Review Request Email Timing

When it comes to requesting reviews, timing is crucial. 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 spectacular reviews are made of.

When considering the timing of your emails, keep the following in mind:

  • Your delivery timing.
  • Your product experience.
  • The right time you believe your customers need to experience your products.

You can change the email timing inside the "Collect Reviews" settings section, under “Review request timing”.

Note: Any changes made to your email timing will apply immediately. Once set, all unscheduled orders from that point will be scheduled according to the updated changes.

Email timing

We send one review request email per order, requesting reviews for all products included in the customer’s purchase.

If products are fulfilled on different days, we send separate review request emails (X days after each item is fulfilled).

To set up your email timing setting, select your desired time period from the setting’s dropdown.

You can set the timing between 1 to 70 days after:

  • The customer's purchase.
  • Fulfillment of a customer's order.
  • Delivery of the package.

If you wish to send your emails in less than 1 day, feel free to contact our Support team.

Note: Emails are sent based on the customers’ local "work hours" to maximize open rates.

After Purchase

"After Purchase" schedules your review request emails to be sent the number of X 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 X 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 your 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 were fulfilled together.

After Delivery

“After Delivery” schedules your review request emails to be sent the number of X days you select after your customers’ orders are delivered.

You can use delivery-based timing in one of two ways - using the Loox + AfterShip integration or using Shopify's shipment_status field on orders.

Delivery-based timing is available on the Scale plan and up. Click here to upgrade your plan.

Using Shopify's Delivery Tracking:

When using the “After Delivery” email timing setting, we will schedule your review request emails according to the shipment_status field reported on each order. The shipment_status field is updated only if you are actively tracking your packages through Shopify’s Orders page and using Shopify Shipping labels.  

Other 3rd-party Shopify package tracking apps will also update this field. This will allow you to track the delivery of other shipping companies not mentioned above.

Apps that support this reporting:

We suggest contacting your package tracking app and asking if they update the shipment_status field in Shopify.

Important: If the shipment_status is not tracked, Shopify will not send Loox the notification that the package has been delivered, and Loox will not send the email!

Using AfterShip

To schedule your review request emails based on Aftership’s tracking information, follow the steps below:

  • Inside the "Integrations" settings section, go to "Aftership".
  • Copy your AfterShip webhook link:

  • Go to AfterShip's notifications settings page.
  • Click the 'Add webhook URL' button at the bottom of the page.
  • Paste the link in the "Webhook URL" field.
  • Check the "Delivered" status checkbox.
  • Save your settings.
  • In your Loox admin, verify your integration using the "Verify" button:

  • Edit your "Email timing" to schedule emails by "Delivery" in the "Collect Reviews" settings section:

Additional Notes

  • To enable the Loox + AfterShip integration, you need to have an AfterShip account that supports Webhooks.
  • You can set up a Fallback Timing, which will schedule a review request email in case the shipment_status was not updated through Shopify:

If you have more questions, contact our Support team at [email protected]. We're available 24/7 and happy to help!

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