Post-sale feedback

Retail Extensions · App · checked 2026-10-24

Post-sale feedback asks your customers how their visit was. After a sale at your tills, your own message (a text, an email or WhatsApp) gives the customer a link to a short page: your question, three answers in your words, a comment box, and a way to ask you to stop. Each answer is kept on your iVendNext with the sale it belongs to, and a report shows the answers by store. This page covers what the app adds, how to set up the message, how to write your rule, how your manager sends the requests, and how to remove it.

What it does

Your manager presses Send feedback requests on a rule, for example once a day at closing. The app's service reads the rule's till sales of the last days that reached your iVendNext since the last press, and makes one feedback request for each customer to ask. Your own iVendNext then sends each request by your own Notification, with the customer's own link.

Who	Sees	When
Your manager	"Made 54 feedback requests. Not asked: 6 already asked, 2 asked us to stop, 3 with no mobile number or e-mail."	After each press.
Your manager	"More sales wait: press again."	The press made what fits in its 10 seconds. The next press starts where this one stopped.
Your customer	Your name, the sale's date, your question and your three answers, a comment box and Stop these messages	When they open the link. The page never shows their name, number or what they bought.
Your customer	"Thank you. We have your answer."	After they answer. A second answer changes nothing.
Your customer	"This link has closed."	The link is older than the days your rule keeps it open.
Your customer	"This link does not work."	The link was changed or made up. Your iVendNext is not read.

Who is asked: each customer once a press, for their latest sale, and once in your rule's days, whichever rule asked. Never your store's walk-in customer, a return, a sale with no customer, or a customer who asked you to stop. A customer needs a mobile number or an email: the sale's own contact first, else the customer's record (a customer created at the till keeps the phone and email the cashier typed).

The page shows its own few words (the buttons and the thank-you) in English, Arabic or Spanish, by the customer's phone language. Your question and answers are shown as you write them.

What you set up first

Install the app from the App library (see About Retail Extensions). The install adds the records IVENDNEXT PSF Rule and IVENDNEXT PSF Request, the report IVENDNEXT PSF Answers, a button on the rule, and two roles with no one in them: IVENDNEXT PSF Manager and IVENDNEXT PSF Integration. The button and its service come in switched off.
Make a user for the app. Tick Is Desk User, give it the role IVENDNEXT PSF Integration alone and save. Give the user no User Permissions. Then generate its API key: on the user, open Settings and press Generate Keys.

Search Desk for Role Permissions Manager. Give IVENDNEXT PSF Integration these rights:

Record type	Right	Why
POS Invoice	Read	your till sales, with their customer and contact
POS Profile	Read	each till's walk-in customer, never asked, and its store
Customer	Read	the phone and email of a customer whose sale carries none

The app's user reads every till sale on your site, with its customer: give the role to the app's user and no one else.

Give the role IVENDNEXT PSF Manager to whoever sends the requests and reads the answers, such as your store managers or your head office. In Role Permissions Manager, give IVENDNEXT PSF Manager Select on POS Profile, so the rule can name your tills. Check that your System Manager has it too: a site can remove it.
Set up the message (below).
Search Desk for Registered Application and open IVENDNEXT PSF Feedback feed. Choose the app's user as its Application User and save. Leave the feed switched off.
Write your rule (below).
Switch it on (below).
In the App library, find the app under Installed and press Details. On the app's record, press Connect again. Your site sends the service the API key of the app's user.
Test it: ring a sale at your till for a customer with your own mobile number, open your rule and press Send feedback requests. The message with the link must reach your phone, and your answer must show on the request. If no message arrives, check your SMS Settings, the Notification and your Error Log.

The message

The request reaches your customer through your own iVendNext, never through the app's service:

For a text, search Desk for SMS Settings. Enter your SMS gateway's address and the parameters its guide asks for, with the Receiver Parameter that takes the mobile number. Save.
Search Desk for Notification and press Add. Set Document Type to IVENDNEXT PSF Request, Send Alert On to New and Channel to SMS. Under Recipients, add a row with Receiver By Document Field set to mobile. Write the message with the link in it, for example Thank you for shopping with us. How did we do? {{ doc.link }}. Save it with Enabled ticked.
For email, make a second Notification the same way with Channel set to Email and the receiver field email. Where you have the WhatsApp app, its notification on the same record sends by WhatsApp.

Your iVendNext sends the message while the request is saved. If your gateway refuses it or cannot be reached, the request is saved anyway and your Error Log records Failed to send Notification: the customer gets no message. A Notification switched off, or SMS Settings with no gateway address, also send nothing and show no error. Step 10's test catches these; watch your Error Log for a gateway that stops answering.

Each request is kept as an IVENDNEXT PSF Request record, named by its sale: the customer, the mobile number and email it went to, the store, the POS Profile, the sale's date, the last day its link is open, and, once answered, the answer, the comment and when. Your managers and your System Manager read these records.

The rule

Search Desk for IVENDNEXT PSF Rule and press Add.

Field	What it does
Rule	A name for the rule, such as Dubai stores.
Switched on	Untick to stop using the rule.
Name your customers read	At the top of the page, such as your brand or the store's name.
Question	In your customers' language. Blank: "How was your visit today?"
First, second and third answer	Your words, in your customers' language. Blank: Satisfied, Neutral, Not satisfied. Whatever the words, the request keeps the answer as Satisfied, Neutral or Not satisfied, so your report reads the same in every language.
Days back a press reaches	1 to 7. 1 means yesterday's and today's sales.
Days a link stays open	1 to 30, counted from the sale.
POS Profiles	The tills this rule covers. None: every till.
Asked up to	Filled by the app: where the next press starts. Clear it to read the rule's days again (no customer is asked twice).

Switch it on

Search Desk for Retail Extension Subscription. Open Post-sale feedback, read what it is sent, tick the consent and switch it on.
Search Desk for Retail Desk Action. Open Send feedback requests and switch it on.

Sending the requests

Open your rule, or tick several rules in their list, and press Send feedback requests. Press once a day, for example at closing; the messages go when you press. Then open IVENDNEXT PSF Request to see each request and its answer (its sidebar counts them by store and by answer), or the report IVENDNEXT PSF Answers for the answered ones with their comments.

What leaves your iVendNext

The app's service and the customer's page run at post-sale-feedback.ivendnext.app, hosted by CitiXsys in the US. After the install, and when you press Connect again, your site sends the service its key from the App library, its address, the button's signing key, and the API key of the app's user.

On each press, your site sends the rules' names, the pressing user's login and their language. The service then reads, with the app's user, the rules, your tills' walk-in customers and stores, the rules' till sales (each sale's number, customer, customer's name, contact mobile and email, till, date and when it arrived), the requests already made, and the phone and email of the customers whose sale has none. It writes the requests. When a customer opens their link, the service reads that one request and its rule, and writes their answer. It keeps nothing of a press or an answer. It keeps your site's keys until you remove the app.

Limits

Till sales only. Desk sales and web orders are not asked.
The messages go when your manager presses, not at the moment of the sale.
One press makes what fits in 10 seconds; more sales wait for the next press, which says so.
Days are counted on UTC's date, which can differ from your store's by a few hours.
Anyone who has a customer's link can answer for that sale, once. Your managers can read each request's link.
Links are signed with the button's signing key. If it changes (ticking the button's consent again can change it), links sent before keep working until it changes once more.
A text by SMS is tested; check email and WhatsApp with step 10's test before you rely on them.
Each request keeps a customer's mobile number and email: your System Manager can delete older ones from the list.
Asking customers for feedback by message may need their consent where you sell. That is yours: the app sends only through your own Notification, and honors Stop these messages.

Removing it

Removing the app removes its rules and requests, with their answers. Before you remove it, export what you need to keep: open the IVENDNEXT PSF Request list and use its Export.

Switch off or delete your Notification on IVENDNEXT PSF Request.
In the App library, find the app under Installed and remove it.
Remove the app's user, or take away its role.