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Set up review requests

Review Requests

Set up review requests

Marketing → Review requests asks customers to review what they bought, without you writing to each one.

How it works

  1. Switch on Ask for reviews after delivery. Only orders delivered from that moment on are asked; older orders never are.
  2. When an order is marked Delivered, the store waits the time you set (Wait after delivery, 1 hour to 90 days; 3 days is the default) and then sends one message for that order. A second delivery update, a resend or a restart never sends it twice.
  3. The message shows five stars. Tapping a star opens a review page for that order with the rating already picked. The customer writes a line or two and submits. They do not need to sign in: the link stands for their order, so the review is posted as them, and it can only review products from that order.
  4. Reviews follow your Product reviews settings (approval before they show, if you moderate reviews).

Who is not asked

  • Orders that are no longer delivered (cancelled or refunded) and orders with a return request.
  • Customers who already reviewed every product in the order.
  • Customers who unsubscribed from your marketing emails. A review request is a marketing message, so every email carries an Unsubscribe link.

Email or WhatsApp

  • Email works for every customer with an email address.
  • WhatsApp is used only when the customer agreed to receive WhatsApp offers, WhatsApp is connected under Settings → SMS & WhatsApp, and you have a WhatsApp template for the event Review request that WhatsApp has approved. The template can use {{customer_name}}, {{order_number}}, {{store_name}} and {{link}} (the review page). Quiet hours and STOP replies are respected. When WhatsApp cannot be used for a customer, they get the email instead.

Reward a photo review

Set Reward points for a photo review above 0 to thank customers who add a photo. The points are paid once per order, when the photo review is approved, to customers with an account (adding photos needs a signed-in customer). Reward points must be switched on.

The report

For the dates you pick, the page shows requests sent (by email and WhatsApp), how many customers opened the review page, reviews collected (and how many have photos), the share of sent requests that brought a review, and why some requests were not sent.