Troubleshooting

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Start with Settings → Diagnostics in the app. It checks the theme, product sync, storefront alignment, review requests, email sending, automatic jobs and photos, and marks each as fine, to fix, or not verifiable right now. When it says a problem depends on us, it shows a support code: quote it if you write to info@ifgecommerce.com.

Reviews don’t appear on the storefront

Go through these in order.

1. Is the review published? A new review is Waiting and does not show on your store until you publish it, on the Reviews page.
2. Is the block on your theme? The app cannot read your theme, so open a product page on your store: if the reviews do not appear, open the theme editor from Settings → Diagnostics → Reviews on your theme and check that the block is in the product template and switched on. Add it with the buttons in the guided setup (see Installation).
3. Does your theme accept app blocks? App blocks need an Online Store 2.0 theme. If the block is not in the Apps list of the theme editor, your theme or that section does not accept app blocks.
4. Is the product in the app? Under Settings → Diagnostics → Product sync, check that products have been synced. A product the app does not know cannot have reviews. Run the sync from the guided setup.
5. Are the product pages up to date? On the Reviews page, if a notice says some product pages are behind, select Update the product pages. This happens when Shopify did not accept the update at the first attempt.
6. Is the block set to the right product? On a product page, leave the Product setting empty. If you place the block on another kind of page, choose the product in the block’s settings.
7. Is it a star badge on a product without reviews? By design, the badge shows nothing when a product has no published reviews (or an invitation, if you turned that on). It never shows an empty rating.

If you did all of this and a product with published reviews still shows nothing, write to us with the address of the product page and your support code.

Emails aren’t reaching customers

Open Requests. It shows how many requests are in each status and the latest ones.

• Is email sending active? See Settings → Diagnostics → Email sending. If it says sending is not configured, no request reaches a customer, and this is on our side: write to us.
• Are requests switched on? On Requests, Ask for a review after every shipped order must be on: it is off until you switch it on. Orders shipped while it was off get no request, and the ones cancelled when you switched it off don’t restart.
• Was the order fulfilled? Requests start from a fulfilment, not from a payment. They go out after the delay you set (7 days by default), at the hour you set.
• Was the fulfilment too old? A fulfilment older than 30 days gets no email.
• Status Blocked: the customer unsubscribed from your store’s requests, or the address was already marked as undeliverable or as a complaint. The app has no control to undo it, by design.
• Status Undelivered: the customer’s address bounced.
• Status Cancelled: the order was cancelled, the line was refunded, or the product no longer exists in your catalogue.
• Status Expired: the customer did not answer, and the request stopped waiting 45 days after its planned date.
• Status Failed: the email could not be sent after several attempts. Write to us with your support code.
• Still Scheduled after the date? The same customer may have received another request from your store in the last 7 days: it goes out once that window has passed. Or you have used your month’s allowance: see Plans, where use is shown. Held requests are sent the next month, or at once if you upgrade.
• Spam folder. Ask the customer to check it. Requests are sent in your store’s name, and customers can reply to your store’s contact email on Shopify. If your store has no contact email on Shopify, the Requests page warns you that a reply would reach nobody.

The test email doesn’t arrive

The test goes only to your store’s contact email on Shopify, with [TEST] in the subject. Check the spam folder first. The app also tells you when it cannot send: your store has no contact email, email sending is not active, or you reached the limit of five test emails per day.

My own sending domain stays pending

On Grow and Unlimited, check the DNS records exactly as shown in Settings → Email sender, where your domain is registered. If your DNS panel has a proxy option, switch it off for these records. DNS can take from a few minutes to a few hours: select Verify again later.

An import rejected many rows, or found nothing

Run See what would happen first: it shows the problems without writing anything.

• «Row N: … is missing / not valid / too long». N is the line in your file, counted as in a spreadsheet: the header is line 1. Required columns are rating, body and reviewer_name. The rating must be a number from 1 to 5, and the text at most 4,000 characters. See Migration.
• Everything is “to decide” or nothing imports. The rows could not be matched to a product. Sync your catalogue, and make sure the file has product_handle, product_url, product_id or sku values that match it. A title alone is never enough.
• “This file cannot be read.” The file is not a valid CSV: the app gives the line where the problem starts (often an opening quote that is never closed). Save it again as CSV (UTF-8) from your spreadsheet.
• “The file is too large.” The limit is 8 MB. Split the file and import the parts one after the other.
• “The file has no rows.” The file is empty or only has a header.
• Imported, but I can’t see the reviews on my store. Imported reviews arrive Waiting. Publish them on the Reviews page, or use Publish all waiting.
• The numbers say “already there”. You imported rows that already exist. Importing the same file twice is safe.

The export link doesn’t work, or the file is incomplete

The download link is valid for two minutes. If it says the link has expired or is no longer valid, prepare a new one from Import or from Settings → Data and privacy. An export holds every review of your store; if you get a message that it is too large, write to us.

Stars don’t show up in Google search results

IFG Reviews adds rating information (structured data) to your product page when the product has published reviews and Add the rating to the page’s structured data is on in the reviews block. Whether Google then shows stars is Google’s decision, and no app can guarantee it. It can also take time.

• Check that the product has at least one published review.
• If your theme or another app already adds a rating to the same product, turn this setting off in one of them: two sources for the same rating conflict.
• You can test a product page with Google’s Rich Results Test.
• Reviews of the store itself (the store reviews block and the all reviews page) do not add structured data.

The review count doesn’t add up

• The storefront counts published reviews only. Waiting, hidden, spam and archived reviews are not counted.
• Reviews of your store itself are kept apart: they never change a product’s count or stars.
• After a change, the product page may take a moment to catch up (see “Update the product pages” above).
• For very large stores the app reads a bounded number of reviews at a time. When that happens the page says so (for example “The figures above cover the most recent reviews”). The reviews themselves are not lost.

A customer can’t write a review

• The link says it was already used, or is not valid. The link in an email works once, and a request stops waiting 45 days after its planned date.
• The form on the product page does not appear. Writing a review needs JavaScript in the customer’s browser, and the Let visitors write a review here setting must be on in the reviews block.
• The form refuses a second review. There is a limit of one review per person and product per day.
• There is no photo field. Photos are offered only when photo uploads are active on your store: see Settings → Diagnostics → Photos in reviews.

The app shows “Some data is unreachable”

The app works, but could not read your store’s settings just then. Reload in a moment. If the message stays, write to us.

The app doesn’t open

Open it from Apps in your Shopify admin. Opening the app’s address directly in the browser shows a page that sends you back to your admin.

Still stuck?

The Help page in the app searches this guide and can forward your question to a person, with the text you typed. Or write to info@ifgecommerce.com. We answer in Italian and in English.