Overview
Complaint Portal for WooCommerce adds a complaint portal to the customer’s My account area and a Complaints screen to your WooCommerce admin. Customers report an issue with an order they placed; your team handles it with the order, product and customer context in one place.
| Customer portal | My account → Complaints |
|---|---|
| Admin dashboard | WooCommerce → Complaints |
| Requirements | WordPress and WooCommerce (HPOS supported) |
| Editions | Lite: free on WordPress.org · Pro: from €59 / year |
Getting started
Install and activate Lite
Install Complaint Portal for WooCommerce from WordPress.org and activate it. The Complaints tab appears in My account and the Complaints screen appears under WooCommerce.
Check the customer portal
Log in as a customer and open My account → Complaints. Click “Report an issue”, select one of your own orders and the relevant product, choose a category and describe the issue.
Share the reference
Every complaint gets a unique reference, such as CP-10421. Customers see it in their complaint overview together with the current status, so they always know where their complaint stands.
Handle complaints in the admin
Open WooCommerce → Complaints. Search and filter by status or category, open a complaint to see the order, product and customer context, and update the status as you work on it.
Resolve and close
When the issue is solved, set the status to Resolved. Close the complaint when nothing more is needed; it stays visible in the customer’s overview.
Complaint statuses
Lite uses a clear, fixed status workflow. Pro adds advanced statuses and workflows.
- New
- The customer has submitted the complaint. Nobody has reviewed it yet.
- Under review
- Your team is looking into the complaint.
- Resolved
- The issue has been solved and the customer has been informed.
- Closed
- The complaint is finished and archived in the overview.
Lite features
Everything included in the free Lite version on WordPress.org:
- Logged-in customer complaint portal
- Select customer’s own WooCommerce order
- Select relevant product
- Basic complaint categories
- Complaint description
- Unique complaint reference
- Customer complaint overview
- Complaint status tracking
- Admin complaint dashboard
- Search/filter complaints
- View order/product/customer context
- Update complaint status
- Basic resolution workflow
- Statuses such as New, Under Review, Resolved and Closed
- HPOS compatibility
Pro features PRO
Complaint Portal for WooCommerce Pro adds these workflows on top of Lite.
Guest complaints
Customers without an account can submit a complaint through the guest portal. Secure guest verification links the complaint to the right order.
Photo and evidence uploads
Customers attach photos or other evidence to their complaint, so your team can judge the issue right away.
Message timeline and internal notes
Reply to the customer in a shared message timeline. Internal staff notes are only visible to your team.
Assignments, SLAs and deadlines
Assign each complaint to a staff member and set an SLA, such as “resolve within 48 hours”. Remaining time is shown on the complaint.
Quality analytics
See complaint rates by product and category, complaint reasons, product defect and shipping damage insights, and resolution times.
All Pro features
- Guest complaint portal
- Secure guest verification
- Photo/evidence uploads
- Advanced complaint categories
- Advanced complaint workflows
- Customer/admin message timeline
- Internal staff notes
- Staff assignments
- Advanced statuses
- SLA management
- Deadlines
- Automation rules
- Advanced notifications
- Advanced resolution workflows
- Complaint analytics
- Complaint rate by product
- Complaint rate by category
- Complaint reason analytics
- Product defect insights
- Shipping damage insights
- Resolution-time analytics
- Commercial updates and support
Upgrading to Pro
- Choose a licence on the pricing section of Complaint Portal for WooCommerce, or take the Pro Bundle.
- Download Complaint Portal for WooCommerce Pro from your account.
- Upload it under Plugins → Add New → Upload Plugin and activate it.
- Enter your licence key in the plugin settings to receive updates and support.
Pro builds on Lite, so your existing settings and data stay in place.
FAQ
Is the Lite version of Complaint Portal for WooCommerce really free?
Yes. Lite is available for free on WordPress.org and includes a customer complaint portal, complaint references, status tracking and an admin dashboard.
Can guests submit a complaint?
Lite supports complaints from logged-in customers. Pro adds a guest complaint portal with secure guest verification.
Can customers upload photos?
Yes, in Pro. Customers can add photos and other evidence to their complaint.
Can customers see internal notes?
No. Internal staff notes in Pro are only visible to your team. Customers only see messages sent to them in the timeline.
What does quality analytics show?
Pro shows complaint rates by product and category, complaint reasons, product defect and shipping damage insights, and resolution-time analytics.
Will I keep my complaints when I upgrade to Pro?
Yes. Pro builds on Lite, so your existing complaints and settings stay in place.
Is it compatible with HPOS?
Yes. Both Lite and Pro are compatible with WooCommerce High-Performance Order Storage.
What happens when my Pro licence expires?
The plugin keeps working. You stop receiving commercial updates and support until you renew.
Troubleshooting
- Customers don’t see the Complaints tab
- The portal is available to logged-in customers in Lite. Check that the customer is logged in and that your theme shows the WooCommerce My account navigation. Guest complaints require Pro.
- An order is missing from the order list
- Customers can only select their own orders. Check that the order belongs to the logged-in customer account.