How to get customer videos for online shop ads

Choose the right moment after delivery

Customer videos are easiest to request once the product is in the buyer’s hands and the details of the order are still fresh. For an online shop, do not send the invitation as soon as payment clears: the parcel may still be on its way. Wait until delivery, then give the buyer a little time to unpack and try the product. A few days may suit cosmetics, while clothing buyers may need time to try an item on. A small accessory can often be shown a day or two after arrival.

Choose one repeatable moment instead of manually selecting customers you expect to say something positive. You can send a message after the order changes status or schedule it with a delay after delivery. WooCommerce lets you base an automated email on an order status and shop template. If you use another platform, add the link to your own post-delivery email. In both cases, customers should understand why you are writing and what you are asking them to do.

Avoid a string of reminders. One short message with a clear button is enough; if someone does not record a video, do not keep following up until an invitation feels like pressure. Exclude cancelled, unpaid, and returned orders, and move the send date if delivery is late. Those rules give your team a simple routine and make sure the request follows a real product experience, not just a click on “buy”.

Adjust the delay to the product and shipping time. Do not expect a video about a skincare product after one day if the buyer needs time to try it. Equally, do not wait a month to ask about unpacking an accessory that can be shown immediately. Start with a small group of orders, check that the timing does not conflict with returns, and then document the chosen delay in your process template.

Write an invitation customers can understand

The message should fit on a phone screen and answer three questions: who is writing, why the link was sent, and how long recording will take. Instead of a vague “share your feedback”, say that you are asking for a short video about the product they purchased. Give an expected duration, such as about 20 seconds, and explain that they can record or upload a clip without installing an app. Do not hide the commercial purpose: say that the shop may use the material in its communications, within the consent scope the customer chooses.

Use one clear button that opens the recording page directly. Limit extra links, attachments, and technical instructions; customers should not have to guess whether to reply to an email, sign in to the shop, or open another form. Use the brand name they recognize from the order and send the request from an address they have already seen. In an SMS, keep the copy short but do not remove the purpose or the reward terms.

Do not provide a script for the customer to read or a list of features they are supposed to praise. A neutral prompt is enough: what they bought, what first use was like, and which detail they would show. The buyer can speak in their own words, show the product or its packaging, and record without appearing on camera. That freedom makes recording easier and reduces the risk that every video will sound like the same advertisement.

Before sending the message, check it on a phone. The link should be easy to find, the button visible, and the instructions should not depend on attachments or a complicated sign-in. Place a test order and follow the journey as a customer: open the message, tap the link, and check whether it is clear what happens after the file is submitted. If your team must explain the process over the phone, simplify the invitation before sending it to more buyers.

Make recording simple on a phone

Most customers are not planning a home video shoot. Give them a page that works in a phone browser and a few short tips instead of a long manual. Suggest a quiet place, light in front of them, and a steady phone. Sound matters as much as the picture, so ask them to turn off a television or background music. Do not require special equipment, a tripod, or another editing app.

Set a reasonable length, such as 15 to 60 seconds, and let the customer record again before sending. They can say what they ordered, what the product looks like out of the box, and one detail they noticed while using it. For cosmetics, they might show the packaging or texture on a hand; for clothing, the fabric and finish. Do not ask them to demonstrate an outcome that cannot be judged in a short clip or disclose private information.

Explain consent before the camera turns on. The person recording should know where the shop may use the material, whether paid ads are included, how long it will be stored, and whom to contact with questions. Present the consent options in plain language and let the customer choose. Do not treat permission for an organic social post as automatic permission for a paid campaign. Keep the recorded choice linked to the specific file so the team does not have to guess later.

A short checklist before recording helps: show the product, mention one specific detail, and speak naturally. Say that a customer may speak without showing their face if they show the product and how it is used. Remind them not to record other people, shipping labels, or payment details. After submission, confirm that the file arrived and say when the shop may respond. A predictable process helps customers decide without uncertainty.

Offer a code for the submitted video and consent

If you offer an incentive, describe it clearly: the code is for the submitted video and consent, on the shop’s terms. Do not make it depend on positive wording, a product rating, or whether you publish the file. Customers should know whether the code is fixed, when it expires, what minimum spend applies, and whether it can be combined with other offers. Put the conditions in the campaign terms and summarize them in the message; do not make buyers discover restrictions at checkout.

Set the code value based on margin and the next purchase, not on a promise about how many videos you will receive. A percentage discount, fixed amount, or free shipping can be simpler than a points program. Decide in advance whether the code is single-use, assigned to a customer, or limited to a category. Configure it in your shop before sending invitations, then test it in a basket with exclusions and thresholds. This prevents the support team from having to repair unclear terms by hand.

Keep two decisions separate: granting the reward and approving a file for use. If a customer submits a video under the stated terms and gives the required consent, do not withdraw the reward because the material is critical or does not suit your campaign. You can decide not to publish a particular file, for example because its quality is poor or private data is visible. Explain this distinction before recording; a reward does not buy positive wording or unlimited rights to use someone’s image.

Also check how returns and cancelled transactions affect the offer. The campaign terms should say what happens to a code if an order is returned and whether it can be used on a later purchase. Legal and tax requirements vary by promotion, so have the shop’s compliance contact review the terms. Keep the key sentence unambiguous in every message: the code is for the submitted video and consent, on the shop’s terms.

Use videos within the consent scope

When a file arrives, check that the picture is clear, the sound is understandable, and the product can be recognized. Record which order it belongs to, the consent scope selected, and whether the customer received the code. Then decide whether it fits a product page, category page, newsletter, or ad. Each channel has its own aspect ratio and length requirements, so prepare a version that fits its destination.

Do not edit a statement in a way that changes its meaning. You can trim pauses, stabilize a frame, add captions, and include the brand, but do not add claims the customer did not make. If you plan to run a paid ad, confirm that consent covers that use. Permission for an organic social post should not be treated as permission for an ad. Keep the original file and scope information together, not in unrelated spreadsheets.

On a product page, place a video near details that help a shopper decide: photos, price, variants, or material information. Add a short caption that does not suggest one clip represents every buyer. In an ad, present a specific person’s experience without turning it into a universal result. On social media, check captions, framing, and publication context. Do not publish when you are unsure whether the selected scope fits the channel.

Start with a few videos and inspect the whole process: message delivery, link clicks, submitted files, code use, and the time your team spends. Measure your own data instead of assuming video alone will increase sales. If customers open the link but do not finish, improve the instructions or recording page. If videos arrive but have nowhere to go, plan their placement on product pages before inviting more people. WooCommerce shops can check the Zaply plugin listed in the WordPress.org directory.

Useful link: Get the Zaply plugin from WordPress.org

FAQ: customer videos