FeedbackHub
WooCommerce feedback requests, sent on every order
A small WordPress plugin connects your shop to FeedbackHub. Once it is installed, every order that reaches the status you choose sends its customer a feedback request, with no further involvement from anyone on your team.
Roughly ten minutes, once
You need admin access to your WordPress site and a published feedback form in your FeedbackHub account. Nothing else.
Create the integration in FeedbackHub
Add an integration, choose WooCommerce as the provider, select the published form that requests should point at, and choose the channel. The account generates a unique webhook URL that identifies your store.
Install the plugin on your WordPress site
Upload the plugin file through Plugins, Add New, Upload Plugin, then activate it. It adds a settings section and does not alter your theme, your checkout or your customer-facing pages in any way.
Paste the webhook URL into WooCommerce
Go to WooCommerce, Settings, Advanced, FeedbackHub. Paste the URL into the Webhook URL field and save. That single value is what links the store to your account.
Choose the trigger status
Pick whether requests fire when an order reaches Completed or when it reaches Processing. Completed is the right default for physical goods, since it usually means the order has shipped or been collected. Processing suits digital products and services where payment marks the end of the transaction.
Place a test order
Order something small using an email address you control and move it to your chosen status. The request should arrive, and the integration's event counter in FeedbackHub should increase. Once that works, you are done.
The order payload, read for the parts that matter
When an order hits the trigger status, the plugin sends the order to your webhook URL. FeedbackHub reads the standard WooCommerce order shape and pulls out the billing email address, the billing phone number, the customer's first and last name and the order number.
The email or phone number determines who gets the request. The name personalises the message, so it opens with the customer's actual name rather than a generic greeting. The order number is stored as context against the resulting response, which means feedback can be traced back to a specific purchase later.
Nothing about the products, prices or payment details is required for the feedback request to work.
- Billing email address, for email requests
- Billing phone number, for SMS or WhatsApp
- First and last name, used in the greeting
- Order number, stored against the response
Practical details before you install
It does not touch the checkout
The plugin hooks into an order status change on the server side. It adds no scripts to your storefront, no fields to the checkout and nothing that could affect conversion or page speed for shoppers.
Refunds and cancellations
Requests fire on the status you nominate. Orders that never reach that status never trigger anything, so cancelled and failed orders stay quiet by default.
Backdated orders
Only orders that change status after the plugin is configured will fire. Historical orders are not sent retroactively, which avoids messaging hundreds of customers about purchases they made months ago.
Guest checkout
Guest orders work exactly like account orders, because the contact details come from the billing fields rather than from a user record.
Multiple stores
Run several WooCommerce sites by creating one integration per store. Each gets its own webhook URL, and each can point at a different form so the reporting stays separate.
Duplicate protection
If an order moves in and out of the trigger status, deduplication catches the repeat and the customer is not messaged twice about the same purchase.
Choosing between Completed and Processing
This is the one setting worth thinking about, because it decides what your customer is actually being asked about.
In a standard WooCommerce setup, Processing means payment has cleared and the order is being prepared. Completed usually means it has shipped or been collected. For a shop selling physical goods, asking at Processing means asking before the parcel has arrived, and the feedback you get back will be about your website and your checkout rather than about the product. That is useful information, but it is probably not what you set out to measure.
For digital products, downloads, memberships and most services, Processing often is the end of the transaction, and waiting for a Completed status that nobody ever sets means no requests ever go out.
If you sell physical goods and want feedback on the product rather than the purchase, trigger on Completed and set that status when the order ships. If your fulfilment process does not update statuses reliably, that is worth fixing first, because a feedback programme built on inaccurate order states will send requests at the wrong moment for the rest of its life.
If requests stop arriving
Check the integration's event counter and last event time in FeedbackHub first. If the counter is not moving, the store is no longer calling the webhook, and the cause is almost always one of four things: the plugin was deactivated during an update, the webhook URL was cleared by a settings import, the trigger status was changed, or the site was migrated and the plugin settings did not come with it.
If the counter is moving but no messages are going out, the payload is probably arriving without a usable email address or phone number, which happens with certain checkout customisations. That is a quick fix and we can confirm it from our side.
Get the WooCommerce plugin and a setup call
We will send the plugin, configure the integration with you, and place a test order together so you can see the whole path before it touches a real customer.