This article covers troubleshooting for the post-purchase survey, a Shopify-only feature. If your survey isn't appearing on the post-purchase page, check the items below to identify the cause.
Please note that because Shopify's post-purchase delivery channel requires the use of specific components, the actual display may differ slightly from the in-app preview.
Check these first
- The post-purchase app block has been added in the Shopify theme editor (see how to add it)
- The survey has been published in step 4 of the survey editor
- You haven't retested with the same order (test with a new order)
Identify the cause
The app block hasn't been added
Confirm that the post-purchase app block has been added to your Shopify theme. See How to display a survey on the Shopify post-purchase page (thank you page) for setup instructions.
The survey isn't published
Go to step 4, "Publish," in the survey editor and confirm the survey has been published.
You've already tested with the same order
A post-purchase survey only displays once per order. Once it has been shown, it won't display again for that order — please test with a new order.
If this still doesn't resolve it
If the issue persists, please contact us via live chat.