Questions and fixes
Nobody has been asked yet
Go through these in order:
- Is the module on? Delivery Feedback must be on in Modules.
- Has an order been delivered since you switched it on? Only orders marked delivered after that are asked. Orders delivered while the module was off are never asked later.
- Has the wait passed? The question goes out after Wait after delivery (2 hours unless you changed it). Your store checks for due questions every 15 minutes.
- Was it collected? Orders collected from a pickup point are not asked.
- Choose All requests on the page: each order shows Will be asked, Asked, no answer yet, Not asked (with why) or Couldn't be sent.
Why did a customer get an email instead of WhatsApp?
WhatsApp is used only when WhatsApp Notifications is on, your Delivery feedback template is approved, the customer has a mobile number, and they have not replied STOP. If any of these is missing, the email is sent instead. The email also goes when WhatsApp could not deliver the message, for example to a number that is not on WhatsApp.
Can a customer change their rating?
No. The first answer is kept, so a second tap or a second click on the email changes nothing and sends nothing again.
Why didn't my team get an alert for a low rating?
Low-rating alerts go to the CartWhizz Admin app, to people with the View orders permission who have notifications on for this store and Low delivery ratings switched on. They are sent once per order, for a first answer of 1 or 2.
Does my WhatsApp Shop bot see the taps?
No. A tap on a rating button is taken by Delivery Feedback and never reaches the WhatsApp Shop inbox or bot. Other messages the customer sends work as usual.
What does the customer see after tapping?
Your Thank-you reply, if you set one. Leave it empty to send nothing.
Switching the module off
Nothing more is sent and taps on earlier questions are no longer recorded. The answers you already have are kept, and switching the module back on shows them again. Orders delivered while it was off are not asked.