Getting started with Google Reviews
Q. Does the brand need to be omnichannel to use Google Reviews?
A. Not necessarily. While businesses with a Google Business account typically have a physical location, eCommerce stores can have one as well.
Q. How can I see if I have an Approved Google Business account?
A. Check Google, if you have a panel on the right-hand side, with reviews previously, you’ll know they have an approved account.
Q. How many Google Reviews can a customer leave?
A. As per Google review guidelines, a person can leave a single review with an attached Gmail account. Customers are always welcome to edit or remove their own reviews.
Note: If customers try to leave multiple reviews from different Gmail accounts on a single device like-PC, it is a violation of Google norms. Google finds multiple reviews from a single device as inappropriate and removes them.
General Google Review integration questions
Q. I have connected my Google Business account but can't see my Google Business pages to map them to my sites?
A. It is possible that you have multiple Google accounts. please be sure to use the account you have used to sign up to your Google Business account. This can be updated under the Marsello Google Review settings.
Q. Can I connect and sync Google Reviews to Marsello without enabling the Google review request automations?
A. It needs to be enabled. The automation requires the Google Review merge tag {{google_review_url}}.
Q. Is the Google Reviews Manager in Marsello connected to Google Shopping?
A. Google Review is NOT connected to Google Shopping.
Q: If I were to map Google Reviews to an eCommerce site only, should I be disabling product reviews on my site?
A: No, it's not necessary to disable product reviews on your eCommerce site when implementing Google Reviews. Both can coexist beneficially. Google Reviews assess the business overall, potentially enhancing local search engine ranking, while product reviews provide valuable insights and build consumer trust specific to individual products. Having both types of reviews offers a comprehensive perspective for potential customers and can positively impact your online presence and sales.
Q. Is it possible to send individual Google review requests from POS?
A. Currently, the Google Review merge tag {{google_review_url}} is tied to the order trigger for automation (email or SMS). The Google Review merge tag isn't available for campaigns. If this is a feature that will benefit your store, please reach out to our support team and they will be able to submit a feature request on your behalf.
Q. Are Google Review Automations considered transactional messages?
A. Google Review Automations are considered transactional messages as the trigger for these messages is "if they completed an order".
Google Review and Segments
Q. We would like the Google Review request to only be sent to customers who have left positive internal feedback. Is there a recommended way to set this up?
A. Currently, there is no direct way to send a Google Review request only to customers who have provided positive internal feedback. It's important to note that if the original trigger for the Google Review automation is edited, the automation will no longer function properly.
Q. If a customer meets the entry conditions multiple times, will they re-enter the custom segment/automation each time? Or, since they’re going through a custom segment first, will they only enter the automation once? We’ve received feedback from retailers who want to avoid sending the request after every transaction—can this be bypassed?
A. The trigger for Google Review requests must be “When an order is made.” You cannot use a different trigger.
However, to reduce how often customers receive review requests, you can:
Create a custom segment that filters for customers who have left positive internal feedback in your survey.
Use this segment as the audience for your automation.
This approach helps ensure that only select customers receive the request, even though the trigger itself will still be based on a new order.
Q. I want to set my Google Review automation to trigger based on order frequency instead of triggering after every order. Is this possible?
A. Yes, you can set up your Google Review automation to target customers based on their order frequency. However, this requires a few manual steps. Here’s how to do it:
Create a custom segment
Build a segment that includes customers who have made X number of purchases and have not left a Google review.Recommended segment conditions:
Order count is greater than or equal to X
Google review not received
Set up a new custom automation
Create a new automation and name it something like “New - Google Review Request.” You can copy and paste the email template (including merge tags) from your original Google Review automation and use the same delay settings.Apply the correct trigger and audience
Use the "Made an order" trigger for this automation and assign your newly created custom segment as the audience. It’s important to use this specific trigger so Marsello can automatically match the customer’s order with their Google Review, giving you more context and allowing for a more personalized response.
Google Reviews and SMS
Q. I am a vape store and have Google Reviews enabled. Can I send out the Google Review request via SMS?
A. No, any merchant that qualifies as a SHAFT retailer will not be able to use the SMS feature to request Google Reviews.
Q. If the customer has no mobile number on their profile and they enter the Google Review request automation flow, will it skip the SMS and go through Email automation instead? Or, will the automation stop because the customer doesn't have a mobile number?
A. The automation will be canceled for the customer once they reach the SMS step.
Q. If I remove the SMS step from the Google Review automation, will the flow still work?
A. Yes, you can customize the Google Review automation flow to suit your needs. Just make sure the email (or message) still includes the {{google_review_url}} merge tag to properly link the review to the customer’s order.
To ensure the automation works, you must:
Integrate your Google Business account
Map your sites to the correct Google Business listing
Enable the Google Review automation
Q. Can I send an SMS asking customers to leave a Google Review, and also set up an automation to request a product review via Judge.me app? Can I award loyalty points for either?
A: Yes, you can create an SMS automation to ask for a Google Review, but you cannot offer incentives (like loyalty points) for leaving a Google Review, as this violates Google's terms and conditions.
You can run a separate automation for product reviews if you are a Shopify merchant and on the Judge.me Awesome plan. Product reviews are focused on specific items rather than your overall business. You can reward loyalty points for product reviews.
Google Review Automation
Q. What happens if a customer makes a purchase at a site that isn’t mapped in the Google Reviews automation? Will they receive a broken link or no email at all?
A. If a customer places an order from an unmapped site, the Google Review email will fail to send. The customer will still enter the automation, but any email steps will be skipped due to the missing mapped location.
Q: Can I set up Google Review automation for multiple sites? Ideally, I’d like to send an SMS based on the site the customer ordered from.
A: Yes, the Google Review automation uses a merge tag that dynamically populates the review link based on the site the customer purchased from.
For example, if the customer ordered from Queen Street, the review form will link to the mapped Queen Street Google Business page.
Q. I have multiple POS sites with Google Reviews enabled. Does the “Store Name” merge tag pull the specific site name or just the overall business name?
A. Currently, the “Store Name” merge tag pulls the overall business name, not the specific site. If you'd find this functionality useful, please reach out to our support team—they can submit a feature request on your behalf.
Q. Does Marsello support review syndication?
A. No, Marsello does not support review syndication. This means a review left on one platform (e.g., Google) is not copied or shared to other platforms such as social media or other review sites.
Q. Can I connect multiple Google Business pages to Marsello? If so, how does Marsello know which one to use in the automation?
A. Yes, you can connect multiple Google Business pages. Once your Google account is integrated, all associated pages will be available in Marsello. The system will match each site to its corresponding Google page for accurate review linking.
Q. Can I reward loyalty points only to customers who leave a review?
A. You can segment customers who have left reviews and create follow-up automations.
⚠️ Important: You cannot advertise or offer loyalty points in exchange for leaving a Google Review, as this violates Google’s policies and may result in being delisted.
Please refer to Google’s Review Policies for more details.
Q. I am using Google Review and have 5 sites currently enabled in Marsello. Is it possible to only request Google Reviews from purchases made at 3 of the 5 locations?
A. Currently, there is no built-in feature to limit the review automation to select sites. If this is something that would benefit your store, please contact our support team and let them know.
Q. I’ve mapped two sites to Google Reviews. Will the “Leave a review” button dynamically link to the correct location?
A. Yes. If the automation is triggered by an order being placed, the “Leave a Review” button will direct the customer to the Google page of the specific site they purchased from.
Q. If I enable Google Reviews, will Marsello sync all reviews made on Google?
A. Marsello only syncs reviews that result from the Google Review automation (i.e., reviews left after a customer receives and interacts with your review request email). These reviews are linked to specific orders, giving you better insight and context.
Full review syncing across all of Google is not currently available. If this is a feature you are interested in, please reach out to our support team and let them know of your interest.
Q. Does the {{google_review_url}} merge tag need to be placed in a text block, or can it be behind a button?
A. It’s recommended to include the {{google_review_url}} merge tag in a text block to ensure proper functionality.
Q. I’m receiving an error when saving my Google Review automation: “Email design could not be saved. Invalid merge tag found: {{google_review_url}}.” How do I fix this?
A. This error usually occurs when the automation trigger is not correctly set. Please make sure the trigger is set to "Made an order." This ensures the merge tag connects properly to the order data.
Q: What steps are required to ensure my Google Review request automation is properly set up and sends correctly?
A: To set up your Google Review automation successfully, ensure the following:
Your Google Business account is integrated with Marsello
Your sites are correctly mapped to the corresponding Google pages
The Google Review automation is enabled in your Automations dashboard
The trigger is set to "Made an order"
The email includes the
{{google_review_url}}merge tag (preferably in a text block)
You may customize the email template, but the trigger and merge tag must remain intact for the automation to function.
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