Post Purchase Surveys

Send survey reminders with Klaviyo

Some buyers close the Thank you page before they answer. With Klaviyo reminders, the app tells your Klaviyo account when an order has no answer, and your Klaviyo flow emails the buyer a link to the survey.

Reminders need the Starter plan or higher.

The email goes out from your own Klaviyo account. Post Purchase Surveys never sends email to your buyers.

How reminders work

  • You choose the delay: 1, 2, 3 or 7 days after the order.
  • When an order still has no answer after that time, the app sends the event Post Purchase Survey Not Answered to Klaviyo. Your flow sends the email.
  • Each order gets one reminder at most.
  • Only orders placed after you turn reminders on get a reminder.
  • The survey link works for 30 days and accepts one answer. The survey must be on.
  • When the buyer answers, the app sends Post Purchase Survey Answered, so your flow can skip buyers who already answered.

Before you start

  • Post Purchase Surveys on the Starter plan or higher.
  • A survey that is on. See Turn the survey on.
  • A Klaviyo account that sends email, and a Klaviyo login that can create API keys.
  • About 5 minutes, plus a short visit later to finish the flow.

1. Create a private API key in Klaviyo

  1. In Klaviyo, open Settings, then API keys. Click Create Private API Key.
  2. Name the key, for example “Post Purchase Surveys”, and choose a custom key.
  3. Give the key exactly two scopes: Accounts: Read Access and Events: Full Access. Leave every other scope at no access.

    Klaviyo has no write-only level for events, so Full Access is how you allow the app to write events. The app uses Accounts to test the key and Events to send the two survey events. It reads nothing else.

  4. Create the key and copy it. It starts with pk_.

2. Connect Klaviyo in the app

  1. In the app, open Reminders. If reminders are already set up, click Add channel. Choose Klaviyo.

    The wizard has four steps: Channel, Connect, Timing and message, and Test and turn on.

  2. Paste the key into Klaviyo private API key and click Connect Klaviyo.

    The app tests the key once, stores it encrypted and shows only its last 4 characters. To remove it, click Disconnect Klaviyo.

3. Build the flow in Klaviyo

The metric shows in Klaviyo only after the first event. The app sends the first event when the first reminder is due. If you cannot choose the metric yet, finish steps 4 and 5 first, then come back to this step after the first reminder.

  1. In Klaviyo, go to Flows, click Create flow, then Build your own.
  2. Choose the trigger Metric, then Post Purchase Survey Not Answered.
  3. Add an Email action. Put the survey link in the email with {{ event.survey_link }}.

    You can start from the sample email below.

  4. Optional: if you add a time delay before the email, add a flow filter: Post Purchase Survey Answered zero times since starting this flow.

    Then a buyer who answers during the delay gets no email.

  5. Set the flow to Live.

Event variables

VariableWhat it holds
{{ event.survey_link }}The survey link. Put it in every reminder email.
{{ event.order_number }}The order number, for example #1001, when the app knows it.
{{ event.order_id }}The Shopify order ID.
{{ event.survey_name }}The name of the survey.

4. Choose the timing

  1. In the app, at Timing and message, choose Send the reminder after: 1 day, 2 days, 3 days or 7 days.

    You write the email in your Klaviyo flow, not in the app.

5. Turn on reminders

  1. At Test and turn on, read the checklist, then click Turn on reminders.

    The app cannot send a test event to Klaviyo. The first real event comes when the first reminder is due. See Check that it works.

Sample email

Copy this into the Email action of your flow and change the words to suit your store.

Subject: A quick question about your order

Hi,

Thank you for your order. Could you answer a short survey? It takes less than a minute.

Answer the survey: {{ event.survey_link }}

The link works for 30 days.

Thank you!

The same text is in the app, with a Copy sample email button. To show the order number, add {{ event.order_number }}.

Check that it works

  • In the app, the Channels table on the Reminders page shows Klaviyo as Waiting for the first reminder until the app sends the first event. Then it shows Sending.
  • In Klaviyo, open Analytics, then Metrics. Post Purchase Survey Not Answered shows after the first event.
  • Open your flow in Klaviyo to see the emails it sent.
  • If the channel shows Needs attention, a delivery failed in the last 30 days. Check that the key still exists in Klaviyo with both scopes. If not, create a new key and connect again.

What data is sent

The app sends two events, only to your own Klaviyo account:

EventWhat it contains
Post Purchase Survey Not Answered The buyer’s email address, so Klaviyo can find the profile, and survey_link, order_number (when known), order_id, survey_name, survey_id and shop.
Post Purchase Survey Answered The buyer’s email address, and order_id, survey_name, survey_id and answers: the chosen answers and ratings only. Written answers are never sent.
  • The app reads the buyer’s email address from the Shopify order only when it sends an event. It uses the address for that one request, and never stores or logs it.
  • Your Klaviyo key is stored encrypted. The app shows only its last 4 characters.
  • Your Klaviyo account sends the email to the buyer, under your Klaviyo settings.

For the full details, see Privacy and data and our privacy policy.

Questions

Can a buyer get more than one reminder?

The app sends one event per order at most. If your flow sends more than one email after that event, Klaviyo sends each of them.

Do older orders get a reminder?

No. Only orders placed after you turn reminders on get one.

What if the buyer answers first?

An order that has an answer when the reminder is due gets no reminder. If the buyer answers after the event, the flow filter in step 3 stops a delayed email, and the link accepts one answer only.

Can I use Klaviyo and Shopify Flow together?

Yes. The app sends the reminder to each channel that is on, so let only one of them email the buyer.

Next steps