Automatic review requests

Review requests, sent by hand or automatically, are part of Pro and Business. They can follow an in-store payment or a delivered return shipment. Configure the link, channel, and timing, then use the request record to see what was scheduled or sent.

Set it up

1. Open Settings → Communications and find Review requests. Settings search for “review” can take you there.
2. Add your shop’s review link and enable the channels you intend to use. SMS needs a connected texting provider and a permitted recipient; email needs a working address.
3. Review the message template. Use a clear invitation to share feedback.
4. Set the walk-in delay, optional reminder, and cooldown. Automatic requests follow the configured payment or return-delivery event; changing a ticket to an arbitrary status is not the same trigger.
5. After an eligible event, inspect the request’s outcome. Scheduled, skipped, provider-accepted, and confirmed delivery states describe different results.

Check a missing request

• Confirm the relevant review toggle and destination link are set.
• Confirm that the qualifying payment or return-delivery event occurred.
• Check the configured delay, cooldown, and any pending request.
• Check the customer’s contact details, consent, and channel connection.
• Read the recorded skip or delivery reason before attempting another send.

A manual request still follows the shop’s channel, consent, and suppression rules. Use it only when you intend to contact that customer.

See Messaging for channel setup and Invoices & payments for payment confirmation.