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Review requests

Updated · 2 min read

A few days after an order is delivered, your assistant asks the customer how it went. What happens next depends on the answer.

The steps

  1. How did it go? A short question, 3 days after delivery by default. You can choose 1, 3, 5, 7 or 14 days. We count from when Shopify shows the order delivered (from the carrier’s tracking, or when you mark it delivered). If a delivery is never reported, for example with no tracking, local delivery or pickup, we ask 10 days after the order ships instead, so nobody is missed.
  2. Happy: the assistant thanks them and sends your review link.
  3. Unhappy: it doesn’t ask for a review. It says a teammate will help and passes the conversation to your team, who see it under Needs you.
  1. Go to Settings › Texting rules.
  2. Under Where reviews go, click Add link (or Change) and paste your review page link. Trustpilot is supported today.
  3. The change goes to our team for review, then the assistant starts using it.

With no link yet, happy customers get a warm thank-you instead.

Reading the results

On Campaigns and Overview, review requests count asks and review links sent rather than revenue. The flow’s page shows Sent, Replied, Happy, Review links, Handed to team and Opted out. Review requests don’t create attributed sales, so they show as Included under spend.

The ask always comes after the parcel is in their hands, so you don’t need to match the delay to your shipping times. A cancelled or refunded order never gets a review request, and each order is asked once.

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