Summary
Delivery Experience Ratings let shoppers rate their delivery on the Tracking Page, pick a reason category and leave a comment. The ratings dashboard shows the average rating, its trend, the most selected categories and the share of shipments rated, per Tracking Page and for the last 14 days.Who it’s for
Customer experience and logistics teams that want to hear about a bad delivery from the shopper before it becomes a complaint, and to compare delivery satisfaction across carriers, markets and Tracking Pages.Key benefits
- Feedback at the moment of delivery. The rating prompt sits on the Tracking Page, and delivery feedback notifications can invite the shopper 2, 12 or 24 hours after delivery.
- Reasons, not only stars. Shoppers choose from categories you configure per Tracking Page, so the dashboard shows what went wrong, not only how often.
- Trends per Tracking Page. Each Tracking Page reports its own average, number of ratings and change against the previous 14 days.
- Ratings sit on the shipment. Score, reason, timestamp and comment appear in the shipment’s parcel details, and Shipment Overview can be filtered by rating and rating category.
- Act on a rating. Notifications can tell your team when a new rating arrives, and each comment links to the rated shipment.
How it works
The dashboard
The dashboard covers the last 14 days and refreshes when you open or reload the page.Per Tracking Page
The Tracking Page overview lists every active Tracking Page with ratings enabled, with its language, the number of ratings in the last 14 days, the average rating and the change against the previous 14 days. You can search by Tracking Page name. Selecting a Tracking Page opens a side panel with its average rating, every configured category with its count, and the 25 most recent comments in chronological order. Selecting a tracking ID in a comment opens the shipment’s parcel details.Ratings on the shipment
A shipment’s parcel details show the rating score, the reason category, the timestamp and the comment. In Shipment Overview you can filter and add columns for Rating and Rating categories, and export the result.Asking for a rating
The delivery feedback triggers in Delivery Notifications send a message 2, 12 or 24 hours after a shipment is delivered or collected, inviting the shopper to rate the delivery on the Tracking Page. Rating categories are configured per Tracking Page through your account team.Set up in the portal
Go to Post-Purchase > Rate.- Read the dashboard for the last 14 days and select a Tracking Page in the overview to open its categories and recent comments.
- To change the rating categories or the prompt on a Tracking Page, contact your account team with the Tracking Page name.
- To be told about new ratings, create a notification in Post-Purchase > Notifications with a delivery feedback trigger for shoppers, or ask your account team about rating triggers for your team.
- To analyse ratings beyond 14 days, use Reports & Analysis or filter Shipment Overview by rating and export.
Use via API and MCP
- The rating is part of the shipment: the MCP tool
get_shipment_detailsreturns it as an extra detail. See MCP tools.