Settings - Doc of YITH WooCommerce Pending Order Survey

Getting started with the plugin

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The plugin allows scheduling a sequential series of emails and setting a time interval for each of them, from the moment the order is set to ‘pending’.

Emails are not sent exactly when the scheduled time has passed (that time corresponds to the moment when the email is considered ‘ready’ to be shipped). It will only be sent when the plugin cron runs; the default time is one hour.

Once the cron runs, it will send all emails whose ‘scheduled time’ has passed. Find out more about the WordPress Cron system on this page.

We start by setting the time interval (in minutes) after which the plugin system will consider a pending order as “pending”, so the email dispatching will be triggered.

Cancelled orders

If the order is still “pending” after the maximum time specified in “Cut-off time value for pending order” has passed, its status will automatically change to “cancelled”. You can choose from minutes, hours or days.

Surveys

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Let’s analyze the process to create a new survey and configure the email that will be sent to the user after the order will acquire the “pending” status. We suggest following this sequence of steps to better understand the plugin’s behavior.

Create survey

All surveys you create will be shown in the list of “YITH > Pending Order Survey > Survey”.

Click on “Add new” to create a new survey. Now click on the “Add survey question” button to insert the first question of the survey.

Insert the question text and check the “Required” field if you want the answer to be required.

Repeat the process for each new question you want to insert into the survey. Once completed, you could insert the survey right inside the email, as explained on this page.

Answers

Answers to survey questions are only of “open” typology.

Right inside each survey, you can consult all the answers given to all questions until now.

Answers are anonymous.

Export

The export function allows exporting all the questions and related answers of the survey in CSV format. To generate the file click on the “Export results” button. Once opened, enter “semicolon” to divide the columns.

Email

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You can choose to send one or a series of emails for every pending order in your store. To configure a new email message, go to YITH > Pending Order Survey > Email and click on “Add new”.

Email content

Compose your email using the placeholders highlighted in the image and quickly recover information about the user you are sending the email to.

User’s first Name
User’s last Name
Full Name
User’s email address
Order content: complete list of order items
Order Link: link that allows users to be redirected to the checkout page to try a new purchase. In case the order is completed, it will be added to the list of recovered orders, as shown on this page.
“Coupon”: coupon code that the user can use for following purchases. Amount and expiration date of the coupon are set in the dedicated section that you can find in the same email configuration page.

Select survey

To add the survey redirect link to the email body, click on the specific button available in the editor and select the survey you want to associate to this email.

Email settings

In email configuration page, you can enable or disable automatic sending of the selected emails and specify when the first email has to be sent. You can set the delay time since the order is assigned the status “pending”.

Additional settings can be configured in the section “General settings” in the plugin settings panel.

Thank-you email

A thank-you email, if enabled, is sent to all users that have responded to the survey.

All details concerning the email che be edited in “WooCommerce > Settings > Emails > Thank-you email”.

Orders in pending status

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The complete list of orders in “pending” status can be consulted in the “Pending Order” section of the plugin settings dashboard. Email can be manually sent by selecting the template and clicking on the “Send email” button.

Recover orders

A recovered order is an order in “pending” status which acquires the “completed” status after a user makes a new attempt to purchase, originated by the repurchase link shown in the email.
The complete list of recovered orders is in “Recover Order” section of plugin settings dashboard.

Report

The “Report” section includes the following information:

number of orders in “pending” status
number of sent emails
number of recovered orders
conversion rate given by the number of sent emails and the number of recovered orders

The same information, limited to single email typology, is shown in the footer of the page configuration itself.

Account & Privacy

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If you want/need to give your customer the choice to receive an email or not, you can enable the ‘GDPR Compliance’ option which you can find in the ‘Account & Privacy’ tab.