A Shopify post-purchase survey can email the buyer after the order is paid. In SK Form Builder, an order-paid webhook sends that email. You set the delay. The app deduplicates the send so the same order does not get a second survey email. The catalog does not assign this email to a paid tier.
The survey is not a public review widget and it does not publish stars on the product page. Review apps ask for a rating other shoppers will see. This email asks a question your team will read. Keep those jobs apart.
Survey versus a review request
Send a survey when you need a reason: why they bought, how they heard about you, or whether the size matched the chart. Send a review request when you want a public rating. Doing both in one email confuses the buyer and mixes two tools.
SK Form Builder can include a star rating or an emoji scale as a field on the form the email links to. Those answers stay with the submission. The catalog does not say they become a Shopify product review. Do not promise a storefront star average from this app.
- A survey answer is private to your submissions inbox unless you export it.
- A product review is meant for other shoppers. This catalog does not describe that display.
- A CSAT score of 1 to 5 exists on the ticket system after a support ticket is resolved. That email is not the order survey.
How the paid-order email works
The trigger is an HMAC-checked order-paid webhook. The message waits for the delay you configure, then sends once for that order. It does not send on an unpaid checkout, and the catalog does not describe a second reminder.
- Delay: you choose how long after payment the email goes out. The catalog does not publish a default number of hours. Set one and write it down.
- One email per order: deduplicated, so a repeated webhook does not mail the buyer again for the same order.
- Custom SMTP: you can send through your own server, with a test send before you save. If that server fails, the app uses its own sender and alerts you. SMTP is not assigned to a plan tier in the catalog.
The customer email template can include merge tags for the customer name, the form name, the date, and field values. Use those on the survey invitation so the order feels specific. The merchant notification is a separate email, with reply-to set to the customer, and it fires on a normal submission. Do not confuse the invitation with the “new submission” alert.
Plan prices are Starter at no charge, Basic at $4.99 a month or $49.90 a year, and Pro at $12.99 a month or $129.90 a year. The order-paid survey is documented without a tier. Nothing in the feature list ties that email to Basic.
Questions that fit one screen
Ask one primary question and at most two follow-ups. A buyer who just paid will not finish a ten-field form.
A reason-for-purchase example
Question one is a radio group: gift, replacement, first try, or reorder. Question two is a textarea that appears only when the radio equals “something else,” using a show-or-hide rule. Operators available for that rule are equals, contains, is empty, and greater or less than. Question three, if you need it, is a single checkbox for “you may reply,” with wording your own policy supports. The catalog does not store a separate consent archive for that checkbox.
What to leave off
Leave off a file upload, a product picker, and a long address. You already have the order. Leave off a request for a public review title and body unless a different app will display them. A grid or matrix question exists for satisfaction tables. It is easy to overuse on a phone. Prefer a radio group for this email.
Delay, subject, and export
Pick a delay that matches the product. A digital file can be surveyed sooner than furniture that has not arrived. The catalog gives you a configurable delay. It does not recommend a number of days. If you sell made-to-order goods, wait until the buyer could have received them, or you will measure the wait instead of the product.
Write a subject that names the order, using the merge tags the email editor supports. Avoid a subject that says “review” if the form is not a review.
Answers land in the submissions inbox. You can export CSV, Excel, or PDF. CSV exports over 1,000 rows run as a background job and email you a download link. Google Sheets can also append each submission as a row, with a header written on first use. The catalog does not assign Sheets to a plan. A field-level drop-off report shows where people abandon the survey form. It does not explain a low response rate by itself.
UTM parameters and device type are stored on the submission automatically. That tells you whether the survey link was opened on a phone. It does not tell you the campaign that created the original order unless those parameters are still on the survey page.
Questions about post-purchase surveys
Can the survey include a product review?
You can ask review-style questions. The catalog does not publish those answers on the product page. Use a review app for public stars.
Which plan sends the customer email?
The catalog documents the order-paid survey and custom SMTP without a plan gate. Confirm the toggle in your app. Do not assume it is locked to Basic or Pro.
Will every order email the buyer?
The send is tied to a paid order, delayed, and deduplicated per order. It is not documented for unpaid checkouts, and it is not documented as a series of reminders.
Set the survey up in SK Form Builder if you want a private answer after payment. Install SK Form Builder and place one test order before you turn the email on for every buyer.