Review request emails not sending

Expecting review request emails that never arrive? Run through these checks.

1. Check review requests are enabled

Go to Settings, then under Review requests click Go to settings. Send review requests must be set to Enabled; it is off by default. While it is disabled, no orders get scheduled. After you enable it, new orders are scheduled right away, and a background sync also picks up your recent orders within a few hours.

2. Check the timing hasn't arrived yet

Emails send your chosen number of days after the purchase or fulfillment (14 days by default). Check the Review requests page: if the email shows Scheduled, it's simply not due yet. The Schedule column shows exactly when it will go out. If you don't want to wait, click Send now on that row to send it immediately.

3. Check the order qualifies

An order only schedules a review request when:

• it has a customer email address,
• at least one of its products still exists in your store, and
• if your timing is After Fulfillment, the order was actually fulfilled.

Cancelled orders don't get emails, and orders whose products were all deleted are skipped.

4. Check your monthly limit

Plans include 10 (Free), 5,000 (Standard), or unlimited (Plus) review requests per month. Once the limit is reached, new orders stop scheduling emails until the next month, without a warning. Check the Review requests usage bar on the Home page, and see Plans and pricing.

5. Check for Failed status

On the Review requests page, a Failed badge usually means the customer's email address was invalid, or the email's send date passed more than 7 days ago before it could be delivered (this can happen with older orders picked up by the background sync).

To try a failed request again, click Retry on its row. Retrying sends the email straight away, even when the original date has long passed. If it keeps failing, the email address is almost certainly invalid.

A temporary problem at our email provider can also mark a request Failed. These are now retried automatically before anything is marked failed, but requests that failed this way before 13 August 2026 keep their Failed badge until you click Retry on them.

6. Send yourself a test

On the review requests settings page, click Send a test email and check your inbox (and spam folder). If the test arrives, sending works and the issue is one of the checks above.

Still stuck? Message us from the chat widget and we'll help.