Review requests

A review request asks a customer to review what they bought, or your store, a set time after their order is fulfilled or delivered. Review requests are sent by flows: you decide when they go out, how many reminders follow, and whether Cevoid sends the email or your CRM does.

Navigate to Settings → Flows⁠ to manage your review request flows.

A review request flow has three parts:

Cevoid puts a review gate in front of every request step. It checks the order against the rules in Who gets a review request and drops the products the customer can't review. The request step's panel shows it as Review gate, and you can't remove it.

Only one live flow can hold a Product review request step, so a customer never gets competing requests for one order. Request links open the review form on your store, which needs the Cevoid script: see Add the Cevoid script. Reviews written from a request are Verified buyer. For what the emails say, see Review emails.

The suggested flow Review request after delivery asks for a product review or a company review after each delivered order:

• It starts on Order delivered, and an If / else step checks Profile has reviewed all products
• Customers with products left to review wait 7 days, then get a product review request, with 1 reminder 7 days later
• Customers who have reviewed every product in the order, and haven't reviewed your store, wait 7 days, then get a company review request, with 1 reminder 7 days later
• Both requests use the email templates Cevoid created for your workspace

1. Navigate to Settings → Flows⁠
2. Under Suggested flows, click Review request after delivery
3. Click Add flow. The flow opens in the editor as a draft.
4. Optional: Click a Wait step and change its Duration
5. Click Publish flow. The flow's status changes to Live.

Nothing is sent until you publish, and the suggestion disappears once your workspace holds the flow. A flow's trigger can't be changed, so on WooCommerce, use a flow from scratch on Order fulfilled instead.

Two recipes create a flow with one request and no reminders: Product review after delivery waits 7 days after delivery, then requests a product review, and Company review after fulfillment waits 3 days after fulfillment, then requests a company review.

1. Navigate to Settings → Flows⁠ and click Create flow
2. Select Review request, then select Product review after delivery or Company review after fulfillment. The flow opens in the editor.
3. Click the request step
4. Set Delivery target to Email
5. Select a template in Email template
6. Optional: Click the Wait step and change its Duration
7. Click Publish flow

To use other copy, select Create a new template in Email template: see Create a template. To send the request through your CRM instead, see Send requests through Klaviyo, Voyado, or a webhook.

Start from a blank flow for a trigger the suggested flow and the recipes don't use, such as product review requests on Order fulfilled for a WooCommerce store, or a company review request on Product review submitted.

1. Navigate to Settings → Flows⁠ and click Create flow
2. Select Blank flow, then select the trigger, such as Order fulfilled. The flow opens in the editor.
3. In Add steps, click Wait. Cevoid adds it after the trigger.
4. In Add steps, click Action. Cevoid adds it after the Wait.
5. Click the Wait step and set its Duration
6. Click the Action step and set Action type to Product review request or Company review request
7. Select a template in Email template. If the step shows Event name instead, set Delivery target to Email first.
8. Click Publish flow

To write a template for this request, see Create a template.

Reminders are follow-up emails to customers who haven't reviewed yet. They're for requests that Cevoid sends by email: with Klaviyo or Voyado, set up reminders in your CRM.

1. Navigate to Settings → Flows⁠ and open the flow
2. Click Edit flow
3. Click the Product review request or Company review request step
4. Enable Reminder. It starts with 1 reminder, 7 days after the request.
5. Set Number of reminders to 1, 2, or 3
6. Set Send after to the time between emails: 1 to 365 minutes, hours, or days. With 2 or 3 reminders, it's Send every.
7. Optional: Select another template in Reminder template
8. Click Publish changes

Reminders follow these rules:

• Each reminder goes out the set time after the previous email was sent
• Reminders stop once the customer submits a review from the request, even if other products in the order are unreviewed
• A review written another way, such as from a widget, doesn't stop them, but a reminder leaves out products reviewed by then, and isn't sent if none are left
• New settings apply to orders that enter the flow after you publish

The Wait step decides how long after the trigger a request goes out. Set its Duration in minutes, hours, days, weeks, or months. A week is 7 days, and a month is a calendar month. Scheduled requests show under Queue in Reviews → Requests⁠. To send one product's request right away, from its order, see Send a review request from an order.

To time requests differently per market, add an If / else step on Market before the Wait, and give each branch its own Wait and request step. Requests can't be timed to a weekday or a time of day.

A company review request asks the customer to review your store rather than a product. Cevoid never sends one to a customer who has already left a company review, and a customer has at most one open company review request at a time.

The product review form can also ask for a store review once every product in the order is reviewed: see Review forms. One flow can hold both a product and a company review request, on separate branches of an If / else step.

A product review request covers the whole order: one email lists every product the customer can still review, each with its own stars, and the customer reviews them one at a time. See Several products from one order.

Cevoid checks every order when the flow reaches the request step, again when the request is scheduled, and once more right before it's sent. Products that fail a check are dropped from the request. If none are left, nothing is sent. You can't switch these checks off, but you can narrow who gets a request with Filter and If / else steps, and with the review blocklist. To stop one request that's already scheduled, skip it in Request tracking.

A request stays open until it expires, 90 days after its first email, or is canceled. A repeat customer is asked again on a new order once the earlier request has closed. When a customer deletes their review, their next order can get a new request for that product, or for your store.

Cevoid gets marketing email consent from Shopify, and from your loyalty program when a member agrees to marketing email.

Requests can't depend on a review's rating or sentiment: a Filter or If / else step on a rating can't lead to a request step. For every reason, see Reasons for skipped and failed requests.

A request step can send an event to Klaviyo or Voyado instead of a Cevoid email, so your CRM sends the request with its own template. A webhook sends the event to your own endpoint. Klaviyo and Voyado show as targets once they're connected: see Klaviyo and Voyado.

1. Navigate to Settings → Flows⁠ and open the flow
2. Click Edit flow
3. Click the Product review request or Company review request step
4. Set Delivery target to Klaviyo, Voyado, or Webhook
5. Optional: Enter another Event name for Klaviyo or Voyado. Klaviyo's default comes from the trigger, such as Cevoid: Order Delivered, and Voyado's is cevoid_flow_event.
6. Click Publish changes

For a webhook, select a destination in Webhook destination instead of an event name, or select Create destination to add one: see Create a webhook destination.

• What the event carries: A review link for the order and, for each product, its own review link and a link per star rating. Click Preview payload on the step to see it.
• Consent and reminders: Cevoid doesn't check marketing consent or refunds for these deliveries, and has no reminders for them. Your CRM decides.
• Rules that still apply: The order limit, the 90-day request window, and the other checks in Who gets a review request
• Tracking: Klaviyo and Voyado deliveries show in Requests and in Outbox. Webhook deliveries show only in Outbox.

A test run sends a review request flow's emails to your own address instead of the customer's, so you can check a request before customers get it. Run it on one of your orders, or, while your workspace has no orders yet, on sample data with Mock order. For the steps, and how to skip a Wait in a test run, see Test a flow.

Enroll historical orders runs a live flow once over orders from a date you choose, so customers who ordered before the flow went live get a request too. For the steps, see Enroll past orders.

• Customers who have already reviewed are skipped, including through reviews you imported. Import your existing reviews first: see Import and export reviews.

When a flow isn't ready, the editor names the problem. Three messages are about review requests: Product review request is already active in another flow, Review invitations cannot be gated using sentiment or rating, and Product and company review requests must be placed on separate branches. For what to do about each message, see Why can't I publish my flow?.

Open the order in Orders to see each product's review status: see Review status on an order's items.