Customer ratings are linked to individual orders. Customers can rate an order only after it has reached the Delivered status, so keeping order statuses current is important if you want eligible customers to see the rating option.
When customers can rate an order
After an order is placed, its items, prices, customer choices, and recorded customer or delivery data cannot be edited. Order status is the merchant-side field that can be changed. Set the order to Delivered when it has been delivered; this is the status that enables the rating action for an unrated order.
Customers see their orders in My Orders for the outlet they are currently viewing. An order card can show its status, placed date and time, total, item thumbnails and quantities, and available actions.
The Rate Order action appears on an order card only when both conditions are met:
- The order status is Delivered.
- The customer has not already rated that order.
If an order has another status, Rate Order is not shown. After the customer submits a rating, the normal Rate Order action is no longer available for that order.
What the rating form collects
The rating form is tied to the specific order. It can collect feedback across several dimensions, including:
- Product Quality
- Product Accuracy
- Delivery Experience
- Packaging & Condition
- Platform Experience
- An optional written note
These dimensions let customers comment on different parts of their order experience rather than providing only a general rating.
Requesting feedback from a customer
On the merchant order page, you can use Request Feedback to prepare a WhatsApp message for the customer. MENO opens your WhatsApp with a prefilled message that includes an order rating or review link. Review the message, then tap Send in WhatsApp to send it to the customer. The customer can open the link to access the rating page.
MENO does not send the WhatsApp message automatically. Sending remains a merchant action in WhatsApp.
The feedback request link can currently be used once per order. The link relates to that order, so use it when you are ready to invite feedback for the specific completed purchase.