MoraselCollect Shopify customer feedback on WhatsApp, and act on the low scores
Send a single rating question after a delivery, a resolved support case, or a closed return or refund. A low score opens a Care ticket automatically, and every result lands on the customer's record — not a spreadsheet nobody checks.
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Feedback
What breaks when feedback lives outside the conversation
Without a feedback loop built into WhatsApp, a bad delivery or a rushed support reply goes unnoticed until the customer leaves a public review — or just stops ordering.
- A customer has a bad delivery experience and nobody at the store hears about it until the next order never comes
- A support case closes and no one checks whether the customer was actually satisfied with the outcome
- Feedback that does arrive sits in a spreadsheet or inbox, disconnected from the order or ticket it's about
- A frustrated customer's reply gets read as routine feedback instead of the reopened Care case it should trigger
What Morasel keeps for every feedback request
One record per request, tied to the order, ticket, or return that triggered it.
- Trigger event
- The Shopify or Care event that started the request — a resolved support ticket, a fulfillment marked delivered, a closed return, or an issued refund.
- Rating
- The customer's single-question response, on the scale you configure, stored against the order and customer record.
- Free-text response
- Any comment the customer adds alongside the rating, kept with the same order and ticket reference.
- Escalation state
- Whether a low rating opened or reopened a Care ticket, and which agent owns it.
- Review routing
- Whether an eligible positive response was offered your configured public review link.
- Consent basis
- The WhatsApp consent that allowed this request to be sent, recorded against the customer.
What happens between an event and a rating
The same sequence runs whether the request follows a delivery, a support case, or a return.
A trigger event fires
A support ticket resolves, a fulfillment is marked delivered, or a return or refund reaches its closing state.
The one-question request sends
A single rating question goes out on an approved WhatsApp template, referencing the specific order or ticket.
The customer responds
A rating comes back, with or without a free-text comment.
A low score opens a Care ticket
A rating under your configured threshold creates or reopens a ticket, tagged with the order and the original context.
A high score can route to a review
An eligible positive response is offered your store's public review link — never published without that step.
The result lands on the customer record
Every rating and comment is saved against the customer and order, visible to your team.
What a feedback exchange looks like
One question, one answer, and a ticket opened automatically when the score is low.
What the team sees
Every rating lands next to the order or ticket it's about, not in a separate feedback tool.
- Every rating and comment, tagged to its order, ticket, or return, on the customer's record
- An automatic ticket for any rating under your configured threshold, with the original context attached
- Which positive responses were offered a review link, and whether they used it
- Feedback trends by trigger type — delivery, support, product, or return
Who approves what
Feedback requests and review routing follow the same rules on every trigger.
- Only a Meta-approved template is used for a feedback request; no request goes out as free-form text
- Which trigger events ask for feedback — delivery, support, product, or return — is a merchant setting, not automatic for every event
- A positive response is only offered your review link once you configure a destination; there is no default one
- A low score always opens or reopens a Care ticket — that path cannot be turned off
What this does not do
Morasel does not call this a Net Promoter Score unless your question, scale, and calculation match the NPS methodology, and it does not publish any response as a public review without your approval and a configured destination. Morasel is not a native Shopify reviews app — it collects feedback and routes it to the review destination and Care workflow you set up.
Start collecting feedback that actually reaches your team
Connect your Shopify store to send a one-question rating after delivery, support, or a return — with low scores opening a Care ticket automatically.
Customer feedback questions
What triggers a feedback request?
A resolved support ticket, a delivery confirmed by Shopify, or a return or refund reaching its closing state — each is a separate, merchant-configured trigger.
What happens when a customer gives a low rating?
A rating under your configured threshold opens or reopens a Care ticket automatically, tagged with the order and the original context, so a low score is never just a number in a report.
Can Morasel publish a customer's feedback as a public review?
Only for an eligible positive response, and only after you configure a review destination. Morasel is not a native Shopify reviews app, and nothing is published without merchant approval.
Where does the rating end up?
On the customer's record, tied to the order, ticket, or return that triggered the request — visible to your team alongside everything else about that customer.
Can I call this an NPS survey?
Only if your question, scale, and calculation match the actual NPS methodology. A single delivery or support rating on its own is not an NPS score.
Are feedback requests charged per review collected?
No — reviews are not priced one by one. Feedback runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request. WhatsApp usage is billed separately from a prepaid wallet at Meta's official rates.