Important changes to your Square Online customer reviews
About the changes to your Square Online customer reviews
We recently notified you of upcoming changes to your Square Online customer reviews. Currently, both enabling the customer reviews feature and customising customer review emails live in Square Online. Starting 6 January 2025, you can still enable the customer reviews feature in Square Online, but customising the email automation will move from Square Online to Square Marketing.
Before you begin
When these changes take place, the new experience in your Square account will be the following:
Square Online: You can enable customer reviews for your Square Online sites, as well as check customer review submissions and publish them to your sites.
Square Marketing: Design review request emails and send review requests via email to the buyer after they’ve completed their order on your Square Online site.
Additionally, customer reviews will still only be available on the ‘Shop all’ ordering page template in Square Online and not on the Order Online template. If you’re using Order Online, be sure to switch your template to ‘Shop all’ so reviews appear on your site.
Understand the changes
- Upgrades: You will have access to customer reviews if you’re paying for a Square Online subscription. You will not need a separate Square Marketing subscription to use customer reviews for your website. However, with a Square Online paid subscription, you will not have access to any other Marketing automations or features beyond customer reviews. For additional Marketing features, you will need a separate paid subscription to Square Marketing.
- Downgrades: If your Square Online subscription plan is downgraded, your customers will stop getting review request emails and published item reviews will be hidden on your sites. If you reinstate your Square Online paid subscription, published item reviews will automatically be visible on your sites and review emails will resume being sent.
- You can turn customer reviews on or off at any time for any of your Square Online sites.
- You can activate a customer review email automation within Square Marketing, but it will not start sending review request emails to customers until the customer reviews feature has been enabled in Square Online on at least one of your sites.
- After enabling customer reviews in Square Online, you’ll be directed to Square Marketing to enable the customer review email automation if you haven’t already done so. Customer review request emails won’t be sent to customers until setup has been completed in both Square Online and Square Marketing
- If you have an active customer review email automation, turning off customer reviews within Square Online will prevent emails from being sent by the email automation in Square Marketing.
- If you have an active customer review email automation and published customer reviews on your site, canceling the email automation within Square Marketing will suspend email delivery, but it won’t impact any published reviews that are live on your Square Online site. Any pending reviews in Square Online can be processed normally.