Request statuses explained

Every request you send has a status, shown as a small coloured label. It tells you whether your customer has the message yet, and whether they have rated.

Where to see them

Tap Customers, then a customer. Requests still waiting for a reply are grouped under Outstanding request, each with its status. Finished requests are in Feedback history below, with a status on each row. On a computer, the panel beside the list shows a shorter history. Show all under it opens the customer's full page. On a computer, hover over a status to see when it was sent and delivered.

The statuses

Status	What it means
Sending	Queued. RateMate is sending it within moments.
Sent · not yet delivered	Handed to WhatsApp or SMS, with no delivery receipt back yet.
Awaiting reply · delivered	It reached your customer's phone. No rating yet.
Awaiting reply · read	Your customer opened the message. No rating yet.
Replied	Your customer rated. The score and comment are in your Feedback.
Failed	The message could not be delivered.
Failed · resent by SMS	WhatsApp could not deliver, so RateMate resent it by SMS.
No reply · expired	The rating link ran out without a reply.

Good to know

• Delivery depends on WhatsApp and your customer's phone. A phone that is off or out of signal can stay at Sent · not yet delivered until it comes back.
• Failed · resent by SMS is not a problem to fix. If the SMS arrives, the status moves on to Awaiting reply · delivered. If the SMS fails too, it becomes Failed.
• Each request link works for 14 days. After that an unanswered request becomes No reply · expired, and your customer can no longer rate with that link.
• A private link from Get a Link Instead shows as Sent · not yet delivered until your customer rates, because RateMate cannot see where you shared it.
• Sending again to someone with an unanswered request in the last 48 hours asks you to confirm first. See Send a feedback request.

Something not working?

If a request shows Failed, check the number on the customer's page. A landline or a mistyped number cannot receive the message. See My customer didn't get the message.

If a customer has not replied after a few days, the message may simply be unread. A fresh request after the 48-hour window is the usual next step. If they say the link fails, see My customer says the link doesn't work.