Review requests & rewards

Most reviews come from buyers you nudge. Sellerlane has a built-in review-request lifecycle that emails customers after they buy, with a signed one-click link to the review form (no login needed), plus reminders and an optional reward after the review and any attached media finish approval. This page is the deep dive on collecting reviews and rewarding them — for moderation, display, imports and syndication see Product reviews and Review tools.

For the full order-eligibility, moderation, reward, edit, deletion, refund, and clawback map, see Order & rewards lifecycle.

How a review gets collected

Three paths create a review:

On-page submission — buyers review straight from the product page. Whether anyone can review or only verified buyers is controlled under Reviews → Settings (Allow guest reviews vs Require verified purchase).
Review-request emails — the automated lifecycle this page covers. Sellerlane schedules an email after a qualifying order, sends a reminder, and (optionally) evaluates a reward after publication and immutable media qualification.
Imports — bring existing reviews in from a CSV — see Review tools.

Turn on review-request emails

Go to Reviews → Requests → Settings.

Switch Enabled on. It is off by default.
Pick the Trigger — the order event that starts the clock: Order created, Order paid, Order fulfilled (default), Order delivered, or Digital granted (for digital products, fires when access is granted). Fulfilled or delivered is usually best for physical goods so the buyer has the product in hand.
Confirm the Default channel is Email and that Email enabled is ticked. Email is the only request channel.
Set the send delay — Send delay days (default 7) and Send delay hours (default 0) — measured from the trigger event, so the email lands after the buyer has had time to use the product.
Click Save request settings.

The sender identity (from-name and address) is owned by your outbound email configuration, not this form — see Store emails.

Timing, reminders, and expiry

A request that goes unanswered can be followed up automatically, and is closed after a window so you are not chasing stale orders.

Setting	Default	What it does
`Send delay days` / `Send delay hours`	7 / 0	Wait after the trigger before the first email
`Reminder enabled`	On	Send a follow-up to non-responders
`Reminder delay days`	7	Days after the first email before the reminder
`Max reminders`	1	How many reminders at most
`Media reminder enabled`	Off	A separate nudge asking text-only reviewers to add a photo
`Media reminder delay days`	3	Days after their text review before the media nudge
`Expires after days`	90	An un-actioned request is closed after this many days

Targeting: which orders qualify

Not every order should trigger a request. Under Settings, a row of toggles controls eligibility — each maps to a Send for … checkbox:

Toggle	Default
Online orders	On
POS orders	Off
Physical products	On
Digital products	On
Gift cards	Off
Event products	On
Canceled orders	Off
Refunded orders	Off
Test orders	Off

Requests are line-item aware: a request is created per reviewable product on the order, and the products that don’t qualify (a gift card, a refunded line) are simply left out. Turn POS orders on if you take in-person payments and want to follow up those buyers too.

Caps and combining

To avoid over-emailing, requests are pooled per order and rate-limited per customer.

Combine line items (on by default) — every reviewable product on one order goes into a single email rather than one email per item. Turn it off only if you want a separate ask per product.
Max requests/order (default 20) — the ceiling on review asks generated from one order.
Max requests/customer/month (default 20) — the ceiling per customer in a rolling month, across all their orders, so a frequent buyer isn’t flooded.
Allow inline email rating (on) — let the buyer pick a star rating right inside the email; clicking a star deep-links to the prefilled form.
Allow website token submission (on) — the link in the email carries a signed token so the buyer lands on the review form already identified, with no login required.

Send manually and track results

Open Reviews → Requests for the lifecycle dashboard.

Send a one-off request. Use Create manual review request: pick the order (required — requests are always tied to an order), optionally a customer, one or more products from that order, the channel, and an optional Scheduled at time. Useful for orders that predate the lifecycle or that you imported.
Watch the funnel. The top cards show Sent (30d), Delivered, Opened, Clicked, Submitted, and Reviews created so you can see where buyers drop off.
Filter by status. Each batch moves through pending → scheduled → sent → delivered → opened → clicked → part submitted → submitted, or ends in expired, canceled, or failed. Filter the table by any of these.
Act on a row. You can send now, resend, or cancel an individual request from the list.

Reward reviewers

Configure reward tiers under Reviews → Tools → Rewards to issue a reward when a published review reaches its immutable qualification boundary. The buyer first closes the signed attachment window; the worker then waits for every attachment to become rejected, scan-failed, or clean and public-ready. This keeps a text reward from racing and permanently pre-empting a richer photo/video tier.

Choose a Reward type: Discount (a template that mints one single-use buyer code), Store credit, or Points. Sellerlane generates the internal rule name; there is no name field on this screen.
Choose the tier shown in the current UI: Any review, Photo review, or Video review. Any review is the base tier and includes a qualifying text-only review. Rating is never an eligibility condition: 1★ through 5★ reviews qualify on the same terms.
For a discount, choose percentage or fixed amount and set its value. For store credit, enter the human-readable amount in the store currency and an optional expiry. Points use the active loyalty program.
Keep Verified only on when the reward must be tied to an eligible purchase, choose whether the rule is Active, and click Save rewards. Eligibility is decided when media qualification finalizes. The winning rule is snapshotted then, so a later edit or deletion cannot change value already queued for issuance.
One-per-customer and one-per-order safeguards currently apply as backend defaults. The seller reward page does not expose schedule or cap controls, so do not promise a start/end campaign window from this screen.

Store credit issued by a rule draws on the same balance as Store credit, so the buyer sees and spends it like any other credit. The Rewards page lists both your rules and every issued reward (customer, review, type, status, value, issued date). You can revoke an issued reward if needed; deleting a rule stops it issuing on new reviews but leaves already-issued rewards untouched.

The submit confirmation does not promise the richest advertised tier while media is still pending. It says an eligible reward will be determined after approval. Hiding or deleting the last qualifying photo/video later revokes that snapshotted media-tier reward; another ready object of the same tier prevents revocation. Review reward rules pay only one richest matching tier and do not stack with each other. Separately configured loyalty review points can stack by merchant choice with a discount or store-credit incentive; their base points and media bonus are separate lots, so only the unused bonus is reversed when the review itself remains valid. When both systems select points, the loyalty rule owns the review and suppresses the duplicate incentive-points mint. Each reward reissue archives the prior generation’s immutable rule terms, artifacts, status, and clawback history before a fresh artifact is minted.

Delayed “add media” reminder

The delayed reminder opens a separate, seven-day content-only window only after the original media qualification generation has been frozen and evaluated. A photo or video attached from that link is permanently non-reward-qualifying: it can improve the published review, but it cannot upgrade, restore, or preserve a review-reward tier or loyalty media bonus, and it never changes an issued or used amount.

Late bytes still follow private quarantine, trusted scanning, conditional promotion, the edge publication marker, moderation, and ordered deletion. Closing this late window does not clear or increment the frozen reward generation. If Sellerlane cannot provide an authorized edit/upload link, the reminder is not sent.

Troubleshooting

No emails are going out. Check that Enabled is on under Reviews → Requests → Settings, that the order matched a Send for … toggle, and that the trigger event has actually fired for the order.
POS or gift-card buyers aren’t asked. Those toggles are off by default — turn on POS orders / Gift cards if you want them included.
A buyer got too many asks. Lower Max requests/customer/month, or keep Combine line items on so multi-item orders send one email.
A reward didn’t issue. Confirm the review met the rule’s Review type, that the rule is active, and—when Verified only is enabled—that the linked purchase is still eligible. For photo/video tiers, wait for the attachment window, scan, publication marker, and moderation verdict to finish.

Next steps

Product reviews

Moderation, media limits, voting, and display — the reviews hub.

Review tools

Imports, syndication, and groups — Review tools.

Store credit

Where store-credit rewards land — Store credit.

Discounts

Build the codes you link as discount rewards — Discounts.