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How to View and Manage Feedback Requests

This gives you complete visibility and real-time control over every customer review invite sent across Email, SMS, WhatsApp, and In Mail. By monitoring delivery states, resolving failed attempts, and managing pending invites, you protect customer trust and ensure maximum review collection rates.

TABLE OF CONTENT

  • Overview

  • Benefits

  • Get Started

  • Pro-Tips

  • Summary

 

Overview

Collecting customer feedback is critical to building social proof and driving conversions, but delivery bottlenecks—such as typos in contact details, unexpected customer opt-outs, or timing mismatches—can cause valuable reviews to slip through the cracks.

The Manage Feedback Requests tool in the Feefo Hub solves this by acting as your operational control centre for customer communications. From a single interface, you can track the status of individual feedback requests, verify message delivery across your active channels, resend failed messages, or cancel pending requests before they reach your customers.

 

Benefits

  • Protect Response Rates: Identify and resolve delivery failures to rescue missed feedback opportunities and increase your review response rate by up to [X%].
  • Omnichannel Delivery Visibility: Track sent, queued, and pending requests across Email, In Mail, WhatsApp, and SMS from one location.
  • Rapid Customer Query Resolution: Locate individual customer records instantly using Order References to confirm whether and when an invite was dispatched.
  • Guard Brand Reputation: Cancel or delete pending requests for cancelled, returned, or sensitive orders before messages go out, reducing customer friction by [X%].
  • One-Click Re-engagement: Trigger manual resends with automatic counter resets to re-engage customers who experienced temporary inbox or carrier delivery issues.

 

Get Started

  1. Log in to the Feefo Hub 
  2. In the main navigation menu, go to Collection > Manage Feedback Requests.
  3. Select your desired Channel (e.g., Email, WhatsApp, SMS, or In Mail) and Request Type from the dropdown filters. (Note: You can view one channel and request type at a time).
  4. Refine your view by selecting a specific Campaign or Status (Sent, Queued, or Pending).
  5. To locate an individual customer, enter their Order Reference into the search field.
  6. Review the delivery status and use the action buttons to Resend or Delete requests as needed.

 

Pro-Tips

  • Search by Order Reference: The quickest and most reliable way to locate a specific customer’s request is by searching for their unique Order Reference rather than customer name or date.
  • Updating Email Addresses: If you notice a typo in a pending customer's email address, the best practice is to delete the pending request and re-upload the sale with the correct email address. Updating an email address directly in the Hub on a new customer record can cause a 'Problem resending feedback request' error because the profile has not yet been registered in the database.
  • Bulk Deletions Caution: Using the Delete all pending bulk option removes the entire sale record from Feefo alongside the request. Only use this if you want to completely remove the sales transaction from your reporting.
  • Understanding 'Suspended' Status: If requests appear as Suspended, check your campaign configuration—this occurs when the associated campaign has been set to no longer process new requests.
  • Customer Opt-Outs & Re-uploads: Feedback requests are determined by the customer's opt-in status at the exact moment of upload. If a customer is opted back in after a sale has already uploaded, a request will not generate automatically; you will need to re-upload the sale record.
  • Delivery Retry Limits: Feefo automatically halts delivery after 5 failed attempts (such as timeouts or rejected addresses). Clicking Resend manually resets the failure counter to zero to re-attempt delivery.

 

Summary

Manage Feedback Requests gives you complete visibility and real-time control over every customer review invite sent across Email, SMS, WhatsApp, and In Mail. By monitoring delivery states, resolving failed attempts, and managing pending invites, you protect customer trust and ensure maximum review collection rates.