Retail Review Request SMS Template
SMS review requests for retail work differently depending on the channel: for e-commerce, the trigger is confirmed delivery; for in-store retail, it's the moment of purchase (or shortly after, if you collect numbers at checkout). The key for retail SMS is product specificity — a message that references what they bought converts at dramatically higher rates than a generic "How was your order?" because it feels like a personal follow-up, not a mass campaign.
THE TEMPLATE
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Copy, customize, and use it as-is — or make it your own.
Hi [NAME]! Hope you're loving your [PRODUCT NAME]. A quick Google review would mean a lot to us: [LINK]. And if anything wasn't right, just reply — we'll sort it out straight away. Thanks! — [BRAND NAME]
TEMPLATE VARIATIONS
More Ways to Use It
Same structure, different tone. Pick the one that fits the situation.
Version 1 — In-store purchase (sent same day)
Hi [NAME], thanks for shopping with us today! Hope you love your new [ITEM]. If you have a moment, a quick Google review would really help us out: [LINK]. Thanks!
Version 2 — E-commerce, 7 days post-delivery
Hi [NAME], your [PRODUCT] arrived a week ago — hope it's been worth the wait! If you're happy with it, an honest review would really help other shoppers find us: [LINK]. Any issues, reply here. Thanks! — [BRAND]
Version 3 — Fashion/apparel, give time to wear it
Hi [NAME], hope you've had a chance to wear your new [ITEM]! If you love it, a quick review would mean a lot: [LINK]. — [BRAND]
WHEN TO USE
E-commerce: send 5–7 days post-delivery (Version 2), or 10–14 days for fashion/apparel (Version 3). In-store: send within 2–4 hours of purchase (Version 1) while the shopping experience is fresh. Trigger from your Shopify/WooCommerce order flow or POS system. Always include a reply option for issues — it intercepts complaints before they become public reviews.
CUSTOMIZATION TIPS
Product-specific subjects outperform category-level subjects — "your [exact product name]" vs "your order" drives meaningfully higher response rates in retail SMS.
For multi-item orders: reference the primary or most memorable item (highest value, or the first item in the cart). Don't try to list all items — keep it specific and clean.
TCPA compliance: ensure you have documented consent to text for marketing purposes. E-commerce checkout flows should include a clear SMS opt-in checkbox. Never text customers who haven't explicitly opted in.
For fashion retail: the 10–14 day timing (Version 3) acknowledges that customers need time to wear the item before forming a strong opinion — this timing produces higher-quality, more useful reviews than a same-day ask.
What review platform should retail SMS requests link to?
Google for local or DTC brands with a Google Business Profile (drives the most discovery value). Trustpilot for e-commerce brands running Google Ads (star ratings appear in ad extensions). Etsy reviews for Etsy sellers (handled via Etsy's own system — don't redirect Etsy customers off-platform). Amazon reviews for Amazon sellers — Amazon has strict rules about review requests, use only their official request flow.
How do I get customers' phone numbers for retail SMS in compliance with regulations?
At e-commerce checkout: include an SMS opt-in field ("Get order updates and offers by SMS") — separate from email and clearly marked as optional. At in-store POS: ask verbally for a mobile number for receipt and loyalty points. Use a dedicated SMS platform (Klaviyo, Postscript, Attentive) that handles TCPA compliance and opt-out management automatically.
What's a good response rate for retail SMS review requests?
Well-timed, product-specific retail SMS typically achieves 15–30% review completion rates — significantly higher than email (3–8%). For comparison, a generic SMS with no product reference achieves 5–10%. The product specificity is the most impactful single variable in retail SMS performance.
