Set Up Email Exclusion Rules

Plans: Essentials, Pro, Enterprise Platforms: All platforms

Overview

AfterShip Reviews' Email Exclusion Rules allow businesses or merchants to control and filter which customers, orders, or products should not receive certain types of emails, such as review requests or Net Promoter Score (NPS) surveys. These rules help prevent sending irrelevant or unwanted emails, ensuring that only the right customers receive communications.

Benefits

As a merchant, you can create specific rules to prevent sending review and NPS (Net Promoter Score) request emails to certain orders, products, or customers.

For example, you can prevent sending review requests to customers who have returned their orders.

You can also exclude customers who haven't subscribed to email marketing from receiving review request emails.

What you'll learn

How to set up email exclusion rules
- Step 1: Access exclusion rules
- Step 2: Configure customer opt-in/opt-out settings
- Step 3: Set up exclusion rules

Supported conditions for exclusion rules
Default filter rules

How to set up email exclusion rules

Step 1: Access exclusion rules

Go to Settings, then Exclusion rules in your AfterShip Reviews admin.

Step 2: Configure customer opt-in/ opt-out settings

Under this setting, you can select which customers can receive review request and NPS emails based on their opt-in and opt-out status.

The system checks these rules both when scheduling and when sending emails.
The default setting is set to Send emails to all customers, regardless of opt-in status.

This option only excludes customers who have unsubscribed, bounced, or marked previous review/NPS request emails as spam, without considering their marketing email subscription status.

To minimize customer complaints, you can select Send emails to all customers except those who opted out of marketing emails.

In addition to excluding customers who have unsubscribed, bounced, or reported spam, this option also excludes customers who have unsubscribed from marketing emails.

For full compliance with relevant policies, you can choose Send emails only to customers who have opted into marketing emails.

This option ensures emails are sent only to customers who have subscribed to marketing emails and have never unsubscribed, bounced, or marked previous review/NPS request emails as spam.

Although review/NPS request emails are generally considered transactional, some regions have stricter email policies, which may require customers to opt in before receiving these emails.

Additional considerations

No matter which option you choose, we will never send review/NPS request emails to customers who:

Have unsubscribed, bounced, or marked previous review/NPS request emails as spam.
Have requested data erasure via Shopify: Data Erasure Guide

	Not Subscribed / Pending Confirmation	Subscribed	Unsubscribed	Unsubscribed, Bounced, or Reported Spam to Review/NPS Emails	Redacted
Send email to all customers regardless of opt-in status	✅	✅	✅	❌	❌
Send email to all customers except those who opted out of marketing emails	✅	✅	❌	❌	❌
Send email only to customers who are opted-in to marketing emails	❌	✅	❌	❌	❌

Step 3: Set up exclusion rules

In this section, you can set up exclusion rules based on certain conditions to prevent specific orders, products, and customers from receiving request request.

The system checks these rules both when scheduling and when sending emails.
If any of these rules are matched, review and NPS request emails will not be sent to the corresponding order, product, or customer.

Supported conditions for exclusion rules

Exclusion Rule	Details	Additional Information
Minimum Order Value	Defines the minimum order value required to trigger or send emails.	The order value includes all taxes and shipping fees.
	The order value is the final amount paid by the customer.	The currency follows the store’s currency.
Specific Order Tags	Merchants can input tags used in Shopify (e.g., "returned," "refunded") to filter out these orders from receiving emails.	Multiple order tags can be input for filtering.
Specific Products	Merchants can select specific products from their store’s product list to exclude from review or NPS emails.	Multiple products can be excluded.
Specific Collections	Products can be filtered by collection to exclude certain groups from receiving review or NPS emails.	Multiple collections can be used for filtering.
Specific Customer Tags	Merchants can exclude emails for specific customers by using customer tags they used in Shopify. (e.g., “blacklist”).	Multiple customer tags can be entered for exclusion.

4. Default filter rules

There are also default rules in place that merchants don’t need to set manually:

We will not send emails to customers who have unsubscribed, bounced, or reported spam for review/NPS request emails, regardless of marketing subscription status.
Emails will not be sent for canceled orders.

Updated on: 26/03/2025