All Collections
FAQs and Troubleshooting
Troubleshooting with sending email request reviews
Troubleshooting with sending email request reviews

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

Yen Ma avatar
Written by Yen Ma
Updated over a week ago

Sending email request reviews is another simple way to ask for feedback from your customers. However, you might encounter situations where emails cannot be sent, and identifying the exact cause can be perplexing. In this article, we'll explore common issues and their solutions to ensure your review requests go smoothly.

1. Customers not accept marketing email

Some customers may not receive your review request emails because they did not tick in the option receive marketing emails during the checkout process.

Accept marketing email option


You can pre-check that option on your checkout page from Shopify store admin > Settings > Checkout > Marketing consent.

2. Email Conditions Not Met

Emails are not sent out if the order doesn't meet the conditions you've set in your email automation. For instance, if you've scheduled emails to be sent 10 days after the purchase date, you must wait for that time.

Note: In case you need to modify the settings in the email automation, the changes will be applied to the new orders only.

3. Incompatible Carrier for 'Delivered' Status

Emails are only sent out when orders have tracking information from carriers like USPS, UPS, FedEx, and Canada Post, and when they reach the "Delivered" status. These carriers have a direct link with Shopify, once the status of the shipment is changed, our app will send emails out.

If your carrier is not from that list, Ryviu does not support sending email. In this case, please consider to change the action for the status.

This article has mentioned the troubleshooting with common issue when sending email request reviews. Feel free to contact our Support staff if you have any questions or require more details about that.

Did this answer your question?