Why aren't review invitation emails being sent?

Review invitations are sent automatically some time after the order, but only if the order meets a few conditions. The most common case is to see an order marked as pending validation, or to notice that the email has not gone out even though the order is placed. Here is when invitations are sent and when they are not.

How sending works (PrestaShop / WooCommerce / WordPress). In the Revi module settings inside your CMS you choose one or more order statuses as triggers (by default enviado (shipped) and entregado (delivered)). When an order moves into one of those statuses, the module reports it to Revi and the order becomes valid. After 7 days by default from the moment it became valid, the invitation is sent to the customer.

How sending works (Shopify). On Shopify you do not pick a status: when an order is marked as completado (completed) on Shopify, it is treated as valid. From that point, after the default 7 days, the email is sent.

Check this when an order is not being sent:

1. Go to https://ugc.revi.io/orders and look at the order's status in Revi: valid, pending, out of range, etc.
2. If it shows pending: confirm that the trigger statuses configured in the CMS module match exactly the ones you actually use in your store. It is common to have enviado configured in Revi while the CMS marks orders as processing or with a custom status.
3. If it shows out of range: the order has spent more days in valid status than your maximum range allows (30 days by default). You can extend the range at https://ugc.revi.io/emails/config.
4. If it is valid and the waiting period has not yet passed, simply wait: 7 days by default from the moment it became valid.
5. If the order was cancelled in the store before the email was sent, it will never be sent.

Example (PrestaShop / WooCommerce):

• Day 1: order placed.
• Day 5: order marked as enviado (shipped) in the store. It becomes valid in Revi.
• Day 12: the email is sent.
• If you cancel the order on day 11, the email will not go out.
• If you cancel the order on day 13 (after sending), the email is already gone and cannot be undone.

Example (Shopify):

• Day 1: order placed.
• Day 2: order completed on Shopify.
• Day 9: the email is sent.

Where to adjust timings and ranges. At https://ugc.revi.io/emails/config you can change (depending on your plan):

• waiting days after the valid status (default: 7);
• maximum range from the order date (default: 30 days).

If after checking everything above orders are still not being sent, open a ticket. The usual next step is to review the module connection, the configured statuses, how they match the ones used in the store and, in some cases, look at backoffice and FTP access.