Feedback request

Asks a customer how they are finding what they bought, after a time you choose. The answer tells you what is working, and a happy customer can be pointed to leave a review.


Flow	Order Flow
Sends when	After a time you choose
Category	Marketing
Reaches opted-out customers	No
Goal	Hear from customers, and collect reviews

Set it up

Go to Ecomm+ → Order Flow.
Click the pencil icon on Order Feedback.
Pick an approved template, or submit a new one.
Choose the duration after which the message sends.

Map the variables and turn it on.

The template

The simplest version asks with quick replies, so the customer answers with one tap.

Hi {{1}},

We hope you are enjoying your {{2}}, ordered on {{3}}.

How was your experience? Tap one below. Thank you for shopping with us.

Quick replies: Loved it, It was okay, Not happy.

Variable	Map it to
`{{1}}`	`$FirstName`
`{{2}}`	`$LineItems`
`{{3}}`	`$OrderCreatedOn`

Every tap is a reply. It shows up in Live Chat and opens the 24-hour window, so you can respond in your own words.

Choosing the timing

Time it for after the product has arrived and been used.

Asking before the parcel arrives is the most common mistake. A customer asked "how are you enjoying it?" about something they have not received yet is more likely to complain than to answer.

When to use it

Answer every reply. A customer who tapped Not happy is telling you about a problem while there is still time to fix it. Reply in Live Chat the same day. A problem sorted quickly often turns into a loyal customer.

Point happy customers to a review. When someone taps Loved it, reply with a link to leave a review on the product page. They have just told you they are pleased, so it is the best moment to ask.

Do not attach a discount to the answer. "Rate us and get 10% off" gets you ratings from people who want the discount, not from people who have something to say.