Collect customer feedback after deliveries
Upper doesn't have a feedback box on the tracking page. Customers reach you by messaging the driver from the tracking page or replying to a notification from a custom sender.
Upper doesn't include a dedicated post-delivery feedback or review box on the customer tracking page. What it does give your customers are two built-in ways to reach you around a delivery: a message-to-driver button on the tracking page, and replies to the notifications you send. Set either one up and you have a channel for customers to flag issues or share how it went.
Some workspaces use technician and Service labels (Out For Service, After Service) instead of driver and Delivery. The features are the same; only the wording changes. This article uses the driver/delivery defaults.
Why this matters
Most delivery operations only hear from frustrated customers, usually by phone. Giving customers a clear, in-the-moment way to reach you means you catch problems sooner and can resolve them with full context. The trick is knowing which channels Upper actually offers so you set up the right one and tell customers where to send their note.
Option 1: Let customers message the driver from the tracking page
The customer tracking page can show a Message to the driver button. When it's on, a customer who opens their tracking link can send a message tied to that delivery.
You control this in Branded Tracking, on the Features tab.
Open Branded Tracking
Go to Manage > Settings, then open Branded Tracking in the NOTIFICATIONS group.
Go to the Features tab
Select the Features tab. It groups the interactive controls for the tracking page.
Turn on Enable Message to Driver
Switch on Enable Message to Driver ("Allow customers to send messages to the driver"). This is on by default in many workspaces.
Confirm on the Preview tab
Open the Preview tab to see the tracking card with the message button in place before you dispatch.
For customers to reach this button, they need the tracking link. Make sure your notifications include the Tracking Link variable so the link appears in the message customers receive. See Enable customer tracking pages.
Option 2: Let customers reply to your notifications
Customers can reply to the email or SMS notifications you send, but whether the reply reaches you depends on your sender setup.
- Default Upper sender — replies go to Upper's system address and are not monitored or forwarded to you.
- Your own sender email or phone number — replies route directly to you, turning notifications into a two-way channel.
To receive replies, set up your own sender. See Customer replies to notifications for how routing works and how to request a custom sender.
Invite feedback right in your message. Add a line to your After Delivery template such as, "Have a moment to share how it went? Reply to this message." Pair it with a custom sender so the reply actually reaches you.
Make the most of the feedback you receive
Related
Check SMS notification rates
See how SMS notification rates work in Upper, why international messages cost more, and how to check your current SMS balance before a high-volume send.
Configure ETA display on tracking pages
Choose how the ETA shows on Upper's customer tracking page — time window, exact time, or stops away — from Settings > Branded Tracking > Display.