The post-purchase survey that cuts chargebacks and catches buyer’s remorse before it becomes a return.
A short interview in a chat window on your thank-you page, the moment the order is confirmed. Anyone who doesn’t finish it hears from your brand by text or a call. Every customer gets asked, every answer is routed, and one nine-figure ecommerce brand cut its chargeback ratio by 30 to 40% with it.
Web chat, SMS or a call · Your questions · Every answer tied to the order
The return you prevent is worth more than the survey. The chargeback you prevent is worth more than both.
The best time to ask a customer anything is thirty seconds after they paid you.
Post-decision, the buyer is looking for reasons they were right, and they are still on your page. A delivery-day form hears from the angry and the delighted. A conversation, right then, hears from everyone.
- ✓A chat window on the thank-you page, not a link to a form. The customer replies in a few taps.
- ✓Anyone who doesn’t finish gets a text, then a short call, then one last text. Every customer is interviewed.
- ✓Your questions: why they chose you, how they found you, whether anything nearly stopped them.
Most chargebacks start as a question nobody answered.
“I don’t recognise this charge.” “It never arrived.” “I didn’t know it was a subscription.” Every one of those becomes a chargeback when the customer’s first contact is their bank. The interview makes sure the first contact is you.
- ✓The customer talks to your brand right after the order, so the charge is recognised when the statement lands
- ✓Subscription and billing surprises get a plain answer before they become a dispute
- ✓“Never arrived” and “wrong item” are routed to a person straight away
- ✓Every conversation is logged, so if a dispute is filed you have the record
Every customer interviewed. Every answer put to work.
One agent runs the interview on the page, follows up the customers who did not finish, and turns the answers into fewer disputes, fewer returns and a better next sale.
Cuts chargebacks
A conversation with your brand right after the order means the charge is recognised, the subscription is understood, and the first call goes to you, not the bank. Every conversation is logged if a dispute is ever filed.
The interview, in a chat window
A short conversational interview opens on your thank-you page the moment the order is confirmed. Questions are yours to set. Completion is extremely high because the customer is already there, phone in hand.
Text or call for the rest
Didn’t finish on the page? A text follows. No reply? A short call, then one final text: one question. Every customer gets interviewed, not the small share who fill in a form.
Attribution that holds up
“How did you hear about us?” answered in the customer’s own words, minutes after the purchase. Free-text answers grouped into channels, next to what the platforms claim.
Problems go to a person
An answer that sounds like doubt gets a reply from your own policy. An answer that sounds like a problem, wrong size, a subscription surprise, a double charge, is handed to your team with the transcript.
Feeds the next sale
What customers say nearly stopped them becomes what the site agent and the comment agent lead with for the next buyer. Themes and trends sit in your report, tied to the order.
Ready to cut chargebacks and returns on every order?
Book a demo and we’ll set the interview up with you, with your questions, in your voice, on every channel you want.
How every customer gets asked.
Chat window first, because that is where completion is highest. Text and voice pick up the rest. Run all three or turn any of them off.
Thank-you page form vs survey app vs an interview.
Keep a survey app if you have one. This is the layer that talks back and follows up.
| Thank-you page form | Survey app | Interview (Exerta) | |
|---|---|---|---|
| Where it asks | Thank-you page | Confirmation page, one widget | Chat window on the thank-you page, then text or a call for anyone who did not finish |
| Who gets asked | Whoever notices the form | Whoever answers the widget | Every customer |
| What happens to a reply | Nothing, it is logged | Tallied in a dashboard | A conversation: answered, or routed to a person |
| Completion rate | Low, most never open it | One answer, then drop-off | Extremely high on the page, and the rest are followed up |
| Catches remorse before a return | No | No | Yes, that is the point |
| Reduces chargebacks | No | No | Yes: the charge is recognised and disputes reach you first |
| Attribution question | Yes | Yes, the main use | Yes, in the customer’s own words |
| Feeds other channels | No | Reports | Yes: site agent, comment agent, your report |
“How did you hear about us?” in the customer’s own words.
Pixels lost signal years ago and every ad platform claims the same order. A customer answering in a conversation minutes after the purchase is the cleanest attribution data you can get, and it costs one question.
- ✓Asked inside the interview, so completion stays high
- ✓Free-text answers grouped into channels automatically: TikTok, an Instagram ad, a friend, a podcast
- ✓Sits next to platform-reported conversions in your report, so you can see where they disagree
Brands that put Exerta on their conversations.
The team at Exerta have been excellent and added over $250,000 in incremental revenue in 75 days. I highly recommend this service to any brand spending over $1,500 a day on ads on Meta or other social platforms.
Our CPA dropped after we cleaned up the comment sections. Buyers read comments before they click. Now ours actually sell for us.
Been using Exerta for a month and my ROI nearly doubled. Setup was easy and the customer service is great. All my DMs, comments, and the conversions I would have lost are handled automatically.
Custom pricing, based on your order volume.
Most brands add the interview and cart recovery together, because they share the connection, the consent and the phone numbers.
- ✓The interview on your thank-you page, with your questions, set up with you
- ✓Text and call follow-up for every customer who did not finish
- ✓Replies answered in your voice, problems routed to your team before the bank hears about them
- ✓Every answer tagged and tied to the order in your report
- ✓90-day revenue-lift guarantee: no results, no charge
- ✓100 AI actions / month
- ✓Comment hiding rules
- ✓Stock replies on one page
- ✓Add the interview and cart recovery any time
Not sure the interview fits your store?
Talk to our team. We’ll look at your order volume, chargebacks and return rate and tell you plainly whether it is worth it.
One conversation, from the ad to the order and after.
The interview is the last of four places Exerta picks the buyer’s conversation back up, and the one that teaches the other three.
Comment moderation and replies
Buyers answered in seconds, spam and scams hidden, on Facebook, Instagram and TikTok ads.
AI sales agent
Sizing, shipping and “is it worth it” answered on the product page and at exit intent.
Abandoned cart recovery
A call within minutes and a text with their own cart. 3x recovery when the buyer is reached live.
Post-purchase surveys, answered.
Further reading: 32 post-purchase survey questions by goal · Buyer's remorse: what it is and how to prevent it · Feedback collection for DTC brands · Customer satisfaction improvement strategies