When something goes wrong

First of all, open Shopify Admin › Apps › IFG Reviews › Settings and look at the Diagnostics section: it often already tells you where the problem is.

Reviews don’t show on my store

Why it happens: the block isn’t in your theme, or the review isn’t published yet, or the product page hasn’t updated.

What to do:

1. On Reviews, check that the review is on the Published tab. If it’s on Waiting, press Publish.
2. If Reviews shows the notice “The product pages are not up to date yet”, press Update the product pages.
3. In Settings › Diagnostics, in the Reviews on your theme row, press Open the theme editor and check that the IFG Reviews — reviews block is on the product page. If it isn’t, add it: see Showing reviews on your store.

Customers don’t receive the request emails

Why it happens: the order hasn’t shipped yet, the wait you chose hasn’t passed, requests are switched off, the month’s requests have run out, or the customer has unsubscribed.

What to do:

1. On Requests, look at Latest requests: if the request is Scheduled, it’ll go out on the date shown.
2. Check that Ask for a review after every shipped order is ticked. While it’s off no request is created, and orders shipped in that time won’t get one. A request that is Cancelled after you switched requests off won’t restart.
3. On Plans, look at Review requests sent: if you’ve reached the limit, new ones wait for the next month.
4. In Settings › Diagnostics, look at E-mail sending and Automatic jobs. If they say “To fix”, that’s on our side: write to us.

If the request is Blocked, the customer asked not to receive any more emails: the app won’t write to them again, and that’s how it should be.

A review isn’t “verified”

Why it happens: the Verified purchase badge only comes from the link in the request email, tied to a real order for that product. Reviews from the store form, from a link or QR code, and imported reviews aren’t verified.

What to do: nothing. Nobody can change it by hand, and that’s exactly what makes it credible.

The import doesn’t bring in every row

Why it happens: some rows don’t attach to a product (“to decide”) or are missing some data (“rows skipped”).

What to do: fix the file (add the product handle or address, the rating, the text or the name) and upload it again. Rows already imported are skipped. See Import and export.

I’ve used up this month’s requests

Why it happens: each plan has a number of requests per month: 50, 500 or 2,500.

What to do: wait for the next month, when the queued requests go out on their own, or move to a higher plan. You never pay anything extra without choosing to. See Plans and billing.

The photo field doesn’t appear

Why it happens: photo uploads aren’t active on your store.

What to do: look at Settings › Diagnostics › Photos in reviews. If it says “To fix”, that’s on our side: write to us.

A page of the app shows “Some data is unreachable”

Why it happens: at that moment the app can’t read your store’s data.

What to do: wait a few minutes and reload. If the message stays, write to us.

Contact support

You have two ways.

From the app:

1. Open Shopify Admin › Apps › IFG Reviews › Support.

2. Write your question in the Your question field and press Ask.

   What you’ll see: the guide entries that look related to your question.

3. If you don’t find the answer, in the Not what you needed? section type your email address in the Your e-mail address field.

4. Press Send to IFG eCommerce.

   What you’ll see: “Sent. The reply comes by e-mail to the address you gave.”

By email: write to info@ifgecommerce.com. We answer in Italian and in English.

What to write, so we can answer sooner:

• your store’s address (the one ending in .myshopify.com);
• the Support code at the bottom of Settings › Diagnostics;
• what you did, what you expected and what happened instead;
• if you can, a screenshot.

To suggest an improvement there’s the Suggest something section on the same Support page.

More cases in Troubleshooting and in the FAQ.

Next step

Glossary