Reply, reward, and resolve guest feedback on one screen

You can now read a guest's complaint, write your reply, attach a reward, and close the case in a single window without unnecessary clicks.

What is it?

A redesigned Order Feedback inbox, live now for every merchant. Your case list, the guest conversation, and the context you need to act on it all sit on one screen. You read the comment, reply, attach a reward if you want to make it right, and resolve the case in one action.

Why it matters

• Full context and fast resolution. The guest's comment stays on screen while you write your reply. Attach an offer or points to your reply, or send a reward on its own with no message at all.

• Context right at your fingertips. The conversation sits alongside the guest's profile, their recent feedback history, and the order's full itemized breakdown inline instead of behind a receipt link.

• Your reply stays in the thread. Anyone on your team who opens the case later can see what was said and what was sent.

• Filter down to what needs you. Source, status, rating, and location, with each location's RecoveryAI on/off status shown right in the picker.

How it works

1. Go to Operations → Order Feedback → Feedback in your dashboard.

2. Pick a case from the list. It opens with the conversation and your response box inline.

3. Type your reply, and attach an offer or points if you want to.

4. Click Send email and resolve. The case moves to Resolved and the list advances to the next one.

To close a case without writing to the guest, use Mark as resolved in the case header.

Need to pick a case back up? Unresolve it and keep working. Reopening never takes back a reward the guest already received, and it never sends an email on its own.

Permissions. View-only users can read, filter, and browse every case but can't reply or resolve. Users without reward-issuing permission can reply but can't attach an offer.

Same inbox, two doors

For customers piloting RecoveryAI, Feedback tab and RecoveryAI's Escalations tab are the same inbox, with the same tools to review, respond, and resolve. The only difference is where each one starts: Order Feedback opens on your non-RecoveryAI feedback, Escalations opens on RecoveryAI escalations. Learn one and you know the other.

A location that switched on RecoveryAI can still have open comments from before the switch, and those stay under the non-RecoveryAI filter. RecoveryAI never had those conversations, so it won't resolve them. They need to be worked by hand.

FAQs

Do I need to turn anything on?

No. The new inbox is live now for all merchants.

Can I send a reward without writing a message?

Yes. A reward on its own is a valid reply.

What does the guest receive when I resolve a case?

At most one resolution email per case. If you already replied or granted a reward, no separate "your issue was resolved" notice follows. A case resolved with no message and no reward sends nothing at all.

Can I reopen a case I already resolved?

Yes. Unresolve it and it returns to your open list. Reopening never claws back a reward the guest already received, and it never sends an email by itself.

Why don't I see thumbs-up ratings in my open list?

A positive rating has no "needs response" state, so it's categorized as Resolved the moment it's logged. The rating filter also defaults to comments only, since a rating with nothing written is rarely actionable. Switch it to show every rating.

Why can't I find the "Order feedback" filter option?

Because RecoveryAI is on at every one of your locations. In that state the source filter collapses to "RecoveryAI Escalations" and "All." If you go back to a partial rollout, the option comes back.

Someone on my team says the reply box is broken.

It's disabled by design for view-only access. They can still read, filter, and browse every case. Replying and resolving need the respond-to-feedback permission.