Troubleshoot Review Reminder Issues in Magento 2

Symptoms:

• Email Queue is empty
• New orders don't get queued

Solutions:

1. Check module is enabled:

   • Configuration → General → Enabled = Yes

2. Verify profile configuration:

   • At least one profile must be enabled
   • Profile's store view must match order's store
   • Customer group must match
   • Order status must be reached

3. Check maximum offset:

   • Profile's "Maximum offset" may exclude older orders
   • Increase value or use --offset parameter with CLI

4. Verify cron is running:

   bin/magento cron:run
   

5. Run queue command manually:

   bin/magento reviewreminder:queue --offset=30
   

Symptoms:

• Queue shows many Pending items
• Sent At column stays empty

Solutions:

1. Check scheduled date:

   • Email won't send until "First Email Scheduled At" passes
   • Profile's "Send After" delay may not have elapsed

2. Run process command:

   bin/magento reviewreminder:process
   

3. Check dispatch cron frequency:

   • Configuration → Automation → Review Reminder Email Dispatch
   • Set to more frequent interval if needed

Symptoms:

• Queue items show Error status
• Processing Log shows Email sent = No

Solutions:

1. Check Magento email configuration:

   • Stores → Configuration → Advanced → System → Mail Sending Settings
   • Verify email transport is configured

2. Verify SMTP settings:

   • If using external SMTP, check credentials
   • Test with Magento's native email test

3. Check sender identity:

   • Profile's "Sent From" must be a valid store email identity
   • Stores → Configuration → Store Email Addresses

4. Review error logs:

   tail -f var/log/reviewreminder/debug.log
   tail -f var/log/exception.log
   

Symptoms:

• Processing Log shows Email sent = Yes
• Customer claims no email received

Solutions:

1. Check spam/junk folder:

   • Most common issue
   • Add sender to contacts

2. Verify email address:

   • Check Processing Log for exact email sent to
   • Typos in customer email address

3. Check email deliverability:

   • Verify SPF/DKIM/DMARC records
   • Test with mail-tester.com

4. Customer may be unsubscribed:

   • Check Unsubscribed Customers grid

Symptoms:

• Customer clicks link but sees error page
• "Link expired" or "Invalid link" message

Solutions:

1. Check link validity:

   • Profile's "Valid for Days" may have passed
   • Increase validity period or send new invitation

2. Verify hash in URL:

   • Hash must match database record
   • Check mm_reviewreminder_queue table

3. Check frontend routes:

   • Clear cache: bin/magento cache:flush
   • Verify routes are accessible

Symptoms:

• Customer submits review
• Review doesn't appear in Marketing → Reviews

Solutions:

1. Check approval setting:

   • If "Auto approve new review" = No, review needs manual approval
   • Go to Marketing → Reviews → Pending Reviews

2. Check product association:

   • Review may be assigned to parent product (configurable)
   • Check Configuration → Product Relations settings

Symptoms:

• Customer reviews but no coupon email sent
• Coupon code is empty

Solutions:

1. Verify cart rule settings:

   • Rule must have "Use Auto Generation" = Yes
   • Rule must be Active
   • Date range must be valid

2. Check profile coupon settings:

   • "Attach Coupon" = Yes
   • Cart Rule selected
   • Coupon template selected

3. Check "Send coupon on" setting:

   • Configuration → Send coupon on
   • May be set to "First review only" and customer already reviewed

Symptoms:

• Customer receives coupon
• Code doesn't work at checkout

Solutions:

1. Check cart rule conditions:

   • Customer group restrictions
   • Date range
   • Minimum order value
   • Product/category restrictions

2. Verify coupon not used:

   • Auto-generated coupons are usually single-use
   • Check if already redeemed

Symptoms:

• Queue not being built automatically
• Emails not being sent on schedule

Solutions:

1. Verify Magento cron:

   bin/magento cron:run
   

2. Check cron schedule table:

   SELECT * FROM cron_schedule
   WHERE job_code LIKE '%reviewreminder%'
   ORDER BY scheduled_at DESC LIMIT 10;
   

3. Verify system cron:

   • Ensure crontab entry exists for Magento
   • Check cron logs for errors

4. Check automation settings:

   • Configuration → Automation
   • Verify frequencies are set