When it comes to requesting reviews, timing is critical. Sending it too soon can create a frustrating experience for your customers; waiting too long can risk missing out on the initial excitement of a new product, which is what great reviews are made of.
When considering the timing of your emails, keep the following in mind:
- Your delivery timing.
- Your product experience.
- The time you believe your customers need to experience your products.
Let's walk through how to set up your review request email timing
Setting up your Review request email timing
To set up your Review request email timing:
- Within "Reviews - Preferences", go to "Emails and scheduling".
- Set the timing of the first review request email sent to your customers.
You can set the timing between 1 to 70 days after:
- The customer's purchase
- Fulfillment of a customer's order
- Delivery of the order
If you wish to send your emails in less than 1 day, feel free to contact our Support team.
We send one review request email per order, requesting reviews for all products included in the order.
Notes:
- Changes made to your email timing apply immediately. Once set, all unscheduled orders from that point forward will be scheduled according to the changes made.
- Emails are sent based on the customers’ local "work hours" to maximize open rates.
Setting different timing for domestic and international orders
Setting different email timings for domestic and international orders is especially useful for stores that sell globally.
Schedule your review requests to correspond with your customers' locations to increase the likelihood they will open your emails and submit reviews.
To set a different email timing for domestic and international orders:
Within "Reviews" > "Preferences", go to "Emails and scheduling."
- Toggle "Set different timing for domestic and international orders" on.
- Select your “Domestic country” from the dropdown.
- Set your preferred email timing and the trigger for domestic and international orders:
Domestic orders: Applies to orders shipped within your selected domestic country
- International orders: Applies to orders shipped outside your selected domestic country
- Click "Save".
Your emails will now be scheduled differently for domestic and international orders.
Note: When setting different timings for domestic and international orders, only the "After purchase" and
"After-Fulfillment" email triggers are available.
After Purchase
"After Purchase" schedules your review request emails to be sent the number of days you select after the order has been completed.
We recommend using this setting for brands that sell digital products or have same-day delivery.
After Fulfillment
"After Fulfillment" schedules your review request emails to be sent the number of days you select after the order has been fulfilled.
By default, Loox will schedule review request emails to be sent 14 days after fulfillment.
If you are fulfilling orders outside of Shopify, we recommend using another timing option.
Note: Loox bundles review requests for products in the same order into one email as long as they are fulfilled together. If products are fulfilled on different days, we send separate review request emails (i.e. X days after each item is fulfilled).
After Delivery
The "After Delivery" option schedules review request emails to be sent a set number of days after an order is marked as delivered.
You can enable delivery-based timing using Shopify’s delivery tracking or the Loox + AfterShip integration.
For full setup instructions, see Scheduling Emails According to Delivery Timing.
If you have more questions, contact our Support team at [email protected]. We're available 24/7 and happy to help!