Feedback & complaints for WooCommerce
Capture every complaint and compliment, automatically
Not every conversation needs a refund or an order lookup — sometimes a customer just wants to say something went wrong, or right. CognitCXT recognises feedback and complaints as they happen in chat and saves them in WordPress, linked to the order if there is one, so nothing gets lost in a transcript no one reads.
Example conversation
Just a heads up, the mug set in order 2041 arrived with one broken.
Sorry to hear that — I've logged this as a complaint against order #2041 so our team can follow up with you. Would you also like me to start a refund for it?
Yes please.
Done — a refund request for order #2041 has been created, and your feedback about the breakage is on file.
Feedback that only lives in a chat log gets lost
A customer who mentions a damaged box, a slow delivery, or just says thanks, is giving you information worth acting on. If that only exists in a chat transcript, it's easy for it to go nowhere.
CognitCXT recognises feedback and complaints while they're being said, and saves them as records in WordPress your team can actually review, instead of relying on someone reading every conversation back.
How it works
- 01
Customer shares feedback or a complaint
In the course of a conversation — for example, "the box arrived crushed" or "your support just fixed this fast, thanks".
- 02
Assistant logs it
It saves the message in WordPress, tagged as feedback or a complaint, linked to the order if one was mentioned.
- 03
Your team reviews it
Feedback and complaints show up in WordPress for your team to read and act on, without digging through chat transcripts.
Why store owners use it
Nothing gets missed
Feedback and complaints are saved as records the moment they're mentioned, not left buried in a chat transcript.
Linked to the order
When a customer mentions an order, the feedback is saved against that order for context.
Works alongside refunds and support
The assistant can log a complaint and act on a refund or cancellation in the same conversation.
A real view of what customers are saying
Your team gets a running record of complaints and compliments to review, instead of relying on memory.
Frequently asked questions
Where does the feedback end up?
It's saved as a record in WordPress, tagged as feedback or a complaint, with the order it relates to if one was mentioned.
Does it respond to the complaint on my behalf, like an apology or a discount?
It acknowledges the complaint and can act on requests the customer makes in the same conversation, such as a refund — but it doesn't offer discounts or promises on its own.
Can guests leave feedback through chat?
No. Like other account actions, logging feedback requires a logged-in customer, since it's saved against their session.
Does positive feedback get logged too, or just complaints?
Both. The assistant distinguishes between a complaint and positive feedback and tags the record accordingly.
Try it on your WooCommerce store
Install the WordPress plugin, paste your license key, and start answering customers in minutes.