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After sales questionnaire is not received by the end customer


After sales questionnaires are sent after the purchase and may be the stage that provides the most useful feedback through e-satisfaction.com. You do not want to be missing that!

There are two types of after sales questionnaires, one for home delivery and one for store pickup. If the integration has been made correctly, you should be getting different questionnaires for this two different types of transactions. The troubleshooting process will be the same for both, so feel free to go through it for the questionnaire that is not working for you.

To confirm that everything is working, first of all make a purchase through your e-shop, note down the transaction id and the email you used and then go through the following troubleshooting steps.

Check 1: Check if the mail has been added to the queue

What is The Queue? This is a good question :) 

The queue is the place of the dashboard where you can see (and control) what messages are sent to your customers. This is the place you can see if a message, asking for feedback has been sent to a customer or if it will be sent or if its sending has been canceled or failed. The Queue can be found by going to the corresponding questionnaire -> Distribution, under the "Messaging" tab. In the following snapshot you can view how the pipeline screen looks. 

If everything has been correctly setup, you should see the email you used to make the purchase. Spot it and check the status

  • If in the Status column you see an grey "Pending" label, this means that the message is scheduled to be sent at some point in the future. You can check what time it is scheduled to be sent by clicking on the settings icon on the right side of the line.
  • If in the Status column you see a green "Completed" label, you must check your email, as the message has been sent. It would be wise to check your spam folder too and get in touch with us if you find the message been sent to junk.
  • If the status column you see a red "Canceled" label. It means that there was an issue during sending the emails. In this case, get in touch with us through c.success@e-satisfaction.com to examine this issue and help you with it. 

If you cannot find the transaction you just made in the Queue, it means that there might be something wrong with the integration or the questionnaire settings, so proceed to the following checks. 

Check 2: Validate that the questionnaire is active 

Once you login, go to the application that the issue appears and go to Application Settings -> Questionnaire Flows, where you should be seeing the two flows, store pickup and After Sales, as seen in the following snapshot for After Sales.

And these settings for Store Pickup

From these settings you will also be able to turn on / off the checkout questionnaire.

WARNING: In the case that you have chosen to go manually send after delivery and store pickup questionnaires, these settings will be displayed as inactive, as you control how these messages are sent. If you change it to active, mails will be sent both by you and e-satisfaction.com, so take extra care to cross check proper integration.


Check 3: Make sure that you have set a working messaging provider

Messaging provider is the tool/vendor that is used to send the messages. e-satisfaction.com provides by default Moosend.com as a messaging provider, but you can also set your own provider. 

To test if the provider is working properly, you should go to Application Home ->Application Settings and in the "Messaging Provider" box you should see the messaging providers that have been set up, as shown in the following snapshot

To test if the messaging provider is working, click on the "Test" icon, add an email that you want a test message to be sent and click "Test". If everything is working properly you should see a green success box, as shown in the snapshot below and also receive an empty email at your mailbox.

If a red error box with is displayed on the top right, get in touch with us to troubleshoot your issue. 

Check 4: Validate that you have entered the correct Questionnaire ID and Application ID during the integration (only for API integrations)

If you have selected to send the messages through our API calls, you should make sure that the correct Application IDs and Questionnaire IDs have been set up in your integration process. You can find them in the following locations:

Application Home -> Application Settings -> Application ID 

Application Home -> Questionnaire -> Questionnaire Settings -> Questionnaire ID

To be sure that the integration has been correctly completed please validate that during the integration you have entered the correct IDs. 

Final Check: Reach for help

Okay, we admit it. The after delivery stages are really important and sometimes things get complex as we want these stages to be fully controlled. If after the above mentioned checks you still face issues with the after delivery / store pickup questionnaires you can reach us at c.success@e-satisfaction.com or just send us a message through the chat box you can see on the right of your screen.


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