Editing your feedback rules can allow you to target the most compatible orders to leave feedback

Important Information

  • Disable the tool “Grammarly” if you happen to use as it can break the formatting of the message and can cause issues sending to Amazon
  • Each order can only match one rule

01 Directions

  • Select your avatar in the right-hand corner
  • Follow these steps: Settings > Smart Tools > Feedback rules

02 Add

  • Choose your Marketplace
  • Click “+ Add Feedback rule”
  • Choose “Create a blank rule”

03 Initial message

  • Subject
    Enter an eye-catching subject to grab your customers attention
  • Language
    Choose the language this message will be written in
  • Message
    When entering your message try and ensure you have laid out goals for this message to ensure the engagement rate is high

04 Message Configuration

  • When to send? … but not more than
    Choosing when to send is very important as you want to ensure the message corresponds to whether their order has arrived or not.
    For example 5 days after dispatch.. but no more than 5 days after that
    This means the message will send between 5 and 10 days after the product was ordered
    • Ordered on Feb 1st
    • Dispatched Feb 2nd
    • Message will send betwee Feb 7th and Feb 12th
  • Send on these days
    Sending your message only on certain days of the week can ensure it will be read. Here you can select which days of the week you would like this message to go out on
  • Send only between these times
    Similar to sending to customers on specific days you can choose to only send at certain times
  • Send to users with existing feedback
    Here you can choose whether to message customers that have not left feedback or have left a certain type of feedback
  • On-time delivery
    Here we can choose if the order "dispatched on" date matches your delivery configuration
    Based on this we can choose if the delivery was dispatched on time or not
  • Order Tracking
    If your orders have tracking codes attached you can choose for the message to only send if these tracking codes are available
  • Send to users that have tickets
    You can select whether or not to send messages depending on whether they have previously corresponded with you as in if they don’t have any tickets for the order, if they don’t have any open tickets for the order or if they don’t have any tickets at all

Activate the message for sending and save

03 Rule Configuration

  • Name the rule – only visible to you
  • Activate the rule adjacent to the subject with the tick box
  • Under “Messages” you can edit your message and add additional messages
    • All active messages will send once an order has matched the rule

You must add each language to every message separately

  • Click the message
  • Click Add new translation at the top of the screen
    • eDesk will detect the language based on the marketplace and send the suitable language


  • Apply the rule to all channels or specify a particular one


  • Ordered between
    Targets orders based on the date they were placed
  • Order value
    Target orders by value
  • Returning customers
    Contact all customers or target customers who have purchased before
  • Order percentage
    If you would like to gradually introduce messaging to your customers the order percentage will target the amount of orders you wish to send. For example, if you set it to 50%, that means xSellco Feedback will select 50% of your customers at random to receive the message. However, if you set up 2 rules that have identical conditions, but different mail contents and you set them to 50%/50% you'll see which mail performs better regarding the positive feedbacks as in half of your orders will use one rule, the other will use the other one


  • Product condition
    Specify certain product conditions
  • Product name
    Target specific products by name
  • Product SKU
    Target specific products by SKU
  • Product ASIN/Product ID
    Target specific products by ASIN (Amazon) or Products ID (eBay)


  • Fulfilment method
    Target FBA or non FBA specifically (Amazon only)
  • Shipment service level
    Target standard or expedited shipping


  • Country
    Target specific countries based on delivery
  • State and region
    Target specific states/regions

Click Save changes
To deactivate a message, uncheck the Active box inside the message setting
To de-activate a rule, uncheck the Active box next to the rule title