Post Purchase Surveys

Write to a person.

Support for Post Purchase Surveys is by email. A person reads every message and replies by email.

Most questions have an answer in the docs.

Support request By email
Write to support@postpurchase.net
Please include
  • Your store’s .myshopify.com address
  • What you did, and what you saw
  • The order number, if it is about one order
  • A screenshot, if you can
Please leave out Your buyers’ names, emails and addresses. The order number is enough.

Look for our reply.

  1. We reply by email

    Our reply comes from support@postpurchase.net, to the address you wrote from.

  2. Check your spam folder

    If you don’t see a reply, look in spam or promotions. Mark our message as “Not spam”.

  3. Add us to your contacts

    Save support@postpurchase.net as a contact, so our replies reach your inbox.

  4. Write again

    If you still have no reply, reply to your own message so the whole request stays in one thread.

Common questions

The survey does not show on my Thank you page.

Check three things: the Post-purchase survey block is on the page in the checkout editor, you saved the checkout editor, and Survey is live is on in the app. Each order can answer once, so test with a new order. See Install and set up.

I answered a test survey, but Insights shows nothing.

Insights never shows an answer that fewer than 3 buyers gave, so one test answer stays hidden. Real answers show once 3 buyers give the same answer. See small groups.

Order tags don’t appear on my orders.

Tags are added a short time after the order is created, sometimes a few minutes later. Only options with an order tag add one, and written answers never do. Check the option’s Order tag field in the survey editor.

Can I see who gave an answer?

The app keeps the order number, not the buyer’s name or email. Open the order in Shopify to see the buyer. Choice, rating and NPS answers are also saved on the order.

Is the survey anonymous?

No. Each answer links to an order, so you can find the buyer in Shopify. The app removes names, emails and phone numbers from written answers, but that does not make the survey anonymous.

I used the app before. What do I need to do?

Your survey and history copy over. Open the app, add the survey block in the checkout editor and switch the survey on. See Moving from the old app.

How do I delete my data?

Uninstall the app. Shopify then asks the app to delete your store’s data, and it deletes all of it. Buyers’ deletion requests are handled automatically. See Privacy and data.

Is there AI, an API or exports?

Not yet. Themes for written answers, Ask AI, a weekly insights email, exports, an API and an MCP server for AI agents are coming soon.