Why was my request review emails not sent?

Discover the common reasons why your request review emails may not be sent and learn how to troubleshoot and resolve these issues effectively to ensure seamless customer feedback collection.

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

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

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.

Here are a couple of common reasons:

• Unsupported Tracking Carrier: Your tracking carrier might not be supported by Shopify. See the full list here.

• 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.

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.

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!