Commerce & Order Messages

Customer Feedback Request WhatsApp Templates

A feedback request asks the customer to rate their purchase or experience, right inside WhatsApp where replying takes one tap. Feedback requests on WhatsApp see 30–40% response rates versus low single digits for email surveys — and an unhappy reply lands with you privately instead of as a public one-star review.

Meta billing category

Templates on this page are typically approved as Utility, billed at ~₹0.115 per message (India).

Transactional — tied to an order, account, or appointment the customer already has. Cheapest category. Adding promotional lines risks Meta reclassifying it as Marketing at ~7.5x the cost.

Copy-ready templates

Replace the {{placeholders}} with your platform’s variables before submitting to Meta for approval.

1. Post-delivery rating (1–5)

Hi {{name}}, your order {{order_id}} was delivered recently — how did we do? 🙂 Just reply with a number: 5️⃣ Loved it 4️⃣ Good 3️⃣ Okay 2️⃣ Not great 1️⃣ Had a problem Your reply goes straight to the owner. Thank you!

Best for: 24–48 hours after delivery; the simplest, highest-response format.

2. Review request with link

Hi {{name}}, glad you liked your {{item_name}}! 💛 Would you take 30 seconds to leave us a review? It genuinely helps a small business like ours grow: {{review_link}} As a thank-you, here is ₹{{discount}} off your next order: code {{code}}.

Best for: Every customer after a rating; sends the Google/marketplace review link.

3. Problem recovery follow-up

Hi {{name}}, we saw your rating for order {{order_id}} and we are sorry we let you down. 🙏 Tell us what went wrong — reply here and {{owner_name}} will personally sort it out within 24 hours. Replacement, refund, or a fix: whatever makes it right.

Best for: Automatic follow-up to ratings of 1–3; turns detractors into loyalists.

4. Service feedback (appointments)

Hi {{name}}, thank you for visiting {{business_name}} today! How was your {{service_name}} experience? Reply: 👍 Great 😐 Okay 👎 Not good One tap is all it takes — and we read every single reply.

Best for: Salons, clinics, and service businesses, same evening as the visit.

5. Feedback thank-you + coupon

Thank you for the feedback, {{name}}! 🙏 It means a lot to a small business like {{store_name}}. Here is ₹{{discount}} off your next order as a thank-you: code {{code}}, valid till {{expiry_date}}. Shop: {{shop_link}}

Best for: Closing the feedback loop and seeding the next purchase.

When each Customer Feedback Request message goes out

24–48 hours after delivery (products), or the same evening (services)Rating request, with 1–5 as quick-reply buttons.
Any ratingReview request with your Google or marketplace link.
A rating of 1–3, as wellProblem-recovery follow-up, routed to a person.
Feedback receivedThank you — with a coupon, if you give one.

Before you send

Only the first message needs a template. The rating tap opens the customer’s 24-hour window, so the review link and the recovery message can follow as free-form replies at no charge.
Send the review link to everyone who rated, not just the 4s and 5s. Google’s review policy forbids selectively asking happy customers for reviews; the 1–3 path is for fixing the problem, in addition to the link, never instead of it.

What each variable means

These 12 placeholders appear in the templates above. Map each one to the matching field in your WhatsApp platform before you submit for approval.

Variable	What to put in it
`{{name}}`	The customer's first name.
`{{order_id}}`	Your order reference, as the customer sees it.
`{{item_name}}`	Name of the product.
`{{review_link}}`	Replace with the review link for this message.
`{{discount}}`	Discount value — a percentage or a flat rupee amount, matching the surrounding copy.
`{{code}}`	Coupon code the customer applies at checkout.
`{{owner_name}}`	Name of the owner or account manager signing off the message.
`{{business_name}}`	Your business name, exactly as it appears on your WhatsApp profile.
`{{service_name}}`	The service booked.
`{{store_name}}`	Your business name, exactly as it appears on your WhatsApp profile.
`{{expiry_date}}`	Date the coupon or points expire.
`{{shop_link}}`	Link to your storefront or catalogue.

Frequently asked questions

When is the best time to ask for feedback on WhatsApp?

For products, 24–48 hours after delivery — long enough to try the product, short enough that the experience is fresh. For services, the same evening as the appointment. Avoid asking the instant the courier marks delivery; the parcel may still be with a neighbour or security guard.

Can I offer a discount in exchange for a review?

Offer the discount as a thank-you for feedback to you, not as payment for a public review — Google and most marketplaces prohibit incentivised reviews. The clean pattern: collect the rating on WhatsApp, then invite only your 4–5 raters to leave a public review with no strings attached, and thank everyone with a coupon regardless of score.

Go deeper

Browse the full library

90 template sets and 488 copy-ready messages — across commerce, Indian festivals, finance, and industry starter packs. All free, all written for Meta approval.

All WhatsApp templates