🏷️ Google Reviews are unlocked on the Loyalty Accelerate plan.

⚠️ Important: An approved Google My Business Account is required to use this feature.

Connect Your Google Reviews Manager

1. In your Marsello admin, go to Customers > Responses > Google Reviews

2. Click the Edit program settings button to connect to your Google My Business Page

📝Note: You will be asked to log in & approve the connection. Be sure to use the account the same account that you signed up to Google Business accounts with.

3. Map your POS & eCommerce sites in Marsello to the correct Google My Business Page by clicking on the drop-down menu next to each location you would prefer to manage reviews.

A settings panel in Marsello where users can map their POS and eCommerce sites to the appropriate Google My Business Page. This includes a drop-down menu next to each location, allowing users to select the preferred site for managing reviews.

4. Enable your Google Review Manager by toggling the on/off button to on. Once enabled you will be able to edit and customize the preset Google Review Request flow.

📝 Note: The Google Review Request trigger is set to “When an order is made” by default and cannot be customized.

💡 Tip: Beta results show that adding an SMS step to your Google Review Request automation can increase the number of reviews received. We recommend using SMS where possible to maximise engagement.

Please note that SHAFT retailers are not permitted to send SMS requests for Google Reviews. For more information, refer to our article on SMS compliance.

A settings panel featuring the Google Review Manager with an on/off toggle switch. Users can enable the manager by toggling the button to the ON position. Once enabled, users will have the ability to edit and customize the preset Google Review Request flow.

⚠️ Important: Requesting customer reviews is permitted when using the Google Review Manager, but you must follow Google’s review policies. Failure to comply may result in reviews being removed or your business being restricted from using Google’s services.

The following practices are not allowed:

Requesting reviews in bulk from customers
Selectively asking for positive reviews only
Offering incentives or payment in exchange for reviews
Reviewing your own business, as this creates a conflict of interest

Managing Google Reviews

In the Google Reviews section, you can view and manage all reviews collected since connecting your Google Business Profile to Marsello.

What you can see

All reviews collected since connecting Marsello
Your overall review rating, including a breakdown by star rating
The ability to filter reviews by timeframe, order details, or review content

What you can do

When a customer leaves a review, it will automatically sync to your Marsello admin. From here, you can:

Respond to reviews, with your reply published to your Google Business Profile
Reward customers with loyalty points as a thank you
Contact the customer directly via their email address

How it works - your customers' experience

Once the Google Review Request automation is enabled, customers will automatically receive a review request after making a purchase.
The message includes a call-to-action (CTA) button prompting the customer to leave a review on the relevant Google Business Profile. The link is location-specific—for example, if a customer makes a purchase at your George Street store, they will be directed to that store’s Google review page.
From there, the customer can submit their review by: