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Home>Customer Feedback

Get Started with Square Feedback

Square Feedback allows your customers to privately message your business with feedback about their experiences— right from their digital receipts. Learn how your customers provide feedback.

The Feedback section of your online Square Dashboard allows you to have direct communication with customers to resolve any issues privately. Square Feedback is one part of our full suite of Customer Engagement features.

Note: You can only respond to your customer if they have enabled replies.

Manage Feedback Settings Online

To manage your Feedback settings for each active location:

  1. Go to Customers from your online Square Dashboard.

  2. Click Settings > Feedback.

  3. Under Feedback Settings, enable or disable Collect feedback from your digital receipts. You can also disable Feedback per location.

  4. Your selection will be automatically saved.

Note: If you disable feedback, you may continue to receive feedback from old receipts.

Email Notification Settings

To manage your notifications when a customer leaves feedback:

  1. Go to Customers from your online Square Dashboard.

  2. Click Settings > Feedback.

  3. Under Feedback Notifications, enable or disable Receive customer feedback notifications.

  4. You can add additional feedback recipients. Click Edit to receive notifications for All Feedback or Negative Feedback.

    • By default, you’ll receive feedback notifications for all active locations. If you’d like to receive notifications for only some of your locations, click Edit > Select Locations, choose your locations and then click Save.

  5. You can also add additional direct message recipients.

Note: If you disable Feedback, you’ll still be able to read and respond to older messages, and you can enable Feedback for your digital receipts at any time.

View Feedback

You can view and reply to customer feedback directly from your online Square Dashboard. When a customer provides feedback from a receipt, the feedback is associated with the payment in your sales history.

To view Feedback:

  1. Go to Customers from your online Square Dashboard.

  2. Click Feedback.

  3. Use the filters to narrow your feedback search or select All Feedback.

  4. Click a feedback thread to view your customer’s comments.

Your customers can choose satisfied (with a smiley face) or dissatisfied (with a frowny face) to describe their experience with your business.

Reply to Feedback

If customers consent to feedback replies, you’ll be able to follow up with them directly. To do so:

  1. Go to Customers from your online Square Dashboard.

  2. Click Feedback.

  3. Select a feedback thread to see transaction information and your customer’s comment.

  4. Enter a message, send a promotional reward, or refund your customer. If your customer responds, you’ll receive an update.

Note: If the customer has not enabled replies to their feedback or has opted out of a conversation, you won’t be able to send them a reply or coupon.

Export Your Feedback

You’re able to export a complete or filtered report of your feedback to a spreadsheet CSV file. To do so:

  1. Go to Customers from your online Square Dashboard.

  2. Click Feedback.

  3. Select a date range and any filters you’d like to apply to your report.

  4. Click Export.

  5. Your feedback report will download to your computer as a CSV file, at which point you can open it using your preferred spreadsheets program.

This report includes:

Report Column Description
Date The calendar date the feedback was left, reflected in UTC (Coordinated Universal Time).
Time The time the feedback was left, reflected in a 24-hour time format in UTC (Coordinated Universal Time).
Conversation ID The unique identifier for the conversation. This can be used to find all feedback for a given conversation.
Comment ID The unique identifier for each piece of feedback within the conversation.
Transaction ID The unique identifier for the transaction associated with the feedback. This will always be set if the channel is a digital receipt.
Customer ID The unique identifier for customer who left feedback.
Customer name The name of the customer who left feedback.
Customer Reference ID The reference ID set for the customer who left feedback. Reference IDs can be set for each customer in Customer Directory.
Channel Tells you where this feedback was submitted. For example, from a customer’s digital receipt.
Location Reflects which location this comment was submitted for. If your business only has one location, this field will remain blank.
Author Tells you if the comment was submitted by your customer or if it’s your response to them.
Sentiment Tells you if the piece of feedback was positive, negative, or unknown. All comments where the customer selected the smiley face are positive, if the frowny face was selected it is negative. The sentiment will be unknown if the feedback did not come from a digital receipt.
Facet The area your customer has given you feedback on. For example, Customer Service, Environment, Quality, etc.. Note: Facet options displayed to your customer are determined by your business type.
Comment The full text of your customer’s comment.

Learn more about: Customer Engagement

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