Learn / Automations

How to set up a post-purchase follow-up

Thank them, then ask for a review once they have had the thing long enough to have an opinion.

The workflow

1. 1Send email: no campaign chosen yet
2. 2Delay: 10 days, held to 11:00 their time
3. 3Send email: no campaign chosen yet
4. 4Exit flow

Before you start

Two emails: thank them now, ask for a review once they have had the thing long enough to have an opinion. The delay is the part people get wrong. A review request that arrives before the parcel does gets a review of your delivery, and a review request a month late gets nothing because they have moved on.

You will need: a connected store, two campaigns.

How to set it up

1. 1Set the trigger to the tag your store applies on a completed order.
2. 2Assign the thank-you campaign to the first send.
3. 3Set the wait to roughly your delivery time plus a week. Ten days suits most physical products; for software, make it three.
4. 4Assign the review request to the second send, and link straight to the review form rather than to your homepage.
5. 5Activate.

What goes wrong

• Asking for a review before delivery. You will get a review of the courier.
• Sending to somebody who has already left one. Tag reviewers and exclude them, or the second purchase gets the same request again.