Not every customer reviews their purchase after the first request – even happy customers get busy and forget. That's where follow-up reminders come in. These automated nudges can double or even triple your review collection rate without being pushy or annoying.
Think of follow-ups as friendly reminders, not nagging. Done right, they show customers you genuinely value their feedback while respecting their time.
How Follow-ups Work
Follow-up reminders are additional emails sent to customers who haven't responded to your initial review request. Here's the typical flow:
Initial Request: Sent based on your timing settings
Customer Doesn't Respond: No review submitted, link not clicked
Follow-up #1: Gentle reminder after a few days
Still No Response: Customer remains busy
Follow-up #2: Another friendly nudge (Pro plan)
Follow-up #3: Final reminder (Pro plan)
Stop: No more emails to avoid annoyance
Each follow-up is only sent if the customer hasn't taken action. Once they submit a review, all pending follow-ups are automatically cancelled.
Plan Limits: How Many Follow-ups You Get
Standard Plan: 1 Follow-up Reminder
Send one additional reminder after your initial request
Perfect for basic review collection
Typically increases response rates by 30-40%
Pro Plan: Up to 3 Follow-up Reminders
Send up to three reminders
Customize timing for each one
Can double or triple your total review collection
More opportunities to catch customers at the right moment
Why the difference? More follow-ups require more sophisticated tracking and email management. Pro plan users get this advanced capability to maximize their review collection potential.
Setting Up Your Follow-ups
Step 1: Navigate to Settings
Go to Dashboard → Settings → Review Requests and scroll to the "Follow-up Reminders" section.
Step 2: Add Follow-ups
Standard plan: Click "Add Follow-up Reminder" (once)
Pro plan: Add up to 3 follow-ups
Step 3: Configure Timing
For each follow-up, choose when to send it:
1 day after last email: Very urgent, use sparingly
2 days after last email: Quick reminder for time-sensitive products
3 days after last email: Good for first follow-up
5 days after last email: Recommended default
7 days (1 week): Standard spacing
10 days: More relaxed approach
14 days (2 weeks): Maximum recommended gap
Important: Timing is always "after the last email sent" – whether that's the original request or the previous follow-up.
Customizing Follow-up Content
Your follow-up emails shouldn't just repeat the same message. Each one needs its own approach and tone.
Where to Customize
Navigate to Dashboard → Settings → Templates to customize each follow-up's content:
Follow-up #1: First reminder template
Follow-up #2: Second reminder template (Pro plan)
Follow-up #3: Final reminder template (Pro plan)
Content Strategy for Each Follow-up
Follow-up #1: The Gentle Reminder
Tone: Friendly and understanding
Message: "We know you're busy, but we'd still love to hear from you"
Strategy:
Acknowledge they might have missed the first email
Briefly remind them of what they purchased
Keep it shorter than the original
Maintain the discount incentive if offered
Follow-up #2: The Value Reminder (Pro Plan)
Tone: Helpful and community-focused
Message: "Your feedback helps other customers like you"
Strategy:
Emphasize how their review helps others
Mention specific products they bought
Add urgency if using discounts
Keep it brief and scannable
Follow-up #3: The Final Call (Pro Plan)
Tone: Last chance, but still friendly
Message: "Final reminder before we stop asking"
Strategy:
Make it clear this is the last email
Create urgency if offering rewards
Thank them either way
Keep it very short
Template Variables You Can Use
When customizing your follow-up templates, you can use these variables:
##{{customer_first_name}}- Customer's first name##{{customer_last_name}}- Customer's last name##{{order_number}}- Order reference number##{{order_details}}- List of products purchased##{{shop_name}}- Your store name##{{shop_domain}}- Your store URL##{{request_button}}- The review button (required)##{{coupon_percent_review}}- Discount percentage for reviews##{{coupon_code_review}}- Actual discount code
Best Practices for Follow-up Timing
Standard Plan (1 Follow-up)
Since you only get one shot, make it count:
Recommended timing: 5-7 days after initial request
Why: Gives enough time to not seem pushy, but not so long they forget
Pro Plan (3 Follow-ups)
Space them strategically:
Follow-up #1: 3-5 days after initial request
Follow-up #2: 7 days after follow-up #1
Follow-up #3: 10-14 days after follow-up #2
Total span: Your entire sequence (initial + follow-ups) shouldn't exceed 30 days from the original request.
Smart Follow-up Strategies
1. Decreasing Frequency
Start with shorter gaps, then increase:
Initial → 3 days → Follow-up #1
Follow-up #1 → 7 days → Follow-up #2
Follow-up #2 → 14 days → Follow-up #3
2. The Rule of Three
Even with Pro plan, you don't have to use all three follow-ups. Sometimes two is enough, especially for:
Low-value items
Repeat customers
B2B sales
3. Vary Your Message
Each follow-up should have a different angle:
First: "Did you receive everything okay?"
Second: "Help other customers with your experience"
Third: "Last chance for your discount"
4. Respect the Silence
If a customer doesn't respond after your follow-ups, respect their choice. They might:
Be planning to review later
Have had an issue they don't want to discuss publicly
Simply prefer not to leave reviews
Monitoring Performance
Track these metrics to optimize your follow-ups:
Response rate by follow-up: Which reminder generates the most reviews?
Unsubscribe rate: Are you sending too many?
Total sequence performance: What percentage eventually review?
Pro tip: If your unsubscribe rate increases sharply after a specific follow-up, consider removing it or extending its timing.
Common Mistakes to Avoid
Sending too quickly: Don't send all follow-ups within a week
Same message repeated: Each follow-up needs unique content
Aggressive tone: Never guilt-trip or pressure customers
Over-following up: Even Pro users should consider if 3 is necessary
The Pro Advantage
While Standard plan users can get solid results with one follow-up, Pro plan users can see significantly higher collection rates with three follow-ups because:
Multiple touchpoints: More chances to catch customers at the right time
Different approaches: Each email can use a different persuasion strategy
Extended timeline: Covers customers who need more time with products
Segmented messaging: Different follow-ups can emphasize different benefits
Studies show:
1st follow-up: +30-40% more reviews
2nd follow-up: +15-20% additional reviews
3rd follow-up: +5-10% final boost
Combined, Pro users often see 50-70% higher review collection rates.
Quick Setup Checklist
For Standard Plan Users:
Add your one follow-up reminder
Set timing (recommend 5-7 days)
Customize template in Templates settings
Test with your own email first
For Pro Plan Users:
Add up to 3 follow-up reminders
Space them strategically (3, 7, 14 days)
Customize each template uniquely
Consider if you need all three
Monitor unsubscribe rates
Remember
Follow-ups are about persistence, not pestering. Your goal is to make it easy for happy customers to share their experience, not to force reviews from everyone. Quality matters more than quantity, and a well-timed follow-up sequence respects your customers while maximizing your review collection.
Start with conservative timing, monitor your metrics, and adjust based on what your specific customers respond to best. Every business is different, and finding your perfect follow-up formula takes a little experimentation.