The Review Request Message

Asks a customer to review something they bought, once the order has been with them long enough for them to have used it.

Where: Settings → Automated messages → Review Request

---

What it does

Each night Reorbit works out which customers have an order old enough to ask about, picks the product to ask about, mints a signed review link, and hands it to Klaviyo. The email itself is a flow you build. (See How Review Requests Work.)

You don’t need to create this message — Reorbit seeds it when your store is set up, with one active variant covering all products, on Klaviyo, with working defaults.

---

When to ask — the setting that matters most

Timing is two decisions, not one. First you choose the relationship between your number and the send; then the number means whatever that relationship says it means. Choosing a number without choosing the relationship is what makes review timing confusing.

Option	What happens	The number field
Automatically, from what your customers do (Recommended)	Reorbit picks the moment per product, from how long your customers actually take to review that kind of thing.	Hidden — there isn’t one
Automatically, but never sooner than my minimum	Same learned timing, with a floor you set. Reorbit may wait longer, never less.	Never ask before (days)
Always exactly my number	Asks exactly that many days after the order arrives, for every product. No learning.	Days after delivery

The days are counted from when the order reaches your customer, not from when you marked it fulfilled. So the number is about how long they’ve had the product, not how quickly you shipped it.

Switching to Automatically hides the number field rather than greying it out, because on that setting it genuinely doesn’t apply. Your number is kept — switch back to either of the other modes and it returns as you left it.

---

The rest of the fields

Field	What it does
Variant Name	Your own name for this set of settings.
Channel	Klaviyo. It’s the only channel Reorbit delivers through today — the connection lives under Settings → Integrations.
Product Prioritization	When a customer bought several things, this decides which one you ask about: Most likely to be reviewed (recommended), or Products with low review volume.
Product Rules → Apply to	All products, Only specific products, or All products except… — then pick the included or excluded products.

Product Prioritization, in practice. Most likely to be reviewed gets you more reviews. Products with low review volume gets you reviews where you have none, at a lower response rate. Use the second only when you have a specific product that needs its first few.

---

Worked example: a store that ships in 3–5 days

Field	Value
When to ask	Automatically, but never sooner than my minimum
Never ask before (days)	5
Product Prioritization	Most likely to be reviewed
Product Rules	All products except… → exclude gift cards and pre-orders

Why a floor rather than a pinned number. The learned timing is better than a guess for most products, but it can’t know that your customers need a few days with the item before they have an opinion. A floor keeps the intelligence and adds the one thing you know that it doesn’t.

Why exclude gift cards and pre-orders. Neither is a product anyone can review — a gift card has no experience to describe, and a pre-order hasn’t arrived.

---

Tips

• Start on Automatic. It’s the recommended option for a reason, and you can add a floor later if the asks feel early.
• Use a floor, not a pinned number, unless you have a specific reason to override the learned timing everywhere.
• Exclude what can’t be reviewed. Gift cards, pre-orders, and anything shipped separately.
• Set timing here, not as a delay in Klaviyo. A Klaviyo delay risks the email asking about a product that has since been replaced by a newer request.

---

FAQ

Is the number when the email sends?

Only on Always exactly my number. On never sooner than my minimum it’s the earliest Reorbit will ask, and it may wait longer. On Automatically there’s no number at all.

Counted from fulfilment or delivery?

From when the order reaches your customer. It’s about how long they’ve had the product.

Can I have more than one variant?

Your account may already have more than one, but there’s no way to add one from this screen. Reorbit runs the highest-weighted variant that can send, and that’s the one shown.

Why does it say a variant “can’t send”?

Older accounts can carry a variant on a channel that no longer exists. Reorbit delivers through Klaviyo only today, so those have never sent anything and never will. Contact support to have them cleared away.

---

Next steps

• Next: Review Reminder — the follow-up for people who didn’t respond.
• Related: How Review Requests Work · Delivery settings