Review request emails
Most reviews come from asking. When an order is fulfilled, Sofcy schedules a short email asking the customer to rate what they bought, and sends it after the delay you choose.
How it works
- An order is fulfilled in Shopify.
- Sofcy picks the products to ask about, one per order by default, and schedules a request for each. The default delay is 14 days. See Scheduling and reminders.
- When the time comes, the customer gets an email with the product, five stars to click, and a card to rate your store too.
- Clicking a star opens the product page with the review form already open, their name and email filled in, and that star selected.
- The review arrives on the Reviews page as a verified buyer review.
If they do not review, optional reminders follow.
Turn requests on or off
Go to Settings › Email templates, open Review request, and use the Send review request emails switch. It is on by default. The Requests card on Home shows whether it is on.
To stop requests for a single product, turn its Requests badge off in Product management.
Who is not asked
Sofcy skips a request, or marks it Suppressed, when:
- the customer unsubscribed from your review emails, or asked for their data to be erased;
- they already reviewed that product, or already have a request for it;
- they were asked too recently under your Limit review requests sent to a customer setting;
- the product has requests turned off, or is a gift card;
- the item was removed from the order or is no longer available.
Where emails come from
Emails are sent by Sofcy from info@sofcyreviews.com, with your Sender name in front. Set a Reply-to email so customers' replies reach you. See Sender and branding. To change the wording, see Email templates.
Track your requests
Open Reviews › Review requests to see every request, its product, order and status.
| Status | Meaning |
|---|---|
| Scheduled | Waiting for its send time. Filter label: Will send. |
| Sending | Being sent now. |
| Sent | Handed to the email service. |
| Delivered, Opened, Clicked | Reported back by the email service. |
| Submitted | The customer left the review. Filter label: Reviewed. |
| Suppressed | Skipped by you or by Sofcy, with the reason shown. Filter label: Skipped. |
| Failed | The email could not be delivered. |
| Cancelled | You cancelled it. |
What you can do
- Search by customer or product, filter by status, and sort by order, date or customer.
- Select requests to Send now, Reschedule, Skip requests, Cancel requests or Retry failed. Each only works on requests in a status it applies to, such as cancelling a scheduled one. If any selected request does not fit, nothing changes.
- Click View details for a request's timeline: created, scheduled, sent, delivered, opened, clicked, reviewed, and reminders.
- Under More actions: Cancel unsent requests (on the current page), View customer blocklist (customers suppressed on the current page), Group requests by order, and Export requests to CSV.
Asking by hand
To ask customers from past orders, or a list of your own, see Manual and past-order requests. For a link or QR code you can share anywhere, see Review links and QR codes.