How Review Requests Work in Reorbit

Reorbit decides who to ask, which product to ask about, and mints the review link. Klaviyo 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. The customer’s Klaviyo profile is updated and a Reorbit Sparks - Review Request event is sent	Reorbit
5. That event triggers your Klaviyo flow, which sends the email	You, in Klaviyo
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. Reorbit will keep 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, delivered through Klaviyo, on the recommended automatic timing.

So “Campaigns connected” on your setup checklist means Reorbit’s half is ready. Your half is below.

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Before you start

• A Klaviyo account you can build flows in.
• At least one fulfilled order old enough to qualify — see When your first request sends.

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Step-by-step

1. Connect Klaviyo

Go to Settings → Integrations and connect Klaviyo. (See Connecting Integrations.)

Klaviyo is the only channel Reorbit delivers through today — native email sending is in pilot with founding merchants. Until Klaviyo is connected, Reorbit still picks customers every night; they’re simply never sent anywhere. If Reorbit can’t reach Klaviyo, a warning appears on Settings → Automated messages.

2. Check your timing and product rules

Go to Settings → Automated messages → Review Request and open the variant. 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 Klaviyo — see the warning under Tips.

3. Wait one night, so the metric appears in Klaviyo

Klaviyo only lists a metric once it has received it at least once. So connect first, let one night pass, then build the flow. If Reorbit Sparks - Review Request isn’t in Klaviyo’s metric list yet, nothing has been sent yet — that’s the thing to investigate, not the flow.

4. Build the flow in Klaviyo

In Klaviyo, create a flow with a metric trigger of Reorbit Sparks - Review Request.

Two things to know about this trigger:

• The reminder uses the same metric. Review Request and Review Reminder both arrive as Reorbit Sparks - Review Request. One flow serves both; you can’t currently write a separate reminder email.
• Let it re-trigger. Don’t restrict the flow to once per profile — Reorbit already limits how often a customer hears from you (Most messages per customer, per week). Also check Klaviyo’s smart sending window, which can quietly skip a customer who was emailed recently.

5. Template the email from profile properties

Everything Reorbit sends lands on the customer’s Klaviyo profile, not on the event. The event carries no properties at all — so build the email from person.*, not from event variables.

Profile property	What’s in it
reviewEligibleProducts	The products to ask about, each with its own review links (below)
reviewEligibleProductIds	Their product IDs
reviewEligibleProductTitles	Their titles
reviewEligibleProductVariantIds	Their variant IDs
reviewEligibleProductVariantTitles	Their variant titles
reviewEligibleProductVariantSKUs	Their SKUs
reviewEligibleOrderNumber	The order being asked about

Each entry in reviewEligibleProducts carries title, imageUrl, productUrl, sku, 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:

{% for product in person.reviewEligibleProducts %}
  <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 %}

Preview it in Klaviyo against a profile that has actually received a request — a profile without these properties renders 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 Klaviyo → wait a night → build your flow → 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 Klaviyo delay. Klaviyo reads profile properties when the email is sent. If your flow waits days before sending, a newer request may have overwritten reviewEligibleProducts — and the email asks about the wrong product. Put the wait in the Review Request’s own timing settings and let the flow send straight away.
• 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 Klaviyo’s flow analytics before turning your attention elsewhere.

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Nothing is being sent — what to check

Check	What it means
Klaviyo shows as connected under Settings → Integrations	If not, nothing has anywhere to go
Reorbit Sparks - Review Request exists in Klaviyo’s metric list	If it’s missing, no event has arrived yet — wait a night after connecting
Your flow is live, not in draft	A draft flow receives the event and does nothing
The variant says Klaviyo as its channel	A variant on an older account may show a channel that can’t send; contact support
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 email design and copy live in your Klaviyo flow.

Why can’t I find the metric in Klaviyo?

Klaviyo only shows a metric after receiving it once. Connect Klaviyo, let a night pass, then look again.

Can I send a different email for the reminder?

Not today. Review Request and Review Reminder arrive on the same Klaviyo metric, so one flow handles both.

How long do the review links stay valid?

180 days from the moment they’re created.

Can I use a Klaviyo delay to control when the ask goes out?

It’s not recommended. Profile properties are read at send time, so a long delay risks asking about a product that has since been replaced by a newer request. 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 · Write a Review