# Delivery feedback calls with a voice agent · Vaakyo

> A playbook for automated post-delivery feedback calls in India: timing, a 60-second script, ratings as data, escalating unhappy customers and closing the…

Source: https://vaakyo.com/blog/delivery-feedback-calls

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# Delivery feedback calls: hear from every customer after the parcel arrives

A short call after delivery catches damaged parcels, rude handovers and unhappy customers before they become returns or one-star reviews. Here is a playbook.

The Vaakyo team 16 October 2026 3 min read

-   E-commerce
-   Playbooks

Most unhappy customers don't complain. They return the order, stop buying, or leave a one-star review. A short call soon after delivery hears from all of them while you can still fix things, and gives your delivery partners a rating that comes from customers rather than from the courier's own scan.

## When to call

Call the same day, a few hours after the parcel is marked delivered, while the experience is fresh. Create the call from your order system when the delivery event arrives:

 `curl -X POST https://api.vaakyo.com/api/v1/agents/$AGENT_ID/call \   -H "Authorization: Bearer $VAAKYO_API_KEY" \   -H "Content-Type: application/json" \   -d '{"to": "+919812345678", "user_data": {"name": "Sneha", "order_id": "KF-1042", "items": "a cotton kurta"}}'`

Turn on **calling hours** on the agent so deliveries marked late at night are called the next morning, not at 10 PM. To call a day's deliveries in one go, upload them as a **campaign** instead.

## A 60-second script

Feedback calls must be short, or people stop picking up the next one.

1.  Greet by name and say which store is calling, and why: "about your order of a cotton kurta".
2.  Ask for a rating from 1 to 5. Callers can say it or press it on the keypad.
3.  If it's 4 or 5, thank them and end the call.
4.  If it's 3 or below, ask one open question: what went wrong?
5.  Say what happens next ("I've passed this to our team, they'll call you today") and end the call.

Set a **maximum length** of a couple of minutes, and a **hang-up prompt** such as "complete once the caller has given a rating and, if it was low, said what went wrong".

## Save the answers as data

Add analytics fields to the agent so every call carries the result:

-   `rating` (number): the 1 to 5 score;
-   `issue` (choice): `damaged`, `late`, `wrong_item`, `delivery_partner`, `other` or `none`;
-   `details` (text): what the customer said, in a sentence;
-   `wants_callback` (yes or no).

The score and the issue are what you'll chart. The details are what your team reads.

## Escalate the unhappy ones

A low rating should reach a person the same day. You can:

-   send each finished call to your helpdesk with a **webhook** , and open a ticket when `rating` is 3 or below;
-   or turn on **transfer to a human** , so a customer who is upset can be connected to your support desk during the call.

For a damaged or wrong item, start the replacement before the customer has to ask. That turns a bad experience into a reason to buy again.

## Don't over-call

Call each order once, not once per item. Skip customers who already contacted support about that order. Give anyone who says "don't call me for feedback" an opt-out that you actually honour. Turn on **voicemail detection** with no message, so a machine is simply hung up on rather than left a feedback request.

## Measure it

Track, per week and per delivery partner or city: the share of deliveries reached, the average rating, and the mix of issues. A rise in `damaged` from one warehouse or `delivery_partner` complaints in one city is the kind of thing a dashboard of scans never shows.

[Read next Answer your business number with a voice agent](https://vaakyo.com/blog/answer-your-business-number)

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