Review Requests & Email Delivery Guide

Automate post-purchase review collection emails, track 30-day performance metrics, manage delivery queues, and generate direct review links for customer support outreach.

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Overview: Review Request Pipeline

Access your review delivery pipeline at Cartwheel Admin → Reviews & UGC → Emails & Testing (/app/reviews/emails or /app/reviews).

Cartwheel tracks fulfillment and delivery events on your Shopify orders. When an order is marked as delivered (or reaches its fulfillment fallback threshold), Cartwheel automatically queues a personalized review request email tailored to the items purchased.

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1. Performance Overview Metrics

The top metrics panel provides a live pulse of your post-purchase review collection performance:

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2. Review Request Email Template Customization

Cartwheel automatically creates a default responsive MJML review request email template for your store.

To customize the email design and messaging:

1. In Cartwheel Admin → Reviews & UGC → Emails & Testing, locate the Review request email card.
2. Click Edit email template (or navigate directly to Email Template Builder).
3. In the template builder, adjust header typography, star rating icons, call-to-action button styling, and layout colors.

Supported Handlebars Merge Tags

The review request template supports dynamic merge variables that automatically populate customer and order details:

• {{#each review.items}}: Iterates through each purchased line item in the customer's order.
  • {{productTitle}}: The name of the purchased product.
  • {{productImageUrl}}: High-resolution product thumbnail.
• {{review.incentiveLabel}}: Dynamically renders incentive bonus text configured in Review Settings (e.g., "Earn 100 loyalty points for adding a photo" or "Save 15% on your next order").
• {{customer.firstName}}: The customer's first name from their Shopify checkout record.
• {{review.reviewUrl}}: A secure, pre-authenticated tokenized link directing the customer straight to the review submission portal.

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3. Review Requests Management Table

The Review Requests table allows your support and merchandising teams to search, monitor, and troubleshoot customer review deliveries.

Searching & Filtering Records

Use the search bar and filter controls at the top of the table:

1. Search: Search by customer name, customer email address, or purchased product title.
2. Status Filter:
   • All: View all records across every state.
   • Scheduled: Orders that have been fulfilled and are waiting for their post-delivery delay window.
   • Sent: Review request emails that have successfully dispatched via your email provider.
   • Opened: Emails opened by the recipient (tracked via pixel).
   • Reviewed: Customers who have submitted star ratings and text reviews.
   • Incentive Claimed: Customers who uploaded verified media and received their discount code or loyalty points.
   • Failed: Delivery attempts that bounced or encountered SMTP errors.
   • Cancelled: Requests cancelled due to refunded orders or customer unsubscribe.
3. Date Range: Filter requests by sent date using the Sent from and Sent to calendar pickers.
4. Pagination & Page Size: Toggle display density (10, 25, 50, or 100 records per page).

Copying Direct Review Submission Links

If a customer contacts customer support asking to leave a review or if an email was misplaced:

1. Locate the customer's record in the Review Requests table.
2. In the right-hand action column of the customer card, click Copy link.
3. The secure, single-use review URL (/review/[token]) is copied to your clipboard.
4. Send the link directly to the customer in Shopify Inbox, Zendesk, Gorgias, or email.

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Related Guides

• Storefront Setup & Overview — embedding review blocks and order status widgets on your theme
• UGC Gallery & Moderation — moderating photo submissions and tagged social posts
• Review Settings & Social Sync — setting delivery delay windows and review incentives
• Email Template Builder Guide — customizing email templates and MJML styling
• Provider Setup & Diagnostics — configuring custom domains and SMTP gateways