WhatsApp feedback request templates
A WhatsApp feedback request asks about one specific order or conversation, takes one tap or one line to answer, and is sent soon after delivery. Below are 10 templates to copy for delivery, product, packaging and support feedback. AeroChat sends them when an order is delivered or a chat is resolved and acts on the reply in the same chat.
What a feedback request should do
Ask one question at a time. A number from 1 to 5 or a single line is easy to answer on a phone. Ask a second question only if the first answer calls for it.
Feedback is private and for you. If you want a public review on your store or a review app, use a review request instead. See WhatsApp review request templates.
The WhatsApp rules that apply
If the customer messaged you in the last 24 hours, you can send any of these as a free-text reply. Outside that 24-hour customer service window, a business-initiated message needs an approved template. These messages fit Meta’s utility category when they are about the customer’s own order or account and contain nothing promotional. Meta’s guidelines say utility templates must not promote products, upsell, cross-sell or include offers. A template that mixes an update with a promotion is classed as marketing. See the WhatsApp message templates guide, WhatsApp message templates and template approval.
Source: Meta’s WhatsApp template category guidelines on developers.facebook.com, as of November 2026.
Meta’s guidelines treat a feedback survey as utility only when it refers to the customer’s specific order or interaction. A generic survey is not utility. Name the order in every template you send outside the 24-hour window.
10 WhatsApp feedback request templates to copy
Copy a template, change the wording to match how your store talks, and keep the variables in double curly brackets. AeroChat fills them from your store data when it sends the message.
1. Delivery rating
Use a day after the order is delivered.
Hi {{customer_name}}, your order {{order_number}} from {{store_name}} was delivered on {{delivery_date}}.
How did it go? Reply with a number from 1 (poor) to 5 (great).
2. Product feedback
Use a few days after delivery, once the customer has used the product.
Hi {{customer_name}}, how are you finding the {{product_name}} from order {{order_number}}?
Reply with one line. We read every answer.
3. Fit and size feedback
Use for clothing and shoes, where fit data helps other customers.
Hi {{customer_name}}, how does the {{product_name}} in size {{size}} fit?
Reply SMALL, RIGHT or LARGE. It helps us improve our size guide.
4. Packaging feedback
Use when you have changed your packaging or ship fragile items.
Hi {{customer_name}}, did your order {{order_number}} arrive in good condition?
Reply YES, or tell us what was damaged and we'll put it right.
5. After a support chat
Use after your team or AeroChat has resolved a question.
Hi {{customer_name}}, thanks for chatting with {{store_name}} about order {{order_number}}.
Did we solve your question? Reply YES or NO.
6. Follow-up to a low score
Use when the customer replied with 1 or 2.
Sorry to hear that, {{customer_name}}. What went wrong with order {{order_number}}?
Tell me here and I'll see what we can do to fix it.
7. Follow-up to a high score
Use when the customer replied with 4 or 5.
Thank you, {{customer_name}}. We're glad order {{order_number}} went well.
Is there anything we could do better next time? A short reply is fine.
8. First order feedback
Use after a new customer’s first delivery.
Hi {{customer_name}}, thanks for your first order with {{store_name}}.
Was everything as you expected? Reply with a number from 1 to 5.
9. Subscription feedback
Use after a few deliveries of a subscription.
Hi {{customer_name}}, you've had {{delivery_count}} deliveries of {{product_name}} so far.
Is the timing right for you? Reply YES, MORE OFTEN or LESS OFTEN.
10. Delivery experience after a delay
Use after a late order finally arrives.
Hi {{customer_name}}, your order {{order_number}} took longer than we promised. Sorry again for that.
How was the rest of your experience? Reply with a number from 1 to 5.
Send these automatically with AeroChat
AeroChat sends each request when the matching event happens in your store platform, such as Shopify, WooCommerce or Wix or in AeroChat, and reads the reply as it comes in:
- Delivery, product, packaging and first-order feedback: sent a set number of days after the order is marked delivered.
- After a support chat: sent when a conversation is resolved in AeroChat.
- Low scores and damage reports: AeroChat asks what went wrong, then starts a replacement, refund or return within your limits, or hands it to your team with the details.
- High scores: AeroChat thanks the customer and can follow with a review request where you want public reviews.
- Every answer: saved against the order or customer so your team can read the results.
See WhatsApp feedback.
Related
- WhatsApp feedback
- WhatsApp review request templates
- WhatsApp review requests
- Review requests after delivery
- WhatsApp complaints
- WhatsApp message templates guide
Questions
Is a feedback request a utility template?
Meta’s guidelines class a feedback survey as utility when it refers to the customer’s specific order or interaction. A general survey not tied to an order is not utility. Include the order number and keep promotions out.
When should I send it?
A day or two after delivery for the delivery experience, and a few days later for the product itself. Right after a support chat for support feedback.
What does AeroChat do with a bad score?
It asks what went wrong and fixes what it can within your rules, such as sending a replacement or starting a return. Anything outside your limits goes to your team with the full chat.
How many feedback messages are too many?
One request per order is a good limit. If you also ask for a review, wait until the customer has given a good score.
Hear from customers after every order
Connect your store and WhatsApp number, and AeroChat asks for feedback after delivery and acts on the answers in the same chat. Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.