> For the complete documentation index, see [llms.txt](https://help.airreviews.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.airreviews.io/collect-reviews/review-request/why-was-my-request-review-emails-not-sent.md).

# Why was my request review emails not sent?

It might be frustrating to see your review requests stuck in the "Waiting" status for too long without being sent.

<figure><img src="/files/jlkTJPtuYcQaTWee9QOu" alt=""><figcaption></figcaption></figure>

Typically, this happens because the shipment status isn’t synchronized with Shopify, meaning you only see "Tracking added" instead of "Delivered."

<figure><img src="/files/EEjgvLUmPnLNVHiUNgMT" alt=""><figcaption></figcaption></figure>

### Why Does This Happen?

This issue arises when you've set your review request emails to be sent after the delivery date. However, as mentioned, the delivery status isn't synchronized with Shopify.&#x20;

<figure><img src="/files/PYzEO06yKT8rKI3rfJoa" alt=""><figcaption></figcaption></figure>

Here are a couple of common reasons:

* **Unsupported Tracking Carrier:** Your tracking carrier might not be supported by Shopify. See [the full list here.](https://help.shopify.com/en/manual/shipping/understanding-shipping/shipping-carriers)
* **Incomplete Shopify Integration:** You might not have set up the Shopify integration for your tracking carrier. For example, you can refer to [the setup guide for the DHL Express Integration.](https://support.dhlexpresscommerce.com/hc/en-gb/articles/360036286731-Set-up-Shopify-Integration)

If there’s no updated tracking status in Shopify, we can’t determine the trigger to send the review requests.

### What else can I do?

* **Complete the Integration:** Ensure that the delivery status is synchronized with your Shopify admin by finishing the integration steps.
* **Simpler Option:** Set up the emails to be sent after fulfillment instead of the delivery date.

<figure><img src="/files/eZ49r7bOJRQpsiqlKAIy" alt=""><figcaption></figcaption></figure>

### Sum up

We hope this FAQ guide helps you resolve the issue and get your review request email automation running smoothly. If you have any further questions, feel free to reach out!


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