Request tracking
Follow every review request Cevoid sends or hands to your CRM, see why one wasn't sent, skip requests, and send one from an order.
Request tracking lists every review request your flows send: the first email and each reminder, whether Cevoid sends it or hands it to Klaviyo or Voyado. Use it to see what's scheduled, what each customer did with the email, and why a request wasn't sent. Requests is the Outbox list narrowed to review requests.
Navigate to Reviews → Requests to follow your review requests.
How request tracking works
Reviews → Requests has the same tabs, columns, search, and Flows button as Outbox: see How Outbox works. A request's Status shows the furthest step it reached: see Delivery statuses. Click a request's row to open its Delivery details, the same as in Outbox: see Open a delivery's details. Its Flow row opens the flow run that sent the request: see Open a run. Unlike Outbox, Requests also shows Always skip in a scheduled request's details: see Skip a request.
- A request appears in Queue as soon as the Wait step before it starts, scheduled for when the wait ends
- Each reminder is a row of its own, marked Reminder 1, Reminder 2, or Reminder 3. It appears when it's due, not before.
- Thank-you and reply emails aren't listed here, and neither are requests sent to a webhook: they're in Outbox
Skip a request
To skip a scheduled request, or to send now or retry one sent through Klaviyo or Voyado, use the ... menu on its row, the same as in Outbox: see Skip, send now, retry, or replay a delivery. Requests held at your order limit can be retried after an upgrade: see Send held requests after an upgrade.
Always skip, in a scheduled request's Delivery details, also stops every future request for the product, such as a sample or a gift card: it adds the product to your review blocklist and skips the request.
Reasons for skipped and failed requests
A skipped or failed request shows its reason in Why, in the request's Delivery details. These reasons are particular to Reviews:
| Reason | What it means | What you can do |
|---|---|---|
| Reviews unavailable when order arrived | The order arrived before Reviews was added to your plan, or is imported order history | Enroll past orders in your flow. See Send requests to past orders |
| Reviews monthly order limit reached | The order was over your plan's monthly order limit | Raise your limit, then retry Klaviyo, Voyado, or webhook deliveries. See Monthly order limit |
| Reviews not included in plan | Your plan didn't include Reviews when the request was due | Add Reviews to your plan. See Plans that include Reviews |
| Consent unavailable | The customer hasn't agreed to marketing email, so Cevoid didn't send its email | None in Cevoid. Consent comes from Shopify or your loyalty program |
| Already reviewed | The customer has already reviewed every product in the request, or your store | None |
| Already requested | Another open request covers these products for this customer, or the request is no longer open | None |
| Product blocklisted | Every product in the request is on your review blocklist | Remove the product from the review blocklist |
| Product unavailable | The products are no longer in your catalog, or no longer available | None |
Reasons any delivery can have, such as Order refunded, Skipped by operator, Email address rejected, or Provider outcome unknown, are in Reasons a delivery was skipped or failed.
Review status on an order's items
Each product on an order shows its review status. Navigate to Orders and open an order: the badge next to each product in Items shows where its review stands. Hover over a badge for the details.
| Badge | What it means |
|---|---|
| Reviewed | The customer reviewed the product from this order |
| Previously reviewed | The customer already reviewed the product on another order |
| Review unavailable | The review for this order is no longer available |
| Ready to request | The product can get a review request |
| Request queued, Request scheduled, Sending request | A request for the product is on its way |
| Request sent | The request was sent. Hover over the badge for the date |
| Request failed, Request cancelled | The request couldn't be sent, or was canceled |
| Already requested | An open review request already covers the product |
| Requested on previous order | A review request for the product was already made on another order, so this order gets none |
| Not reviewed | No review yet, or further requests stopped after the customer responded |
| Checking eligibility | Cevoid is still processing the order |
| Refunded | The product was refunded or removed from the order, so it gets no request |
| Product blocklisted | The product is on your review blocklist |
| Product unavailable | The product is no longer in your catalog, or no longer available |
| Needs matching, Product needs matching | The order line isn't matched to a product in your catalog |
| No customer email | The order has no customer profile or email address |
| No marketing consent | The customer hasn't agreed to marketing email, so the request wasn't sent |
| Requests paused | Cevoid stopped review requests to this customer |
| Reviews not active | The order arrived before Reviews was added to your plan |
| Monthly order limit reached | The order was over your monthly order limit |
| Reviews module missing | Your plan doesn't include Reviews |
| Not eligible | More than one reason applies. Hover over the badge to see them |
To send a request for a product that's Ready to request, see Send a review request from an order. On the Orders list, the optional Review eligibility column counts each order's products that can get a request.
Send a review request from an order
You can send a product review request for one product on an order right away, without the flow's waits.
- Navigate to Orders and open the order
- Under Items, click ... next to the product
- Select Send review request
- Optional: Select another flow action in Select a Flow action
- Click Send now. The product shows Request queued, then Request sent once it's delivered.
Only the request step you select runs, once, and Cevoid's checks still apply. The step must be in a live flow on an order trigger, and deliver by email, Klaviyo, or Voyado. Company review requests and webhook deliveries can't be sent from an order.
Troubleshooting
Why didn't a customer get a review request?
Work through these in order:
- The order: Open it in Orders. The badge on each product shows whether a request was sent, and why not.
- The request: Search for the customer's email in Reviews → Requests. A request in Queue hasn't reached its send date yet. In Incomplete, Why says what stopped it.
- The flow: In Settings → Flows, check that a flow with a review request is Live. A flow on Order delivered runs only for Shopify orders whose carrier reports the delivery, never for WooCommerce orders. To see where an order's run ended, open the flow and select the run under Runs: a banner such as Stopped by Product Review Gate names the step and the reason.
- The email: A request with the status Delivered reached the inbox. If the customer can't find it, it may be in their spam folder.