Collect more reviews with automated multi-email sequences that follow up with customers who haven’t left a review.
Smart Stop-on-Review
The most important feature: sequences automatically stop when a customer leaves a review.
Before sending each email, Trustie checks:
- Has this customer reviewed any product from this order?
- Has this customer opted out of review requests?
If either is true, the sequence is cancelled immediately. No spam, no annoying customers who’ve already helped you.
Why Use Sequences?
A single review request email typically gets a 5-10% response rate. A well-timed sequence can double or triple that:
| Approach | Typical Response |
|---|---|
| Single email | 5-10% |
| 2-email sequence | 10-15% |
| 3-email sequence | 15-20% |
Setting Up Your Sequence
Everything is managed in Trustie > Review Requests > Email Templates.
1. Enable Review Requests
At the top of the Email Templates list, you’ll see two toggles:
- Enable Review Request Emails – Master switch. Turn this on to start sending review request emails.
- Enable Follow-up Emails – Turn this on to send reminder emails after the initial request. When off, only the first email sends.
2. Configure Each Email
You’ll see your email sequence listed as cards — Initial Request, Follow-up 1, Follow-up 2, and Follow-up 3. Each card shows:
- The email name and description
- How many days after order completion it sends
- An enable/disable toggle
- An Edit button
Click Edit on any email to open its editor, where you can set:
| Setting | What It Does |
|---|---|
| Enable this email | Toggle this specific email on or off |
| Send After | Number of days after order completion to send (e.g., 7, 14, 21) |
| Subject | Email subject line (supports placeholders) |
| Heading | Heading displayed inside the email |
| Body | Email content (rich text editor with placeholders) |
| Button Text | Text on the “Leave a Review” button |
3. Recommended Timing
Set each email’s “Send After” days to space them out:
| Send After | Purpose | |
|---|---|---|
| Initial Request | 7 days | First ask while the product is fresh |
| Follow-up 1 | 14 days | Gentle reminder |
| Follow-up 2 | 21 days | Final nudge |
You can adjust these to suit your products. Physical products that take time to evaluate? Try 10, 20, 30. Digital downloads? Try 3, 7, 14.
4. Preview and Test
Every email editor includes:
- Live Preview – See how the email looks in real-time as you edit. You can preview with sample data or select a real order from the dropdown.
- Send Test – Send a test email to yourself to check how it looks in an actual inbox.
Email Templates
Initial Request: The Ask
Subject: How was your order from {site_title}?
Hi {customer_name},
We hope you're enjoying your recent order! We'd really appreciate
it if you could take a moment to leave a review.
Your feedback helps other customers and helps us improve.
[Leave a Review]Follow-up 1: The Reminder
Subject: Quick reminder: We'd love to hear from you!
Hi {customer_name},
Just a friendly reminder - we'd love to hear what you think about
your recent order.
It only takes a minute and really helps us and other customers!
[Write a Review]Follow-up 2: The Final Ask
Subject: Your opinion matters to us
Hi {customer_name},
We noticed you haven't had a chance to review your recent purchase yet.
Your honest feedback helps us improve and helps others make
informed decisions.
[Share Your Experience]Available Placeholders
Click Available Placeholders in the email editor to see all options:
| Placeholder | Description |
|---|---|
{customer_name} | Customer’s full name |
{customer_first} | First name only |
{customer_email} | Email address |
{order_number} | Order number |
{order_date} | Date order was placed |
{order_total} | Order total amount |
{site_title} | Your store name |
{site_url} | Your website URL |
Smart Cancellation
Trustie Pro automatically cancels pending email sequences when something goes wrong with an order, or when a review is no longer needed. You don’t need to manually remove emails from the queue — it’s all handled for you.
Sequences are automatically cancelled when:
- Order cancelled — customer or store cancels the order
- Order refunded — a full refund is issued
- Payment failed — the payment didn’t go through
- Return initiated — the customer requests a return for the order
- Review submitted — the customer has already left a review for a product on the order
- Customer unsubscribed — they clicked the unsubscribe link in a previous email
This means customers will never receive a “How was your order?” email for an order that went wrong. The entire sequence stops — not just the next email. Once cancelled, the email shows as “Cancelled” in the queue with a reason explaining why.
How Stop-on-Review Works
This is always enabled — it’s a core feature, not optional:
- Customer orders on Day 1
- Initial Request sends on Day 7
- Customer leaves a review for any product from the order on Day 10
- All remaining follow-up emails are automatically cancelled
Notice step 3 — if a customer reviews even one product from a multi-product order, the entire sequence stops. We don’t keep emailing about the other products. You got your conversion, and your customer feels respected rather than pestered. One review is a win.
Before sending any email, Trustie checks:
- Has the customer reviewed any product from this order?
- Has the customer unsubscribed from review requests?
- Has the order been cancelled, refunded, or failed?
- Has a return been initiated for this order?
If any of these are true, the sequence stops immediately.
Customer Unsubscribe
Every email includes an unsubscribe link in the footer. When a customer clicks it:
- They’re immediately added to the opt-out list
- All pending sequences for that customer are cancelled (across all orders)
- No future sequences will be scheduled for them
Delivery Timing
Trustie Pro starts the email countdown when an order is marked Completed in WooCommerce. If you’re using Tracksies HQ, the timing upgrades automatically — emails are triggered when an order reaches Shipped status instead, so the countdown starts from when the order actually left your warehouse.
With Tracksies HQ, you also get per-shipping-method delays. International Express might need 5 days, while Standard Post might need 14. HQ lets you configure this in Tracksies HQ > Settings > Reviews so the review request arrives around the time the customer actually has the product in hand.
Split orders? If an order ships in multiple packages (via the packing system in HQ), the review request waits until the last package ships — that’s when the order status transitions to Shipped. One email per order, timed to when the customer has everything.
Unavailable Items
If items are marked unavailable during fulfilment (out of stock, damaged, discontinued), Trustie Pro automatically removes those products from the review request email. Customers won’t be asked to review a product they never received.
This works at the item level — if a customer ordered 3 items and 1 was unavailable, the email includes the 2 products they actually got. If the entire order is unavailable, no email is sent at all.
This is a Pro-only feature. Trustie Free includes all products from the order regardless of availability.
Viewing the Queue
Switch to the Queue tab in Trustie > Review Requests to see pending and sent emails:
| Status | Meaning |
|---|---|
| Pending | Scheduled, waiting for send date |
| Sent | Email delivered successfully |
| Cancelled | Stopped — with a reason (e.g., order cancelled, review submitted, customer unsubscribed, return initiated) |
The stats cards at the top show your total pending and sent counts at a glance.
Troubleshooting
Emails not sending
- Is the feature enabled? Check Tracksies > Settings > Features — “Smart Email Sequences” should be on
- Are review requests enabled? Check the Enable Review Request Emails toggle at the top of Email Templates
- Is the order completed (or shipped, if using Tracksies HQ)? Only completed/shipped orders trigger sequences
- Is WordPress cron working? Emails process hourly via cron
- Is SMTP configured? Test email sending with another plugin (see the Free email setup guide for SMTP details)
Customer says they didn’t get the email
- Check spam/junk folder
- Verify the email address on the order
- Check if they unsubscribed previously
- Check the Queue tab for that email’s status
Follow-up emails not sending
- Is Enable Follow-up Emails toggled on? (top of Email Templates list)
- Is the specific follow-up email enabled? Check its toggle on the card or in its editor
- Did the customer already leave a review? (sequence stops automatically)
- Was the order cancelled, refunded, or returned? (sequence stops automatically)
- Has enough time passed? Check the “Send After” days on each email
- Check the Queue tab — if the email shows “Cancelled” with a reason, that explains why
Best Practices
- Keep it short: 3-5 sentences per email
- Be human: Write like a person, not a robot
- One goal: Each email = get a review
- Space them out: Don’t send follow-ups too close together (7+ days between each)
- Respect opt-outs: Unsubscribes are honored immediately
- Test first: Use the Send Test button before going live