Ask customers how their delivery was
Delivery Feedback asks every customer one question after their order is delivered: "How was your delivery?". They answer with one tap, from 1 (very poor) to 5 (excellent). You see every answer in Sales → Delivery feedback and on the order itself.
The Delivery Feedback module must be switched on in Modules. While it is off, nothing is sent and the menu entry, the page and the order card are hidden.
How customers are asked
- An order is marked delivered.
- After the wait you set (2 hours unless you change it), the customer gets the question.
- On WhatsApp when your store can send it: a message with five buttons, 1 - Very poor to 5 - Excellent. The customer taps one.
- By email otherwise: five numbered buttons. Each opens a short page on your store with that rating chosen, and the customer presses Send rating.
WhatsApp is used when the WhatsApp Notifications module is on, your Delivery feedback WhatsApp template is approved (see Set up the WhatsApp question) and the customer has a mobile number on their account or order. If any of these is missing, the question goes by email. If WhatsApp can't deliver the message (for example the number is not on WhatsApp), the email is sent instead, once.
Each order is asked once, and only orders delivered after you switched the module on are asked. Orders collected from a pickup point are not asked: there was no delivery.
What happens when a customer answers
- The rating is saved with the order, with how they answered (WhatsApp or email) and when.
- The first answer counts. Tapping again, or opening the email link again, changes nothing.
- On WhatsApp the customer gets your thank-you reply straight away (you can change it or switch it off, see Settings below).
- A rating of 1 or 2 sends a Low delivery rating alert to your team in the CartWhizz Admin app, once per order. Each person can switch these alerts off in the app under Notifications → Low delivery ratings.
The Delivery feedback page
Open Sales → Delivery feedback.
- Average rating, Answers, Response rate (how many of the customers asked in the dates you chose answered) and Low ratings (1 or 2) for the dates you choose at the top.
- Ratings shows how many answers gave each rating. Choose a rating to list only those answers.
- Answers lists every answer, newest first, with the order, the customer, the rating, the channel and the date. Choose All requests to also see questions not answered yet, waiting to be sent, or not sent (with the reason). Open an order number to see the order.
On the order
The order page shows a Delivery feedback card with the rating, or where the question stands: when it will be sent, when it was sent, or why it was not.
Settings
On Sales → Delivery feedback, under Settings:
| Setting | What it does |
|---|---|
| Wait after delivery (hours) | How long after an order is marked delivered the question is sent, from 1 to 168 hours (7 days). Default: 2 hours. |
| Thank-you reply | The WhatsApp message a customer gets after tapping a rating. Up to 500 characters. Leave it empty to send no reply. |
Changing these needs the Manage orders or Manage settings permission. Viewing the page needs View orders. The same two settings are under Modules → Delivery Feedback → Configure.