'Why is my store not generating reviews?' - Troubleshooting Guide

Follow the steps below to troubleshoot why you're not collecting reviews from your customers.

1. Check automatic review requests are enabled

Make sure that automatic review requests are enabled in your account. 

To check this, do the following:

Premium and Enterprise accounts

1. In Yotpo Reviews, navigate to Collect Reviews > Automatic Review Requests.
2. Check that the slider is enabled, as shown in the screenshot below. If the slider is disabled, click to enable it.

Free, Growth, and Prime accounts

1. In Yotpo Reviews, navigate to Collect Reviews > Review Request Flow.
2. Next to the title of this screen, there is a label.
   1. If the label, says Active, then review requests are enabled
   2. If the label says Inactive, then review requests are not enabled. In this case, on the top right corner of the screen, click Activate.

2. Check orders are being pulled from your store

See ‘Why Are Orders Not Being Pulled From My Store?’ - Troubleshooting Guide

3. Check the Emails dashboard

Please view your Emails Dashboard in order to check if automatic review requests were sent to your customers in the last month. To get to the Emails Dashboard, click Analytics > Emails in your Yotpo Account.

Scroll down to the Automatic Emails section and check if there were emails that were sent to your customers in the last month. If there were no review requests at all or you suspect that fewer requests were sent than there should have been, please contact Yotpo Support.

4. Check review requests are optimized

Please make sure that your automatic review requests are optimized in order to attract customers to submit reviews. For tips and tricks on how to optimize your review requests, please check this blog post.

5. Contact Support

If you were not able to resolve the issue or require further assistance regarding this feature, please open a case with our Support team (for easier identification, make sure you first log into your account via the Yotpo Admin).

To promote a quick and efficient investigation, kindly provide us with all the steps you have followed in this troubleshooting guide.