Courier company · Orders

Recipient rating

The single-use rating link sent to the recipient after delivery; turning it on, message templates, ratings on orders and courier cards, the Ratings report, the low rating alert and the effect on courier suggestions.

Some time after delivery, the recipient of the shipment gets a link by SMS or e-mail. The recipient opens the link, gives 1–5 stars and may write a short comment. You see your couriers' service through the recipient's eyes.

• The feature is off by default; you turn it on.
• The link is single-use: the recipient rates once and cannot change it later.
• The recipient does not need to sign in; opening the link is enough.

Turning it on

1. Go to the Settings page.
2. Open the Recipient rating tab.
3. Turn on Recipient rating on.
4. Change these three values if you like:

• Send how many minutes after delivery? Default 60 minutes (10 to 1440). We wait a little so the recipient can open the package.
• Link valid for how many days? Default 7 days (1 to 30). After that the link no longer opens.
• Low rating alert: Default 2. When a score at or below this arrives, staff on the panel get an instant alert.

1. Press Save.

Good to know:

• The link goes only to orders delivered after you turned it on. No bulk sending to old deliveries.
• Orders imported from the old system get no link.
• The link goes only to the recipient, never to the customer who placed the order (the sender).
• If the recipient is a registered customer who turned SMS or e-mail notifications off, nothing is sent to them.

Message templates

You can change the text sent to the recipient.

1. Go to Settings › Notifications.
2. Find the Rating request row in the event list.
3. Open the SMS or E-mail template.
4. Edit the text. The {rating_url} variable must stay in the text; the link is written in its place.
5. Press Save.

Tips:

• If you do not want to send on a channel at all, turn off Send on this event in that template.
• The link cannot be put in the e-mail subject.
• If you write an English text, recipients whose language is English get that one.
• These templates cannot be selected for webhooks.

Rating on the order

On the detail page of a delivered order you see the Recipient rating card (when the feature is on and the sending time has come).

• If the recipient rated: the stars, the rating time and the comment, if any.
• If not yet: the link status and its expiry time.
• Not sent (recipient unreachable): the recipient has no phone or e-mail, does not want notifications, or both templates are off.

Courier rating

When you open a courier on the Couriers page, the Recipient rating card is on the right.

• Average and number of ratings for the Last 90 days and All time.
• Bars showing how many of each star were received.
• The Ratings link opens the report filtered to this courier.

The courier also sees their own average in the mobile app; they do not see comments or recipient details.

Ratings report

The Ratings page in the left menu lists all ratings, newest first.

1. Pick a date range, a courier or a score range (e.g. only 1–2 stars).
2. The branch comes from the branch selector in the top bar.
3. The average and distribution of the filtered ratings appear at the top.
4. Press the order number to open the order detail.
5. Export to Excel downloads the list as CSV (up to 20,000 rows).

Rows at or below the low threshold are shown in red.

Low rating alert

When a score at or below the threshold arrives, a red alert appears at the bottom right of the screen for staff with the panel open.

• The alert shows the score and the order number; press it to open the order.
• Only staff who can see orders get it; branch-scoped staff only get alerts for their own branches.
• The alert is not sent as an e-mail or phone notification; ratings that arrive while the panel is closed are on the Ratings page.

Effect on courier suggestions

The courier suggestion in the "Assign to courier" window uses the recipient rating as a small factor.

• For a courier with at least 3 ratings in the last 180 days, the suggestion score rises slightly if their average is above your company average and drops slightly if below.
• A courier with few ratings neither gains nor loses.
• Set the weight with the Recipient rating slider in Couriers › Courier suggestions (0 turns it off, default 1). Auto-assignment uses the same score.

Having trouble?

• The recipient gets no link: Check that the switch in Settings is on, the recipient has a phone or e-mail, and the templates are not turned off. The Notification log shows what was sent.
• The recipient sees "Invalid link": The link may have expired or the delivery may have been reverted.
• A wrong rating was given: Ratings cannot be changed or deleted; sort it out by talking to the recipient.