How Shopify Review Request Emails Work in Reorbit

Reorbit decides who to ask, which product to ask about, and mints the signed review link. Your Klaviyo flow or Omnisend automation sends the email — and that email is yours to build.

The path an order takes

Step	Who does it
1. An order is fulfilled	Shopify
2. Each night, Reorbit picks customers whose orders are old enough to ask about	Reorbit
3. Reorbit works out which product to ask about and mints a signed review link for it	Reorbit
4. Reorbit sends a Reorbit Sparks - Review Request event to the provider the message is set to	Reorbit
5. That event triggers your Klaviyo flow or Omnisend automation, which sends the email	You
6. The customer clicks the link and leaves a review	Your customer
7. The review arrives in Reviews for moderation	Reorbit

Steps 1–4 and 6–7 are automatic. Step 5 is the one you build, and until it exists nothing reaches anybody — the event arrives and triggers nothing. Reorbit keeps selecting customers every night regardless.

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What Reorbit already set up

When you installed Reorbit, setup created your review messages for you. You do not need to create them:

• Review Request and Review Reminder, each with one active variant.
• That variant is set to all products, on the recommended automatic timing, and delivered through Klaviyo.

So “Campaigns connected” on your setup checklist means Reorbit’s half is ready. Your half is below — starting with the provider, if Klaviyo is not it.

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Before you start

• A Klaviyo account you can build flows in, or an Omnisend account with an API key (see Connecting Omnisend).
• At least one fulfilled order old enough to qualify — see When your first request sends.

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Step-by-step

1. Connect the provider you will send through

Go to Settings → Integrations. Klaviyo connects in one click; Omnisend takes an API key. (See Connect Klaviyo or Omnisend.)

Until a provider is connected, Reorbit still picks customers every night; they are simply never sent anywhere. If Reorbit can’t reach your provider, a warning appears on Settings → Automated messages.

2. Point the message at that provider

Settings → Automated messages → Review Request → How this message is sent. Pick your provider and save. Skip this if you are staying on Klaviyo, which is where the message already is.

⏰ A change takes effect on the next nightly run. Requests already prepared go out the way they were prepared. Changing the provider does not switch a message on: a message that is off stays off.

3. Check your timing and product rules

Open the variant on the same screen. Choose When to ask — the recommended setting learns the moment per product, and you can add a minimum if your customers need a few days with the item first. Use Product Rules to keep the ask off anything you don’t want reviewed yet. (Every setting is explained in Get started with retention triggers.)

Do your timing here rather than as a delay in your flow — see Tips.

4. Wait one night, so the event appears in your provider

Klaviyo and Omnisend both only offer an event they have already received. Klaviyo won’t list Reorbit Sparks - Review Request among its metrics, and Omnisend won’t offer it as a custom-event trigger, until Reorbit has sent one. So connect first, let one night pass, then build.

If the event still isn’t there after a night, nothing has been sent yet — that’s the thing to investigate, not the flow.

5. Build the flow or automation

• In Klaviyo — create a flow with a metric trigger of Reorbit Sparks - Review Request.
• In Omnisend — Automations → Create automation → Custom event, and pick Reorbit Sparks - Review Request.

Two things to know about this trigger, on either provider:

• The reminder is its own event. Review Reminder arrives as Reorbit Sparks - Review Reminder, with the same properties as the request. Build a second flow or automation on it so the follow-up can be worded as a follow-up. (See Review Reminder.)
• Let it re-trigger. Don’t restrict the flow to once per profile or contact — Reorbit already limits how often a customer hears from you (Most messages per customer, per week). On Klaviyo, also check the smart sending window, which can quietly skip a customer who was emailed recently.

6. Template the email from the event’s properties

Everything the email needs travels on the event — the products, the order, and the review links. Build the message from the event’s properties, not from the customer’s profile.

⛔ If you have an older Klaviyo template built on person.reviewEligibleProducts and its sister profile fields, it is reading properties Reorbit no longer writes. Rebuild that block from event.products, below. Profile properties were last-write-wins per person, so two requests for the same shopper could overwrite each other’s links; event properties belong to the occurrence that triggered the flow and cannot.

Event property	What’s in it
products	The products to ask about, each with its own review links (below)
productCount	How many products are in that list
orderId, orderNumber	The order being asked about — the oldest one, when a reminder groups several
orderCount	How many orders this ask covers. More than one means “your order #1042” is the wrong heading
customerId	The customer in Shopify
sparkType	reviews_reviewRequest on the request, reviews_reviewReminder on the reminder
occurredAt	When Reorbit chose this moment

Each entry in products carries title, imageUrl, productUrl, sku, variantTitle, and its own orderId / orderNumber, plus the two that matter most:

• reviewUrl — a signed link that opens the review form for that product.
• ratingUrls — the same link pre-filled per star. Putting five clickable stars in the email is the single biggest lift to how many reviews you get.

Those links are signed and tied to that customer and order — which is how the review comes back verified — and they stay valid for 180 days.

Example template block, in Klaviyo:

{% for product in event.products %}
  <img src="{{ product.imageUrl }}" alt="{{ product.title }}" width="120" />
  <h3>{{ product.title }}</h3>

  <p>How did it work out?</p>
  <a href="{{ product.ratingUrls|lookup:'1' }}">★</a>
  <a href="{{ product.ratingUrls|lookup:'2' }}">★★</a>
  <a href="{{ product.ratingUrls|lookup:'3' }}">★★★</a>
  <a href="{{ product.ratingUrls|lookup:'4' }}">★★★★</a>
  <a href="{{ product.ratingUrls|lookup:'5' }}">★★★★★</a>

  <p><a href="{{ product.reviewUrl }}">Write a review</a></p>
{% endfor %}

In Omnisend, the same properties appear in the automation builder once the event has been received — Reorbit registers them with the right types, so a number behaves like a number in a filter.

Preview against a real event rather than an empty one: a preview with no event behind it renders the loop blank, which is a preview problem rather than a broken email.

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When your first request sends

Nothing sends the moment you install, and that’s expected:

• Reorbit chooses who to ask once a night, not continuously.
• A customer only qualifies once their order has reached them and any minimum you set has passed. That’s the earliest Reorbit will ask, not an exact schedule — it may wait longer if the customer looks more likely to review later.
• A store with no recent fulfilments has nobody to ask yet. New orders will flow in on their own.

So a realistic first week is: connect your provider → point the message at it → wait a night → build your flow or automation → the first emails go out as orders come out the far side of your fulfilment window.

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Tips and best practices

• Keep timing in Reorbit, not in a flow delay. Reorbit already picks the moment, per product, and applies your frequency limits to it. A delay in the flow only pushes the ask further from the moment we chose — and on Klaviyo it widens the window in which smart sending can drop the send altogether.
• Use the star links. One-click rating beats “click here to review” by a wide margin.
• Ask about one thing. Product Prioritization already picks the strongest candidate; a wall of products dilutes the ask.
• Watch the first few sends in your provider’s analytics before turning your attention elsewhere.

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Nothing is being sent — what to check

Check	What it means
The message’s How this message is sent names a provider you have connected	A message pointed at a provider you haven’t connected reaches nobody. Reorbit warns about this on the message
Your provider shows as connected under Settings → Integrations	If not, nothing has anywhere to go
Reorbit Sparks - Review Request exists in Klaviyo’s metrics or Omnisend’s custom events	If it’s missing, no event has arrived yet — wait a night after connecting
Your flow or automation is live, not in draft	A draft receives the event and does nothing
You changed the provider today	It takes effect on the next nightly run
Orders have reached customers and cleared any minimum you set	Nobody qualifies yet
The customer hasn’t hit Most messages per customer, per week	Customers at the limit are skipped until they fall back under it
Klaviyo smart sending isn’t suppressing the send	Klaviyo skips profiles emailed very recently

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FAQ

Do I have to build the email myself?

Yes. Reorbit decides who to ask and supplies the products and review links; the design and copy live in your Klaviyo flow or Omnisend automation.

Can I use Klaviyo and Omnisend at the same time?

Yes. Connect both and choose per message which one sends. A single message always goes through a single channel, so the review request sends through one of them, not both.

Why can’t I find the event in Klaviyo or Omnisend?

Neither provider offers an event it has not received at least once. Connect, let a night pass, then look again. If it still isn’t there, nothing has been sent — check the message’s provider and that it is switched on.

Can I send a different email for the reminder?

Yes. The reminder arrives as its own event, Reorbit Sparks - Review Reminder, so it gets its own flow or automation. It carries the same products and star links as the request.

My template stopped showing products. What changed?

Reorbit used to write the products and links onto the customer’s profile as reviewEligibleProducts and friends. Everything now travels on the event instead, so a template built on those profile fields renders empty. Rebuild it from event.products — see Template the email from the event’s properties.

How long do the review links stay valid?

180 days from the moment they’re created.

Can I use a delay in my flow to control when the ask goes out?

You can, but it is not the right place for it. Reorbit already chooses the moment per product and enforces your frequency limits at that moment; a delay on top only sends later than intended. Use the Review Request’s own timing settings instead.

Where do the reviews go once someone leaves one?

Into Reviews, where you publish, feature, or reply to them. (See Moderating Reviews.)

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Next steps

• Next: Moderating Reviews — what happens once the reviews arrive.
• Related: What are retention triggers? · Connecting Integrations · Connecting Omnisend · Write a Review