Guest Feedback: Hear About Problems the Same DayBeta

After an order, OpenPOS sends the guest a short survey that fits how they ordered. A low rating opens a case in your Feedback inbox with a sorry ready to approve, and credit when your rules call for it.

Where to find it

Store Settings › Services › Feedback & Reviews. Cases land in Feedback on CUSTOMERS › Customers.

1. Choose Customize on Feedback & Reviews.
2. Turn on Text message to ask by text too; email is on to start.
3. Keep Best time for each guest, or set Fixed times.
4. Under Make it right, set the most credit a case can offer, and when.
5. Choose Save.

Good to know

• Each order is asked once. Emails are free; texts cost about 3¢ each from ADMIN › Store Credit, your prepaid balance. Delivery-app and catering orders aren't asked.
• A case shows what the guest said and what happened on the order. Choose Approve and send, edit it, or decline.
• Any credit goes on the guest's account as store credit and always waits for a person. The sorry does too, unless you turn on Send the sorry message without waiting.
• The Owner alert emails the owner each low rating, with a link to the case.
• The thank-you screen's Google review button is on to start. Today it shows only to guests who rate 4–5 stars.

If something's not working

• Guests aren't asked? Check they left a phone or email; a guest asked recently waits (see When we ask). For counter guests with neither, turn on QR code on printed receipts.
• No texts going out? Turn on Text message and check your balance on ADMIN › Store Credit.
• Can't approve? Only owners, admins and managers can.
• Still stuck? Email [email protected].