How to adjust review request timing
You will learn
Learn how to customize when you send review requests to recent customers. Shopify stores can base timing on delivery or fulfillment dates. WooCommerce stores can adjust the delay after fulfillment, but cannot use delivery-based timing.
These settings control when the Ready to review event triggers your review request flow. To send review requests automatically, make sure you have a live review request flow.
About delivery-based review request timing (Shopify only)
Waiting a set number of days after fulfillment does not account for shipping delays, so customers may receive a review request before they have tried your product. Klaviyo Reviews for Shopify lets you base review request timing on delivery using shipment tracking information. If no delivery date is available, it uses a separate delay based on the fulfillment date.
You can customize separate delays for Shopify online orders and point of sale (POS) orders. Check the delays saved in your settings, since your choices during setup affect them. POS timing is based on the fulfillment date.
How to adjust review request timing
Changing the time delay applies to new order fulfillments recorded after the setting is changed. For example, if you decrease the timing from 14 days to 7 days, recent orders will still use the 14 day delay. Orders delivered or fulfilled after the setting change will use the new 7 day delay.
To adjust when your review requests are sent:
- In the Klaviyo left-side navigation, click Website > Reviews.
- In the top-right corner, click Reviews settings.
- Click Requests and replies (or Review requests, depending on your account).
- Adjust the settings under Flow settings for review requests for your order type:
- For Shopify online orders based on delivery, select When order is delivered. Set Time delay after delivery date and Time delay after fulfillment date. The fulfillment delay is used if no delivery date is available. It must be longer than the delivery delay, and neither delay can exceed 60 days.
- For Shopify online orders based on fulfillment, select When order is fulfilled and set Time delay after fulfillment date to 60 days or less.
- For Shopify POS orders, set Time delay after point of sale fulfillment date under Shopify point of sale orders.
- For WooCommerce orders, set Time delay after fulfillment date.
- Click Save changes.
Additional resources
- Best practices for collecting customer reviews
Learn some recommended best practices for enabling transparency, fairness, and compliance with certain regulations that govern collecting and managing reviews.
- How to request reviews from your customers with Klaviyo Reviews flows
Learn how to configure key flows in Klaviyo to start acquiring customer reviews.