If a customer or respondent did not receive a survey invitation, follow-up, or coupon email, follow the steps below to identify the cause.
Check these first
Does the survey's Delivery settings have an email channel enabled with a template assigned?
Was the customer's email address actually captured (via a required Email Capture question, or from their Shopify order)?
Do the survey's audience/targeting settings (tags, purchased products) match this customer?
Check the recipient's spam/junk folder.
Identify the cause
No email template assigned — Open the survey editor's Delivery tab and confirm a template is selected for the email channel.
Email address wasn't captured — If your survey uses an Email Capture question, check whether it's required. If it's optional and the respondent skipped it, no follow-up or coupon email is sent. For post-purchase emails, confirm the order has a customer email on file.
Audience targeting excluded this customer — Under Delivery, check tag- or product-based targeting rules; a mismatch will silently skip the send.
This customer already received this survey — By default, a survey only emails a given address once. Check the recurrence setting if you expected a repeat send.
Filtered as spam — Ask the customer to check their spam/junk folder.
If this still doesn't resolve it
Please contact us via live chat with the survey name, the order or customer affected, and roughly when the email should have been sent.