# 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.

Breadcrumb: Reviews › Request tracking · Updated: 2026-10-17
Docs index: https://docs.cevoid.com/llms.txt

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](https://docs.cevoid.com/flows/outbox.md) list narrowed to review requests.

Navigate to [Reviews → Requests](https://app.cevoid.com/reviews/requests) to follow your review requests.

## How request tracking works

[Reviews → Requests](https://app.cevoid.com/reviews/requests) has the same tabs, columns, search, and **Flows** button as Outbox: see [How Outbox works](https://docs.cevoid.com/flows/outbox.md#how-outbox-works). A request's _Status_ shows the furthest step it reached: see [Delivery statuses](https://docs.cevoid.com/flows/outbox.md#delivery-statuses). Click a request's row to open its _Delivery details_, the same as in Outbox: see [Open a delivery's details](https://docs.cevoid.com/flows/outbox.md#open-a-deliverys-details). Its _Flow_ row opens the flow run that sent the request: see [Open a run](https://docs.cevoid.com/flows/flow-runs.md#open-a-run). Unlike Outbox, Requests also shows **Always skip** in a scheduled request's details: see [Skip a request](https://docs.cevoid.com/reviews/collect/request-tracking#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](https://docs.cevoid.com/flows/outbox.md)

## 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](https://docs.cevoid.com/flows/outbox.md#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](https://docs.cevoid.com/reviews/setup/order-limit.md#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](https://docs.cevoid.com/reviews/manage/review-blocklist.md#add-a-product-collection-category-or-brand) 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](https://docs.cevoid.com/reviews/collect/review-requests.md#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](https://docs.cevoid.com/reviews/setup/order-limit.md) |
| _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](https://docs.cevoid.com/reviews/setup/order-limit.md#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](https://docs.cevoid.com/reviews/manage/review-blocklist.md) |
| _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](https://docs.cevoid.com/flows/outbox.md#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](https://app.cevoid.com/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](https://docs.cevoid.com/reviews/manage/review-blocklist.md) |
| _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](https://docs.cevoid.com/reviews/collect/request-tracking#send-a-review-request-from-an-order). On the [Orders](https://docs.cevoid.com/orders-products/orders.md#the-orders-list) 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.

1. Navigate to [Orders](https://app.cevoid.com/orders) and open the order
2. Under _Items_, click **...** next to the product
3. Select **Send review request**
4. Optional: Select another flow action in _Select a Flow action_
5. 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](https://app.cevoid.com/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](https://app.cevoid.com/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](https://app.cevoid.com/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.

## Related articles

- [Review requests](https://docs.cevoid.com/reviews/collect/review-requests.md)
- [Outbox](https://docs.cevoid.com/flows/outbox.md)
- [Monthly order limit](https://docs.cevoid.com/reviews/setup/order-limit.md)
- [Review blocklist](https://docs.cevoid.com/reviews/manage/review-blocklist.md)
- [Review emails](https://docs.cevoid.com/reviews/collect/review-emails.md)

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Canonical: https://docs.cevoid.com/reviews/collect/request-tracking