

1. Not enough reviews

   • You need approximately 100 reviews for a seller rating
   • The badge won't display without a rating

2. Badge disabled

   • Check plugin settings to ensure the badge is enabled

3. Wrong placement

   • If using INLINE position, ensure the shortcode is placed correctly
   • If using floating position, check z-index conflicts

4. Caching

   • Clear your page cache
   • Try in an incognito window

Badge displays wrong rating

1. Google cache

   • Google caches ratings; updates may take several hours
   • Wait 24 hours and check again

2. Multiple Merchant Center accounts

   • Ensure you're using the correct Merchant Center ID

Product GTIN Issues

GTINs not being sent with opt-in

1. GTIN field empty

   • Ensure products have GTINs entered
   • Check the GTIN field in WooCommerce product settings

2. Wrong GTIN source

   • Check plugin settings for the correct GTIN source field
   • Ensure the custom field name matches if using a custom field

3. GTIN inclusion disabled

   • Enable "Include Product GTINs" in plugin settings

Product ratings not appearing in Google

1. GTIN mismatch

   • GTINs must match exactly between your store and Google Merchant Center feed
   • Verify GTINs are correct and formatted properly

2. Not enough reviews

   • Product-level ratings also require sufficient reviews

License and Activation Issues

License key not working

1. Copy/paste errors

   • Ensure no extra spaces when copying the license key
   • Try typing the key manually

2. Wrong site URL

   • License is tied to a specific domain
   • Check your license is registered for this domain

3. License expired

   • Check your account for license status
   • Renew if expired

Can't activate on additional site

1. License limit reached
   • Your license tier limits the number of sites
   • Upgrade to a higher tier for more sites
   • Or deactivate on another site first

Performance Issues

Page load is slow after installing

1. Debug mode enabled

   • Disable debug mode in production
   • Debug logging can slow down the site

2. Check other plugins

   • Temporarily disable other plugins to identify conflicts

Debug Mode

To help troubleshoot issues, enable debug mode:

1. Go to plugin settings
2. Enable "Debug Mode"
3. Reproduce the issue
4. Check logs at WooCommerce → Status → Logs
5. Look for logs starting with gcr-

Important: Disable debug mode after troubleshooting to avoid performance impact.

Getting Help

If you can't resolve your issue:

1. Check the FAQ for common questions
2. Enable debug mode and gather log information
3. Contact support with:
   • Your WordPress and WooCommerce versions
   • Plugin version
   • Description of the issue
   • Steps to reproduce
   • Any error messages or logs