CSAT Feedback WhatsApp Template for Ecommerce
Ask for a satisfaction rating the moment it matters — right after a delivery, a return, or a support resolution — using a ready-made, Meta-compliant WhatsApp CSAT template built for Indian ecommerce brands. It ships with the correct utility category, tap-to-answer quick-reply buttons, and personalisation variables so each message reads like a genuine 1:1 check-in, not a survey blast. Copy the body below, drop in your customer's name and order, and start collecting structured feedback inside the free 24-hour service window with InfiQ.
Variables
{{1}}= Priya{{2}}= #IQ48213{{3}}= UrbanThread
Verified business
10:24
Preview · as customers see it
When to send a CSAT check-in
CSAT (Customer Satisfaction) works best when it is tied to a concrete, recent event so the customer knows exactly what you are asking about. For ecommerce, the highest-signal moments are the first few hours after an order is marked delivered, immediately after a return or exchange is completed, and right after a support ticket is closed. Sending at these moments keeps the interaction inside the free 24-hour service window that opens when a customer messages you, and it captures impressions while the experience is fresh rather than days later when memory fades. Because the message references a real transaction, it stays firmly in the utility lane and gets read almost instantly on WhatsApp — far higher engagement than an email survey buried in a promotions tab.
- After a delivery is confirmed — measure the whole fulfilment experience
- After a return, refund or exchange closes — catch friction early
- After a support chat or call ends — track service quality per agent
- Skip repeat sends to the same customer within a short window to avoid fatigue
Personalise it so it reads 1:1
The three variables turn a generic prompt into a message that feels written for one person. {{1}} carries the customer's first name, {{2}} references the exact order ID so there is no ambiguity about which purchase you mean, and {{3}} names your store or brand for trust and recall. Keep the tone warm and low-effort — the ask is a single tap, not a paragraph of typing. Map each quick-reply button to a clear next action in your flow: a Great response can trigger a thank-you and an optional review-link follow-up, while an Okay or Poor response should route the conversation to a human agent or a short 'what went wrong?' branch so a dissatisfied customer is recovered before they churn or post a public complaint. Sending in the customer's preferred language — Hindi, Tamil, Bengali or others — noticeably lifts response rates for Indian audiences.
- {{1}} — customer first name (e.g. Priya)
- {{2}} — order or reference ID (e.g. #IQ48213)
- {{3}} — your store or brand name (e.g. UrbanThread)
- Wire Poor/Okay replies to a human handover, not a dead end
Getting it approved as Utility
Submit this template under the Utility category because it is transactional and tied to a specific action the customer took. The single most common reason a feedback template gets rejected or reclassified is slipping promotional language into the body — a discount, a coupon, an upsell or a 'shop now' nudge instantly pushes it into the Marketing category and, at worst, triggers a rejection. Keep the wording strictly informational: reference the order, ask for the rating, and stop there. Provide realistic sample values for every variable when you submit, avoid ALL-CAPS shouting and excessive emoji, and make sure the quick-reply button labels stay short and neutral. Well-formed utility templates are typically reviewed and approved within a day, and InfiQ's template management flags likely-rejection wording before you submit so you are not stuck in a resubmission loop.
- Category: Utility — never Marketing for a pure feedback ask
- No offers, coupons or promo language anywhere in the body
- Fill in sample values for {{1}}, {{2}} and {{3}} at submission
- Keep button labels short, neutral and clearly distinct
What it costs to send
Since Meta moved off per-conversation billing on 1 July 2025, WhatsApp charges per delivered message according to the template's category. This CSAT template bills at the utility rate — one of the lower rate bands — for every message that is delivered. On top of Meta's live rate card, InfiQ applies its own transparent ₹ pricing (ex-GST), so what you see on your dashboard is what you pay, with no per-conversation surprises. Because a good CSAT programme deflects support tickets, surfaces at-risk customers early, and feeds your reviews and repeat-purchase engine, the utility-rate spend on these messages typically pays for itself many times over. Use the pricing page or a cost estimate to model your monthly ecommerce volume against the current utility rate before you scale it.
- Billed per delivered message at the utility rate (not per conversation)
- Meta's live rate card + InfiQ's transparent ₹ pricing, ex-GST
- Free to receive replies inside the 24-hour service window
Variations you can copy
Start from the standard template, then adapt it to your journey. A shorter build trims to the core question plus a single {{1}} name variable for the fastest possible send and highest completion. A CSAT-plus-NPS build follows a Great tap with a second template inviting a public review or a referral, keeping the two asks separate so each stays compliant. And a regional-language build recreates the exact same utility structure in Hindi, Tamil, Telugu, Bengali or Marathi — each language version is a separate template that needs its own approval, but the category and variable logic stay identical. Whatever variation you pick, resubmit any edited wording for approval before it goes live.
- Shorter: core question + one {{1}} name variable only
- CSAT + review: chain a follow-up template after a Great rating
- Regional: same structure, localised copy, separate approval per language
InfiQ vs Email CSAT survey
| InfiQ | Email CSAT survey | |
|---|---|---|
| Where it lands | WhatsApp — opened almost instantly | Inbox, often the promotions tab |
| Effort to answer | One tap on a quick-reply button | Click through to a web form |
| Typical response rate | High — conversational and immediate | Low — surveys are easy to ignore |
| Recovery of unhappy customers | Instant handover to a live agent | Delayed or never followed up |
| Billing | Utility rate per delivered message | Cheap to send but low signal |
Like this template? Send it live in 24 hours.
Frequently asked questions
Which category should I submit this template under?+
Does a CSAT feedback template need opt-in?+
Can I edit the wording of the template?+
How soon can I start sending after approval?+
How is this template billed?+
Will adding a discount get it rejected?+
What happens when a customer taps Okay or Poor?+
Can I send this in Hindi or other Indian languages?+
Start collecting CSAT on WhatsApp
Get this utility template approved and live with InfiQ — an official Meta Business Partner with transparent ₹ pricing and full BSUID ownership — and start turning every delivery into a one-tap rating.