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Product Feedback

Menu Location: Products > Product Feedback

Last Updated: 2026-07-27

Overview

The Product Feedback page shows the issue reports customers submit about their box or individual items in it, right from their account (the "Leave Feedback" flow on a completed order). A customer can flag the whole order or specific products, pick a reason, and leave a comment; each submission becomes one row here, tied back to the customer, the order, and the specific product it was about.

This is a complaint/issue log, not a star-rating or review system. Public star ratings and written reviews live on the separate Product Reviews page, not here.

Primary Functions:

  • See feedback customers submitted about their orders and individual products
  • Trace each report back to the customer, the order, and the product line item
  • Mark a report as handled and keep internal notes on how it was resolved
  • Spot recurring complaints (wrong item, missing item, late delivery, poor condition) that point to a sourcing or fulfillment problem

How Feedback Gets Here

On the customer side (home/feedback.php), once an order is complete, the customer can check off the whole order or individual items, choose a quantity (if more than one was ordered), and pick a reason from a fixed list:

  • Wrong item was sent
  • Item was missing
  • Item arrived too late
  • Poor Condition

A comment (up to 200 characters) is required. Feedback can only be submitted for a limited window after delivery; once that window closes, the option disappears from the customer's account.

When a customer submits feedback, your team gets an email notification with a direct link to the record on this page, and the customer gets an automatic "Feedback Received" email.

Page Layout

Above the List

  • Super Search (magnifying glass icon, top right) - a beta tool available on this and other admin list pages to sort or filter by any column shown below
  • List is sorted newest-first, 20 records per page

Main Content Area

Table/edit view columns, matching the record's actual fields:

  • Timestamp - when the feedback was submitted
  • Customer - locked, links to the customer's detail page
  • Order - locked, links to the order
  • Product (cust_order_contents_id) - locked, links to the specific product line item the feedback is about
  • Qty - quantity of the item affected
  • Feedback - the reason the customer chose (Wrong item was sent / Item was missing / Item arrived too late / Poor Condition)
  • Comments - the customer's written comment
  • Status - an On/Off toggle your team can use to mark whether the item has been handled
  • Admin - locked, shows the staff member associated with the record
  • Admin Notes - free-text field for internal follow-up notes

Common Use Cases

Use Case 1: Review New Feedback

Goal: Stay on top of what customers are reporting

Steps:

  1. Open Products > Product Feedback - newest submissions are at the top
  2. Read the Feedback reason and Comments for each new row
  3. Click the Product link to see exactly which item was involved
  4. Click the Order or Customer link if you need more context on the order

Use Case 2: Mark a Report as Handled

Goal: Keep track of what's been dealt with

Steps:

  1. Open the feedback record
  2. Add a note in Admin Notes describing what you did (contacted the customer, issued a credit, replaced the item, etc.)
  3. Toggle Status to reflect whether it's been addressed

Use Case 3: Spot Recurring or Batch Issues

Goal: Catch a supplier or fulfillment problem before it spreads

Steps:

  1. Scan recent rows for the same Feedback reason (e.g. several "Poor Condition" reports) clustering around the same product or timeframe
  2. Use Super Search to sort by the Feedback or Product columns if you want to group similar reports together
  3. Read the Comments for common themes (e.g. repeated mentions of spoilage or damage)
  4. Follow the Product link on the affected rows to confirm they're all the same item

Use Case 4: Contact a Customer About Their Feedback

Goal: Follow up directly when a report warrants a personal response

Steps:

  1. Click the Customer link on the feedback record to open their account
  2. Use your normal customer tools (credit, order adjustment, email) from there
  3. Log what you did in Admin Notes on the feedback record

Troubleshooting

No Feedback Coming In

Possible causes:

  • The order hasn't reached completed status yet - the feedback option only appears on completed orders
  • The feedback window (a fixed number of days after delivery) has already passed for that order

Same Product Getting Repeated "Poor Condition" Reports

Actions:

  1. Read the comments on each report for a common theme (smell, temperature, damage)
  2. Check the delivery/receiving details for that product around the same dates
  3. Follow up with the supplier if a pattern points to a specific batch
  • Product Reviews (admin-edit.php?table=product_reviews) - star ratings and written reviews, with a photo and an approval workflow; this is a separate feature from Product Feedback
  • Menu Feedback / Smiley Face Survey (kiv/reports/customer_order_feedback.php) - overall order/box satisfaction survey
  • Products (product_classifications_active.php) - product management
  • Customers (customers.php) - customer accounts

Best Practices

  1. Check in regularly - don't let feedback sit unread for long
  2. Use Admin Notes consistently - so anyone on the team can see what's already been done about a report
  3. Look for patterns, not one-offs - a single complaint may be a fluke; the same complaint from several customers on the same product is worth investigating
  4. Follow the links - the Product and Order links take you straight to the record you need to investigate further

Quick Reference Card

Task Action/Location
View newest feedback Products > Product Feedback (default sort)
See which product it's about Click the Product link on the row
See the order it came from Click the Order link
See who submitted it Click the Customer link
Mark as handled Toggle Status
Log what you did Admin Notes field
Sort/filter by any column Super Search icon (top right)

FAQs

Can customers leave feedback on any order?

Only on orders that have reached completed status, and only within a limited window after delivery. After that window, the option no longer appears in their account.

Can I edit what the customer wrote?

No. Feedback and Comments come directly from the customer's submission and aren't editable. You can toggle Status and add your own Admin Notes.

Does the customer know I saw their feedback?

They get an automatic "Feedback Received" email as soon as they submit it. There's no separate notification tied to marking it handled on this page.

Where do star ratings and written reviews show up?

Those live on the separate Product Reviews page (admin-edit.php?table=product_reviews), not here.

What does the Admin column show?

It's a locked field showing the staff member associated with the record; it isn't something you assign from a dropdown.

Change Log

2026-07-27

  • Rewrote against the actual product_feedback table and the customer-facing home/feedback.php form
  • Removed star-rating/review-moderation content that actually belongs to the separate Product Reviews page
  • Removed invented filters (Product/Rating/Status/Date filters, Export button, Search box) and the fake Permissions & Access role matrix
  • Corrected fields to the real editable set: Feedback, Comments, Qty, Status, Admin Notes (plus locked Customer/Order/Product links)

2026-03-01

  • Initial documentation created (ungrounded; superseded by the 2026-07-27 rewrite above)

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.