Review emails not sending
Last updated
Open Emails, pick the store and look at two tabs first. Overview lists the latest orders as waiting or sent, and Log shows the last 100 emails with their status and details for 30 days. Then find your symptom below.
No orders arrive at all
The Review emails tab says “Your store isn't connected yet, so no orders arrive and no review emails go out.” Connect the store under Settings → Sites; see Connect your store to Formgong. An order sent to the API while the emails are off gets {"status":"off"} back.
Orders arrive but nothing is sent
Check that Send review emails is on in the Review emails tab. Then check the timing: the email goes out a set number of days after the order is completed (7 by default) at the send hour in your store's time zone (10:00 by default). Until then the order waits; Overview shows it under waiting.
Buyers in Germany get no email
With Don't email buyers in Germany without consent on, an order billed to Germany without a recorded yes gets no email. Overview counts these orders. New stores start with the switch on. See Review emails after an order for why.
Some emails go out a day late
Review emails share a daily limit with your form auto-replies: on Free, 20 a day per site and 50 per account; on Formgong Pro, 1,000 per site and 2,000 per account. An email over the limit waits a day, for up to 3 days.
One buyer never gets the email
Look the address up on the Unsubscribes & bounces tab. Addresses there, from hard bounces, spam complaints and people who unsubscribed, get no review email. You can remove a hard bounce from the list. A reminder is also skipped when the buyer has already reviewed every product.
Emails fail with Klaviyo, SendGrid, Mailgun, Postmark or Brevo
When your own provider fails, Formgong retries every 2 hours for up to 3 days and never falls back to sending through Formgong. The Log tab shows the provider's answer. Check the key and the sender on the Sending tab, and send a test from there.
Old orders were not emailed
An order whose completed_at is more than 30 days old is treated as 30 days old. A CSV upload refuses orders older than 90 days, because a review request months later reads as spam.
Questions: support@formgong.com.