Customer feedback messages: 30 examples to ask for ratings and reviews

When to ask: after delivery, 2 to 7 days later

A feedback request sent right after payment asks about something the customer has not received yet. Wait until the order is delivered, then give them time to open it and use it. The right wait depends on the product.

• In Shopify, an order is delivered when the carrier reports it through the tracking number, or when you click Mark as delivered on the order (Orders > open the order > Fulfilled section). Shopify shows that button only on fulfillments without a tracking number; with one, the status comes from the carrier.
• If you ship without tracking and never mark orders as delivered, they stay On its way. Time your request from the expected delivery date, not from the fulfillment.
• Ask once, plus at most one reminder a few days later. Then stop.

• Shopify Help Center: Fulfilling your own orders (Mark as delivered)
• Shopify Help Center: Order tracking

What a good feedback request includes

• Your store name and the order or product, so the customer knows what you are asking about.
• One ask: a number, one question, or one link. Not a rating and a review and a Google link in the same message.
• At most one link. On WhatsApp, two or three short lines are enough.
• An easy way to complain. Customers who had a problem should feel they can say so, and you want to hear it before anyone else does.
• No offer inside the request. A discount in the same message makes it look like payment for a review and turns it into a marketing message.
• The same request to every customer, whatever you expect them to say.

8 quick rating and one-question feedback messages

These are the easiest to answer: the customer replies with a number or one sentence. On WhatsApp the replies land in your normal chats, so someone has to read them and answer the low scores.

• Quick rating: Hi {name}, your {store} order arrived on {date}. How happy are you with it, from 1 (not at all) to 5 (very)? Just reply with the number.
• Quick rating: Hi {name}, it's {first name} from {store}. One quick question: how would you rate your order {order} from 1 to 5?
• Quick rating: Hello {name}! On a scale of 1 to 5, how was your delivery from {store}? Any comment helps us.
• Quick rating: Hi {name}, we hope your {product} arrived safely. Rate it from 1 to 5 by replying here. If anything is wrong, tell us and we'll fix it.
• One question: Hi {name}, your {product} should be with you now. Is it what you expected? Reply yes or no, and we'll take it from there.
• One question: Hi {name}, quick one from {store}: what is one thing we could do better next time?
• One question: Hi {name}, how does the {product} fit? If the size is off, reply and we'll arrange an exchange.
• One question: Hello {name}, did everything in order {order} arrive in good condition?

7 product review and photo review requests

Product reviews go on your own product pages. Send the link straight to the review form for that product if your review tool provides one, so the customer does not have to search.

• Product review: Hi {name}, thanks for ordering {product} from {store}. Would you share a short review for other shoppers? It takes a minute: {link}
• Product review: Hi {name}, you've had your {product} for a few days now. What do you think? Your honest review helps the next customer decide: {link}
• Product review: Hello {name}, a small favour from our small team: could you review {product}? Good or bad, we read every one. {link}
• Product review: Hi {name}, how is the {product} working out? If you have a moment, leave a review here: {link}
• Photo review: Hi {name}, we'd love to see your {product} in real life. If you're happy to share, add a photo to your review here: {link}
• Photo review: Hi {name}, shoppers trust real photos more than ours. If you like, add a picture of your {product} with your review: {link}
• Photo review: Hello {name}, thanks for the kind words about your {product}. Would you be happy for us to show your review and photo on our product page? Reply yes or no.

3 Google review requests, and how to get your review link

Google reviews belong to a Google Business Profile. Google's guidelines make a profile available to businesses that have a location customers can visit or that travel to their customers, so an online-only store may not have one. If you do, Google's help pages say you can share your review link by email, WhatsApp or a QR code, and that customers need a Google Account to post a review.

• Google review: Hi {name}, thanks for visiting {store}. If you have a minute, would you share your experience on Google? {link}
• Google review: Hello {name}, your order from {store} has been delivered. We'd be grateful for an honest Google review of your experience: {link}
• Google review: Hi {name}, it's {first name} from {store}. Reviews help a small local shop like ours more than anything. Here's our Google page if you'd like to leave one: {link}

1. On a computer, go to your Business Profile at business.google.com.
2. Select Read reviews, then Get more reviews (the share icon).
3. Select Copy to copy the review link. To save the QR code, right-click it and choose Save image as. Google says review QR codes can only be generated in a computer browser.

• Google Business Profile Help: Create a Google link or QR code to request reviews
• Google Business Profile Help: Tips to get more reviews
• Google Business Profile Help: Guidelines for representing your business

5 messages after a problem, and follow-ups when nobody answers

After a complaint, check that the fix worked before you ask for anything public. A follow-up is fine once; a second one starts to feel like pressure.

• After a problem was solved: Hi {name}, your replacement {product} was delivered yesterday. Is everything right this time? Thank you for your patience with us.
• After a problem was solved: Hi {name}, we wanted to check that your refund came through and you're happy with how we handled it. Is there anything else we can do?
• After a problem was solved: Hello {name}, it's {first name} from {store}. Thanks for letting us fix your order. How did we do this time, from 1 to 5?
• Follow-up if no answer: Hi {name}, just a gentle reminder from {store}: if you have a minute, we'd love to hear how your order went. If not, no worries at all.
• Follow-up if no answer: Hi {name}, last note from us about your order: your review link is here if you'd like it: {link}. Thanks either way!

7 replies: thanking for feedback and answering negative feedback

Answer every rating, not only the good ones. For negative feedback, reply within a day, say sorry for the specific problem, offer a concrete fix, and move details to a private chat. Never pressure a customer to change or delete a review.

• Thank you for positive feedback: Thank you so much, {name}! It means a lot to our team that you're happy with your {product}.
• Thank you for positive feedback: Thanks for the 5, {name}! We've passed your message on to {first name}, who packed your order.
• Thank you for negative feedback: Thank you for telling us, {name}. We're sorry the {product} wasn't what you expected. Can you tell us what went wrong, so we can put it right?
• Thank you for negative feedback: Thanks for your honest rating, {name}. A 2 tells us we let you down. Would a replacement or a refund work better for you?
• Responding to a negative review (public): Hi {name}, we're sorry your order arrived late. That's not the experience we want for anyone. We've sent you a private message to sort it out.
• Responding to a negative review (public): Thank you for this feedback, {name}. You're right that the sizing chart was unclear, and we've updated it. Please reply to our message so we can arrange an exchange.
• Responding to negative feedback (private): Hi {name}, it's {first name}, the owner of {store}. I read your feedback and I'm sorry. I'd like to fix this personally: shall I send a replacement or refund you today?

Reviews you must not buy: Google's policy and the FTC rule

Google's Maps content policy says merchants must not offer incentives such as payment, discounts or free goods in exchange for reviews, and must not discourage negative reviews or selectively ask for positive ones. Reviews posted because of an incentive are removed. That rules out a common trick: asking for a rating first and sending the Google link only to customers who answered 4 or 5. If you send a review link after a rating, send it whatever the score.

In the United States, the FTC's Rule on the Use of Consumer Reviews and Testimonials (16 CFR Part 465), announced on 14 August 2024 and in force since 21 October 2024, bans fake reviews and offering rewards for reviews that must be positive or negative, whether that condition is said out loud or implied. The FTC can seek civil penalties against knowing violators. FTC staff guidance adds that asking only happy customers for reviews, or not disclosing an incentive, can still break the FTC Act. If you sell to US customers, this applies to you.

• Google: Maps user-generated content policy, prohibited and restricted content
• FTC: Final rule banning fake reviews and testimonials (press release, August 2024)
• FTC: The Consumer Reviews and Testimonials Rule, questions and answers
• eCFR: 16 CFR Part 465

Consent, Shopify review apps, and what WhatsApp Pilot does after delivery

A feedback question about one specific order is a service follow-up. Add a discount, a new arrival or a nudge to shop again and it becomes marketing. Meta's template rules for the WhatsApp Business API say the same: an order-specific feedback survey can be a utility message, a generic one cannot, and a survey with promotional content is marketing. On the WhatsApp Business app, the WhatsApp Business Messaging Policy requires the customer's opt-in before you message them and asks you to respect every request to stop. Marketing messages also need marketing consent, which Shopify records on each customer; see /blog/whatsapp-marketing-consent-shopify.

Shopify does not collect product reviews on its own. Review apps in the Shopify App Store add review forms to product pages and can send review requests for you. Check in the app's settings whether the request is timed from fulfillment or from delivery, and whether any reward it offers is for every honest review rather than only good ones.

WhatsApp Pilot does not send review requests or feedback surveys, and it has no shared inbox: replies to your messages arrive in your own WhatsApp. After delivery, it does one thing on the Pro plan: Repeat Purchase sends one personal, single-use Shopify discount code after every package of a customer's first order is marked delivered, only to customers subscribed to WhatsApp marketing from your store. That code is a thank-you for the order. Never make it depend on a review, and never write 'leave us 5 stars to get your code' in the template. Earlier in the journey, the Order Fulfillment notice tells the customer the order shipped, with carrier and tracking when Shopify has them, so they know when to expect it.

• Meta: Template categorization (WhatsApp Business Platform)
• WhatsApp Business Messaging Policy
• Shopify Help Center: Managing customers (email, SMS and WhatsApp marketing preferences)