Check your Integration
Go to the Integrations page to confirm whether the Shopify integration is connected or not connected. The page will say 'Connected to' your store URL and you'll be all good to go.
If your Shopify Integration does not say 'Connected to', click Connect to establish the connection between Kno and your Shopify Admin.
Stores Registered Through Shopify
If you installed the Kno app through Shopify or used our Shopify option in our Registration process, we've automatically installed the script to your order confirmation screen using Shopify's API. Check your integration above to confirm.
Stores Registered Through Email/Google
If you signed up through our registration link/page and used either the email or Google option to register, you have one more step to take. Go to Settings -> Integrations and then click the option to Connect Shopify.
Then all you have to do is add your Shopify store URL and click submit. Then it will redirect to your Shopify store to install the app!
NOTE: The KnoCommerce user you use to sign into the app must also have App Installation Privileges on your Shopify store. If you get an error, either add an authorized user to your Kno account and have them do the integration or adjust the privileges for your current username to include App Installation.
Stores Using Checkout Extensibility
If your store has upgraded your Thank You page and Order Status page to Extensibility, you'll need to follow the instructions in our Extensibility help doc to finalize your setup. If you're not sure what that means, there are additional instructions in the document to help you determine whether your store has been upgraded or not.
Add your survey to Shopify's confirmation screen
There are two different ways to get your survey live on Shopify. Both ways are equally effective!
Survey Save & Publish
After you build your survey in the survey builder and click the yellow 'Save' button, choose Shopify under the Published Confirmation Screen dropdown to add your survey to Shopify.
Publish from Main Surveys
If you save your survey but need to wait until later to add it to Shopify, you can do so from the Main Surveys page. Click the gray button and choose Shopify to add the survey to the Shopify confirmation page.
Testing your survey live
Non-Shopify Extensibility Stores
For stores that are NOT using Checkout Extensibility yet (see the above 👆 section for more info), you can easily test your surveys without a test order.
On your Shopify Admin, go to "Orders", and select an order that has already been placed. Click on "More actions" and "View order status page".
Shopify Extensibility Stores
If you have added the Kno extension block on the Order Status page, you can follow the same directions for testing above.
At the time of writing of this help doc, Shopify has not provided a testing option for extension blocks on the Thank You page. To test that location, you'll need to place a test order (make sure the customer matches any Audience that is live for your survey).
Final Troubleshooting
If you're not seeing the survey for any reason, not the following:
At this time, we only collect surveys on orders placed through the Shopify checkout (or Recharge integration if you've added your survey there). Any customer service or manual orders will not show the survey.
If you've set an audience to your survey, be sure the order matches your audience criteria. If not, it may not show.
Once a customer/email has completed the survey, it won't appear to the same customer again.
If you're still stuck, reach out and we'll help you ASAP!