WhatsApp reviews for Shopify is a way of asking customers to rate their order inside WhatsApp, where they already talk to your store, instead of sending them to a review page they will probably never open. You then choose which of those WhatsApp product reviews appear on your Shopify store.
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Cartsaver's Reviews & Surveys does this in two moments: a one-tap experience survey in your order notifications, and a review request after delivery that collects a star rating, a comment and a photo, with a Buy It Again button in the same message. Cartsaver is a Built for Shopify app by Xtnd that confirms cash on delivery orders on WhatsApp or SMS before you ship, then uses the same WhatsApp conversation for order updates, abandoned cart recovery, one-tap cross-sells, reviews and campaigns, through the official WhatsApp Business API. This guide is for Shopify merchants who want more real reviews, and better feedback, without adding a separate reviews app and a separate messaging tool.
How do I collect product reviews on WhatsApp for Shopify?
Cartsaver does it with its Order Follow-Up. Choose a delay of 1 week to 3 months after the order; if the order is fulfilled by then, the customer gets a WhatsApp message to rate it with stars, a comment and an optional photo. You publish the reviews you pick through Cartsaver's Order Reviews theme block, no separate reviews app needed.
The reviews stay in Cartsaver: they are not sent to a third-party reviews app such as Judge.me. Each review is for the whole order, not for one product, so the Order Reviews block shows the same published reviews on every page where you add it. On the Ultra and Elite plans you can send customers to your Google reviews page instead.
Why collect reviews on WhatsApp?
A review link that opens a web page is easy to ignore among dozens of other messages. A request inside WhatsApp asks the customer to tap a star in a chat they already have open with your store, with no app to download and no account to create, and it only reaches real buyers.
Most Shopify reviews apps ask for a review through a link that opens a web page. For many stores in Egypt, the Gulf, Pakistan and India, that link competes with dozens of other messages and is easy to ignore. A review request inside WhatsApp asks the customer to tap a star in a chat they already have open with your store, then add a comment or a photo on a screen that opens inside WhatsApp. There is no app to download and no account to create.
The same conversation already carries the order confirmation and WhatsApp order notifications, so the customer knows who is asking. And because the request goes to people who actually received a fulfilled order, the reviews you collect come from real buyers.
How does Cartsaver collect WhatsApp reviews?
Cartsaver asks for feedback twice. The order received and order fulfilled messages carry a Rate Experience button for a one-tap survey about the purchase and where the customer heard about you. Then, 1 week to 3 months after the order, a review request collects a star rating, a comment and a photo, with Buy It Again.
Watch the WhatsApp reviews walkthrough (Arabic).
| Experience survey | Review request after delivery | |
| When | In the order received or order fulfilled message | 1 week, 2 weeks, 1 month or 3 months after the order is created, if it is fulfilled by then |
| What it asks | A rating of the purchase experience and how the customer heard about you | A star rating, what needs work, a comment and an optional photo |
| Extra | Responses for your eyes only, never shown on your storefront | Buy It Again in the same message |
| Where results go | The Reviews Center, Shopping Experience tab | The Reviews Center, then your storefront if you publish them |
1. The experience survey
Cartsaver's order received and order fulfilled messages on WhatsApp include a Rate Experience button next to the order details and your contact button. One tap opens a short screen inside WhatsApp with two questions: how the purchase experience was (from Excellent to Very Poor, stored as 5 to 1 stars) and how the customer heard about your store (Facebook, Instagram, TikTok and other channels).
The answers land in the Shopping Experience tab of the Reviews Center with the order number, phone, rating, comment, channel and date. They are for your internal insight only and never appear on your storefront. The channel answer is useful on its own: it tells you which platforms bring in your buyers, in their own words, which is hard to get any other way on a COD store.
Survey responses sit in the Shopping Experience tab of the Reviews Center, next to Order Reviews.
2. The review request after delivery
The review request is part of Cartsaver's Order Follow-Up. You choose when it goes out: 1 week, 2 weeks, 1 month or 3 months after the order is created. It is only sent if the order is fulfilled and not cancelled on that day (an order still unfulfilled then is skipped), so cancelled orders are never asked for a review, and it is held overnight in the customer's local time. A good rule: if delivery takes 3 to 5 days, send it about 2 weeks after the order, so the customer has had time to use the product.
The message greets the customer, names their order number and how many items it had, and offers two buttons:
- Rate your order: opens a review screen inside WhatsApp with a star rating. Lower scores show a quick "what needs work?" choice (product quality, packaging, delivery time, the delivery associate, or other). The customer can then add a written comment, attach one photo, and say whether they are happy for their review to be featured.
- Buy It Again: opens your store with a cart already filled with the same products, for an easy reorder (see WhatsApp Buy Again messages). You can add an optional discount to make it more tempting.
Customers who give 4 or 5 stars are then sent their order items again shortly afterwards, so a happy customer is one tap from ordering more.
What the video covers
- 0:00 Intro and setup: enable the Order Follow-Up card and choose when the review request is sent, from 1 week to 3 months after the order.
- 0:16 Discount for repeat orders: optionally add a percentage or fixed-amount discount to Buy It Again to bring the customer back. Create the same promo code in Shopify first, or the discount is not applied.
- 0:52 What the customer sees on WhatsApp: a message to rate the order with stars, a comment and a photo, plus a Buy It Again button for an easy reorder.
- 1:08 Reviews Center: read every review that came in and choose which ones to publish on your store.
- 1:21 Showing reviews on your store: add the Cartsaver Order Reviews block in the Shopify theme editor where you want reviews to appear, then save.
The Reviews Center: choose what gets published
How many customers answer? In our review request response rate case study, about 12% of customers across 53 stores rated their order on WhatsApp, averaging 4.45 stars.
Every review arrives in the Reviews Center, with its rating, comment, photo and order. You can filter by star rating or by reviews with a photo, read each one in full, and publish or unpublish reviews one at a time or in bulk. For an order that already has a review, you can send the review request once more with Resend Review, for example after you have fixed a problem.
Nothing is published automatically. You decide which reviews represent your store, and you can see which customers did not consent to being featured.
How do reviews appear on your Shopify store?
Published reviews appear through Cartsaver's Order Reviews theme block. You add it once in the Shopify theme editor, on product pages or any other page, and every review you publish from the Reviews Center shows up there automatically. Up to 500 reviews can be published at a time.
Keeping your strongest reviews published also keeps the page light, because the block loads every published review.
Google reviews instead
If your Google Business Profile matters more to you than reviews on your store (common for brands with a physical shop or showroom), you can point the review button to your Google Maps reviews page instead. The customer taps it and leaves the review on Google. Cartsaver counts the clicks. This option is on the Ultra and Elite plans. In our Google reviews case study, a store with a physical shop went from about 6 to about 60 Google reviews a month after switching.
Plans
| Feature | Free | Advanced ($9.99/month) and Unlimited ($29.99/month) | Scale ($79.99/month) | Ultra ($159.99/month) and Elite ($349.99/month) |
| Experience survey (rating and channel) | Yes | Yes | Yes | Yes |
| Review request on WhatsApp with Buy It Again | Yes | Yes | Yes | Yes |
| Reviews Center and storefront block | Yes | Yes | Yes | Yes |
| Google reviews destination | No | No | No | Yes |
Review requests use messages from your plan's monthly WhatsApp allowance. Compare plans on the Cartsaver pricing table.
Setting it up
- Experience survey: turn on Order Notifications with WhatsApp as the channel and the Order Created or Order Fulfilled trigger on. The Rate Experience button is part of those messages. See the WhatsApp notifications setup guide.
- Review request: enable the Order Follow-Up card, pick when it is sent, and optionally add a Buy It Again discount.
- Choose the review destination: reviews in WhatsApp (the default) or Google reviews on Ultra and Elite.
- Publish: open the Reviews Center, publish the reviews you like, then add the Order Reviews block in your theme editor.
More screens are in the Cartsaver docs: Customer Reviews & Buy It Again on WhatsApp.
Common mistakes
- Asking too early. A review request before the parcel has arrived and been used produces delivery complaints, not product reviews. Match the delay to your real delivery time.
- Collecting reviews and never publishing them. Reviews only help sales once they are on your store. Publish regularly and add the theme block.
- Ignoring low ratings. The Reviews Center gives you the order and phone number. A quick WhatsApp message to a 1 or 2 star customer often fixes the problem before it becomes a refused parcel or a public complaint.
- Publishing everything. Pick reviews that are specific and, ideally, have a photo. Quality reads better than quantity.
A worked example
A Riyadh perfume store sets the review request to 2 weeks with 10% off Buy It Again. Noura orders two perfumes on COD; the order received message arrives with a Rate Experience button and she rates the experience Excellent, choosing Instagram as the channel. The store fulfills the order two days later. Two weeks after the order, Noura receives the review request. She gives 5 stars, writes that the scent lasts all day, adds a photo of the bottles and agrees to be featured. Shortly after, she receives her order items again with the Buy It Again cart. The store owner opens the Reviews Center, publishes Noura's review, and it appears on the product page through the Order Reviews block.
See every Reviews & Surveys feature on the homepage.
Frequently asked questions
Can Cartsaver replace my Shopify reviews app?
For many stores, yes. Cartsaver collects reviews with star ratings, comments and photos on WhatsApp, lets you publish the ones you choose, and shows them on your store through the Order Reviews theme block. If you rely on advanced reviews-app features such as syndication to marketplaces, check whether you still need them.
When is the WhatsApp review request sent?
1 week, 2 weeks, 1 month or 3 months after the order is created, whichever you choose, and only if the order is fulfilled by then. It is not sent overnight in the customer's local time.
Can customers add photos to their reviews?
Yes. The review screen inside WhatsApp lets the customer attach one photo along with their rating and comment.
Are reviews published automatically?
No. Every review goes to the Reviews Center first, and only the ones you publish appear on your store.
Which plan includes WhatsApp reviews?
Reviews & Surveys is included on every plan, including Free. Sending the review button to Google reviews instead requires the Ultra or Elite plan.