Post-purchase review requests
asked at the moment the answer is yes
Review requests sent on a timer land before the product has been used, or long after. Purands asks when each customer is most likely to be satisfied.
The problem
A review request arrives three days after dispatch, before the customer has opened the box. It is ignored, and asking again reads as nagging.
The customers most worth hearing from are the ones who have used the product long enough to have an opinion about it.
What triggers it, and what it reads
The trigger is a delivered order that has had time to be used, judged per product rather than on a single delay for the whole catalogue.
- Delivery confirmation, not dispatch
- How long this product takes to form an opinion about
- Whether the customer has contacted support since
- Likely to Recommend, scored daily
- Everything already sent to this customer this week
Post-order reviews are one of the Agentic Skills, requested at the peak satisfaction moment.
What gets sent
Examples only, written for this page. Real messages are generated per customer from their own profile and your catalogue.
- WhatsApp: Hi Mark, how are you getting on with the Cold Brew Starter Kit? One line is plenty.
- Email: A short request with the product image and a direct link.
- SMS: Kept for customers who reply on SMS and nowhere else.
- Push: Deep-links to the review form for the exact item.
- Web assistant: Collects the review in conversation, with no form to open, and can run an NPS or survey question in the same thread.
How the agent picks the moment and the channel
The clock starts at delivery, not dispatch, and runs for as long as that product takes to judge. A serum is not a kettle.
A customer who has raised a support ticket is not asked for a public review while the issue is open.
The request competes with everything else queued for that customer. If a replenishment reminder matters more this week, the review waits.
A reply is a conversation, not a dead end. The assistant can take the review, an NPS score or a complaint in the same thread.
Setting it up
Connect the store so order and delivery events sync. The trigger needs delivery confirmation, so fulfilment data has to reach Purands.
Decide where reviews should land. The agent can collect them in conversation or send customers to the review platform you already use.
The other retention jobs
- Abandoned cart recovery: one decision per shopper, not one schedule.
- Replenishment reminders: before they run out, not after.
- Win-back campaigns: a reason to return, not a blanket discount.
- Back-in-stock alerts: the moment it lands, to the people still waiting.
- Order updates: the messages customers actually open.
All six run on one engine: Agentic Skills, reading Profiling.
Post-purchase review requests
See this running on your own data
A 30 minute demo on your catalogue and your customers, with the decisions the agent would make shown one by one.