Post Purchase Surveys

Send survey reminders with Shopify Flow

Some buyers close the Thank you page before they answer. With Shopify Flow reminders, the app runs a Flow trigger when an order has no answer, and your workflow sends the buyer a link to the survey, for example with Shopify Email.

Reminders need the Starter plan or higher.

Your workflow sends the message, through Shopify Email or another app. 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 runs the trigger Post-purchase survey not answered. Your workflow sends the message.
  • 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 runs Post-purchase survey answered. You can use it in a second workflow, for example to tag the order.

Before you start

  • Post Purchase Surveys on the Starter plan or higher.
  • A survey that is on. See Turn the survey on.
  • The Shopify Flow app, which is free, and a Flow action that can email a customer, such as Shopify Email’s Send marketing email or another email app.
  • About 10 minutes.

1. Choose Shopify Flow in the app

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

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

  2. At Connect, there is nothing to paste. The step shows the trigger names and the survey link variable. Click Open Shopify Flow, and keep the app open in another tab.

2. Build the workflow in Shopify Flow

  1. In Shopify Flow, click Create workflow. Choose the trigger Post-purchase survey not answered, from Post Purchase Surveys.
  2. Add an action that sends the customer a message, for example Send marketing email (Shopify Email) or the email action of another app.
  3. Put the survey link in the message with {{ surveyLink }}. In the variable picker, it is Survey link.

    You can start from the sample message below.

  4. Turn the workflow on.

Trigger variables

TriggerVariables
Post-purchase survey not answered surveyLink (the survey link), surveyName (the name of the survey), surveyDueAt (when the reminder was due), order (the order, with its customer, for example {{ order.name }}) and shop.
Post-purchase survey answered answers (the chosen answers and ratings, never written answers), answeredAt, surveyName, order and shop.

3. Optional: a workflow for answered orders

  1. Create a second workflow with the trigger Post-purchase survey answered.
  2. Add an action, for example Add order tags, or a follow-up message. Then turn the workflow on.

    Answers over your plan’s monthly limit do not run this trigger.

4. Choose the timing

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

    You write the message in your Flow action, 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 run a test trigger. The first real trigger comes when the first reminder is due. See Check that it works.

Sample message

Use this in your email action and change the words to suit your store.

Subject: A quick question about your order

Hi,

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

Answer the survey: {{ surveyLink }}

The link works for 30 days.

Thank you!

Check that it works

  • The app cannot see whether your workflow exists. So the Channels table on the Reminders page shows Shopify Flow as Waiting for the first reminder until the app runs the first trigger. Then it shows Sending.
  • In Shopify Flow, open your workflow. Recent runs shows each run and whether the action worked.
  • If no run shows after the first reminder was due, check that the workflow is on and uses the trigger Post-purchase survey not answered.

What data is sent

  • For a reminder, the app sends Flow the order ID, the survey link, the time the reminder is due and the survey’s name.
  • For an answer, it sends the order ID, the time of the answer, the survey’s name, and the chosen answers and ratings as text. Written answers are never sent.
  • The app sends Flow no customer details. Flow reads the order and the customer in your store itself, and your action sends the message.

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

Questions

Can a buyer get more than one reminder?

The app runs the trigger once per order at most. If your workflow sends more than one message, each of them goes out.

Do older orders get a reminder?

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

Which email action should I use?

Any Flow action that can email the order’s customer works. Check that action’s rules for which customers it can email. For example, a marketing email action may reach only customers who agreed to get marketing email.

Can I use Shopify Flow and Klaviyo together?

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

Next steps