Every automation decides three things: how long to wait after an order, which products in that order to ask about, and whether to contact the customer at all. This article covers all three, including how to stop repeat buyers from getting a second request for a product they already reviewed. The settings live in one place and apply to every platform.
At a glance
| Available on | All plans. Custom product timing requires Pro or Pro + AI. |
| Platforms | Shopify, WooCommerce, BigCommerce, Wix, Squarespace, Ecwid, PrestaShop, Shift4Shop, OpenCart, custom sites |
| Where to find it | Collect Reviews > Automate > Configure > Collect reviews via Email & SMS |
| Delay range | 1 to 90 days for a standard request, up to 365 days for a custom product timing schedule |
| Applies to | Automated requests. Manual campaigns have their own settings. |
When the first review request goes out
A request is scheduled the moment your store reports the order as complete. The exact status differs by platform:
| Platform | Status that triggers the request |
|---|---|
| Shopify | Order fulfilled |
| WooCommerce | Order marked Completed |
| BigCommerce | Completed or Shipped, whichever you select in Order status |
| Wix | Order fulfilled |
| Squarespace | Order marked Fulfilled |
| PrestaShop, OpenCart | The order status you choose in the module settings |
| Zapier, webhook, custom sites | When your trigger fires |
To set the wait, open your automation and use Send the review request after. Pick 1, 3, 7, 14, 30, 60 or 90 days, or choose Custom… and type any number between 1 and 90.
Choose the delay based on how long delivery takes plus a few days of use. Most stores land between 7 and 14 days. Asking too early is the most common reason for low response rates, because the customer has not received the product yet.
Different timing for domestic and international orders
If you ship abroad, one delay rarely fits both. Expand Advanced request settings and tick either or both of these:
- Domestic orders, then pick your home market under Choose domestic country and set its delay.
- International orders, then set a separate, usually longer delay.
We compare the customer’s country on the order against your domestic country and apply the matching delay.
Important: if you tick Domestic orders and leave International orders unticked, customers outside your domestic country receive no review request at all. Those orders are recorded as skipped rather than sent. If you want both groups contacted, tick both boxes.
Set a different delay for specific products
Some products need longer before a customer can judge them. A supplement taken daily for a month, a mattress, a course. Custom timing schedules let those products wait while the rest of your catalogue keeps the standard delay.
- In Advanced request settings, find Custom product timing and click Create custom timing.
- Name the schedule, tick Enable this custom timing, and set Send the review request after to anything from 1 to 365 days.
- Click Add products and select the products this schedule applies to.
- Save.
A custom schedule overrides every other timing setting for the products in it, including your domestic and international delays. A product can belong to only one schedule. If an order contains a product with a custom schedule, that schedule sets the timing for the request.
Custom product timing is available on Pro and Pro + AI.
Choose how many products per order get a request
By default a customer who buys five items is asked about all five. For larger baskets that can feel like a lot, so you can cap it.
In Advanced request settings, under Review collection rules, choose one:
- Collect reviews for all products in each order
- Collect reviews for this number of products per order, then enter a number and pick how we choose them:
- Most expensive, best for high-value items where reviews matter most
- Least expensive
- Random
- Fewest reviews, which sends requests to products that need reviews most
Changing this affects orders that have not been scheduled yet. Requests already sitting in the queue keep the products they were created with.
Skip customers who have already left a review
By default, a customer who buys the same product again receives another review request. Many stores want this, since a repeat buyer has more to say after longer use, and a second review adds recency to the product page.
To stop it, open Advanced request settings and tick Skip already reviewed customers. Then choose one option:
| Option | What happens |
|---|---|
| Skip if they reviewed any product | Once that email address has left any review for your store, they are never sent another review request, whatever they buy next. |
| Skip only for already-reviewed products | They keep receiving requests for products they have not reviewed yet, and are skipped only for the specific products they have already reviewed. |
Matching is by email address, so a customer who orders under a different email is treated as a new reviewer.
What a repeat buyer receives with product-level skipping
With Skip only for already-reviewed products selected, we check each item in the new order separately:
- If they have reviewed every item in the order, no email is sent.
- If they have reviewed some items, they get one email covering only the items they have not reviewed yet.
- Items they have already reviewed are never included, so nobody is asked twice for the same product.
Skipped orders are not lost. They are recorded rather than sent, and you can see them in your Outbox so you know who was left out.
Reminder and media follow-up timing
Each automation can send two more messages after the first request:
- Reminder, for customers who have not responded. Set the wait with Send follow-up reminder after.
- Media follow up, which asks a customer who already left a review to add a photo or video. Set Send media follow-up after and a Minimum star rating, so only happier reviewers are asked.
Both delays are counted from when that message is scheduled, not from the order date. A 7-day request with a 7-day reminder means the reminder lands roughly 14 days after the order.
When a customer submits a review using the link in their request email, the pending reminder for that order is cancelled automatically. Nobody who has just reviewed gets nagged.
Settings reference
| Setting | What it does | Default |
|---|---|---|
| Send the review request after | Days between the order completing and the first request | Set when the automation is created |
| Domestic orders | Applies a separate delay to orders from your home country | Off |
| Choose domestic country | The country treated as domestic | Not set |
| International orders | Applies a separate delay to orders from everywhere else | Off |
| Custom product timing | Per-product delay that overrides all other timing, 1 to 365 days | None. Pro and above |
| Collect reviews for all products in each order | Requests a review for every item bought | On |
| Collect reviews for this number of products per order | Caps how many items are included, using your chosen rule | Off |
| Skip already reviewed customers | Stops repeat requests to customers who have reviewed before | Off |
| Send follow-up reminder after | Days before the reminder to non-responders | Set per automation |
| Send media follow-up after | Days before asking an existing reviewer for a photo or video | Set per automation |
| Minimum star rating | Lowest rating that receives a media follow-up | Set per automation |
How the schedule is calculated
Requests are scheduled in whole days, then spread out by a random 1 to 60 minutes so that a batch of orders does not send at the same second. A request set to 7 days arrives about 7 days later, give or take an hour.
Delays are counted from the moment your store reports the order complete, in UTC. There is currently no way to hold sends to a time of day or to the customer’s local business hours.
Limits
- Delays are set in whole days. Hours are not supported.
- There is no send-time window or timezone control. A request scheduled for 7 days can arrive at any hour.
- A product can belong to only one custom timing schedule.
- Skip rules match on email address, not on customer account.
- Changing timing does not reschedule requests already in the queue.
Frequently asked questions
If a customer reviews a product and then buys it again, do they get another review request?
By default, yes. Repeat buyers receive a new request, because a second review after longer use adds fresh feedback to the product page. To stop it, turn on Skip already reviewed customers in Advanced request settings. Choose Skip only for already-reviewed products to keep asking about everything else they buy, or Skip if they reviewed any product to stop contacting them entirely once they have reviewed once.
If a repeat order mixes a reviewed product with a new one, what happens?
With Skip only for already-reviewed products, they get a single email asking about the new product only. The product they already reviewed is left out.
Will a customer who just left a review still get the reminder email?
No. Submitting a review through the link in the request email cancels the pending reminder for that order.
Can I ask for reviews at different times for different products?
Yes. Create a custom timing schedule, set its delay anywhere from 1 to 365 days, and add the products it applies to. It overrides all other timing for those products. Available on Pro and Pro + AI.
Can I send review requests at a specific time of day?
Not currently. Delays are set in days and each send is spread by a random 1 to 60 minutes.
Why did international customers stop receiving requests?
Check whether Domestic orders is ticked while International orders is not. In that combination only customers in your domestic country are contacted. Tick both to reach everyone.
Does this apply to manual campaigns too?
No. These settings control automated requests. A manual campaign sends immediately to the list you upload or the date range you pick, and has its own Exclude already reviewed items option. For the step by step on every platform, see Send review requests to past customers.
Related
- Set up automated review requests (Shopify)
- Use advanced filters to choose who gets a request
- Check the Outbox to see what sent, queued or was skipped
- Personalise the review request email
Last updated: 20 August 2026