Debaans gets 23% of its review requests turned into 270 reviews on WhatsApp

Reviews are asked for in the wrong place, at the wrong time

Debaans had the orders and the happy customers. What it did not have was a way to ask for a review that people would actually answer.

Debaans makes bedsheets, towels and everyday clothing from bamboo fabric, and sells them on its own Shopify store. For a fabric most shoppers have never slept on, a product page without reviews asks them to take the brand at its word. Reviews are the proof.

The usual way to get them is an email a few days after delivery. Review requests by email rarely clear single digits, and the ones that are opened arrive after the moment has passed. The customer has already put the sheets on the bed and moved on. Writing a review means finding the email, following a link, logging in, and typing. Most people do not.

The brand was already talking to every customer on WhatsApp. Order confirmations, shipping updates and the delivery notice all went out there, and customers replied there when something was wrong. The review request was the one message still going to email.

The question was whether the same thread could carry the ask, and whether a rating tapped on a phone could become a review on the store without someone copying it across by hand.

What they built

One workflow, started by the delivery event Shopify already sends. It is Spur's review collection template, switched on and left to run.

1. 01

   Start from the delivery, not the order

   Shopify fulfilment event

   The trigger is the Shopify fulfilment event, filtered to the status "delivered". The template also checks that the order has not been through the flow before, so a customer with a split shipment is asked once.

   Trigger

   Shopify · Fulfillment Event Created

   Condition

   Status is "delivered", and the order has not been asked before

2. 02

   Wait a day, then ask for a rating

   1 day delay

   After a one day delay, the customer gets an approved utility template. It names the product they bought, and asks one question with three reply buttons: 5 Stars, 4 Stars, or 3 Stars or Less. Nothing to type, nothing to open.

   Category

   Utility

   Header

   Product image

   Question

   "On a scale of 1-5, how would you rate your experience with us?"

   Buttons

   5 Stars · 4 Stars · 3 Stars or Less

   Utility templates are for messages a customer expects after buying. A rating request about their own order qualifies, and utility messages are priced below marketing ones.

3. 03

   Follow the answer

   Instant, on the tap

   A 5 or 4 star tap saves the rating to the contact and asks whether the customer would share a photo and a short review. Yes leads to a photo upload and a line of text. No leads to a one line review instead. Either way the flow waits for the reply, so the conversation stays a conversation.

   On 5 or 4 Stars

   Save the rating, ask for a photo and a short review

   On 3 Stars or Less

   Apologise, ask what went wrong, create a ticket

   

   Swipe sideways to read the diagram. With a keyboard, focus it and use the arrow keys.

4. 04

   Publish the review and say thank you

   Instant, on the reply

   Once the customer has written their line, the flow creates the review in Judge.me with the rating, the text and the photo. Then it creates a unique Shopify discount code for that customer and sends it in a thank you message with a button back to the store.

   Publish

   Create Judge.me review from the saved rating, text and photo

   Reward

   Create a unique Shopify discount code and send it

   

5. 05

   Keep unhappy customers out of the reviews and in the inbox

   Instant, on the tap

   A tap on 3 Stars or Less does not go anywhere near Judge.me. The customer gets an apology and a question about what went wrong, and a ticket is opened for the team in the Spur inbox. The rating is still saved on the contact, so the brand knows who was unhappy and why.

   A customer who has just been asked what went wrong, and answered, rarely goes on to leave a one star review in public.

What it returned

Thirty days of the flow running on its own, as Debaans reported it.

In the 30 days reported, the workflow sent 1,147 review requests and 270 of them came back as reviews. That is a 23% review rate on a message that costs a fraction of a rupee to send and asks nothing of the team.

Each of those reviews landed on the product page through Judge.me, or in a CSV export, with the rating, the customer’s line and their photo already attached. Nobody copied anything across.

Why it worked

Three things carried this result, and none of them are specific to bedsheets.

How to run this on your own store

The whole setup is a template in Spur. What follows is what to check before you switch it on.

1. 01

   Start the flow from the delivery event

   Use the Shopify fulfilment event with a delivered status, not the order or the shipment. Asking before the parcel has arrived produces ratings of the courier.

2. 02

   Give it a day

   A day after delivery is long enough to have tried the product and short enough to still care.

3. 03

   Ask with buttons, not a text box

   Three rating buttons is the whole first ask. Save the photo and the written line for the customers who have already tapped a happy answer.

4. 04

   Route low ratings to your inbox

   Send three stars or less to a ticket with an apology and a question, and keep them out of the review app. That protects the store rating and surfaces problems early.

5. 05

   Connect your reviews app and set the thank you

   Spur creates the review in Judge.me directly. Pair it with a unique discount code so the thank you is worth something, and the next order comes back through WhatsApp too.