---
title: "Troubleshooting review request emails"
description: "Reading this article to know how to resolve typical problems that arise while delivering email request reviews."
url: https://docs.ryviu.com/en/articles/42-troubleshooting-review-request-emails
collection: "FAQs and Troubleshooting"
updated: 2026-10-11
language: en
---

# Troubleshooting review request emails

Reading this article to know how to resolve typical problems that arise while delivering email request reviews.

> **Info:** The email request reviews feature is available for paid plans only.

Sending [email request reviews](https://docs.ryviu.com/en/articles/26-request-reviews-email.md) is a simple way to ask for customer feedback. However, you might encounter situations where emails cannot be sent, and identifying the exact cause can be perplexing. This article will explore common issues and their solutions to ensure your review requests go smoothly.

* * *

## 1\. **Email Conditions Not Met**

Review request emails are only sent when the order matches your email automation settings.

For example:

-   If your automation is set to send emails 10 days after purchase, the email will not be sent immediately.
    
-   If the order status does not match your conditions, the email will remain in the queue.
    

Please review your email automation settings and wait until the conditions are met.

## 2\. **Incompatible Carrier for 'Delivered' Status**

Ryviu can only detect the “Delivered” status from supported carriers connected with Shopify, such as:

-   USPS
    
-   UPS
    
-   FedEx
    
-   Canada Post
    

Once the shipment status changes to **Delivered**, Ryviu will automatically send the review request email.

If your carrier is not supported, the email may not be sent correctly.

In this case, please consider changing the sending condition in your email automation settings.

## **3\. Customers unsubscribe from your store's email list.**

If a customer unsubscribes from your store's emails after placing an order, Ryviu will not send review request emails to them.

In some cases, the email may still appear in the queue with a processing status, but it will not be delivered.

## 4\. Send a test email

You can send a test email to preview your review request email template. Please follow these steps:

1.  Log in to your Ryviu dashboard
    
2.  Go to **Emails** → **Email automation**
    

![](https://staticfiles.gleap.io/ghelparticle/nJXDmxwhmzU0m0WDlGRFKjcAftzy6ruoQYR3E3C528T3iRdCXSIuPYCFxQqJXBZubysm0mpOn6m.webp)

3.  Click **Customize email**
    

![](https://staticfiles.gleap.io/ghelparticle/G7p3YHbAgSr1eS4TID1x2stUtax87xKQVQ2Qlur8tFcSUTPITPeBLpgJkczEbTbctFUu4capGcA.webp)

4.  Click the **Send test email** button at the top right corner
    

![](https://staticfiles.gleap.io/ghelparticle/Qp5OvzX9dmaVS12LfPFsB0c8m6LVmzOgTQu3D63ed9tQ5vhPpFBu9EDW8ACkteBr3QFw1ErFEzs.webp)

After sending the test email, please check your inbox.

If you cannot find the email, please also check your Spam or Junk folder.

**Need help?**

Get in touch with our support team through [live chat](https://docs.ryviu.com/en/articles/101-support.md) or email at [info@ryviu.com](mailto:info@ryviu.com)**.** We're here to help!