Shopify NPS Alerts Not Sending

If an OrderSurvey NPS alert is not sending, check four things in order: your plan, the saved destination and threshold, the new NPS answer, and that response's delivery status. A saved configuration does not prove that a message reached Slack or another destination.

Free includes 100 responses per rolling 30 days, unlimited surveys, branching, targeting and analytics. Unlimited is $24 USD per store per month and adds unlimited responses, CSV export, configured low-NPS webhook alerts and priority support. This guide helps you locate the missing step without changing customer answers or creating duplicate notifications.

Check the saved configuration and plan

Open OrderSurvey → Settings → Notification Alerts. The plan message and configuration message answer different questions:

Choose the destination format, enter its webhook URL, set the threshold and select Save Settings. Editing a field without saving does not update the configuration.

For Slack, use the incoming webhook associated with the intended channel. The Slack incoming-webhook documentation explains how a workspace member obtains the URL. Treat that URL as a secret; it belongs in the app setting, not a public screenshot or support transcript. If your workspace restricts app installation, involve its administrator.

For Microsoft Teams or a custom JSON receiver, use the matching destination format. The NPS follow-up guide covers destination setup and the support workflow after an alert arrives.

Confirm that the new answer qualifies

Alerts depend on a new saved answer to an NPS question. A low star rating, a free-text complaint or a low overall dashboard score does not trigger this setting. Check the question type in the survey builder and the actual saved answer in Responses.

The threshold is inclusive. With a threshold of 6, a score of 6 qualifies and a score of 7 does not. 0 is a valid threshold that includes a score of zero. A blank threshold disables alerts.

Saving settings or upgrading after an answer was collected does not replay that earlier answer. For a controlled check, use a new order in your own test store with Unlimited alert access and submit one qualifying response after the settings are saved. Reusing the same order and survey is not a reliable new-alert test because OrderSurvey prevents duplicate submissions for that pair.

Keep the test time, survey, order reference and score together, and exclude the test from your merchant results. Do not ask a real customer to submit another answer simply to troubleshoot your notification.

Read the alert status in Responses

Find the saved response in OrderSurvey → Responses and expand its details. When an alert record exists, its status tells you what happened after the answer was saved.

If the response exists but has no alert status, start with its eligibility when it was saved: Unlimited access, an NPS answer at or below the threshold, and a configured destination. A response can be saved successfully without qualifying for an alert.

An alert failure does not delete the saved survey response. Keep collecting and reviewing answers while investigating the delivery problem.

Retry a failed alert without duplicating messages

Retry alert appears for a failed alert. It queues another delivery attempt; the button itself is not confirmation that a message arrived. Reload the response details and check both the updated status and the destination.

A retry also depends on the current configuration. If you replaced the webhook URL, the old failed alert does not automatically move to the new destination. Verify the new setup with a new controlled response or ask support to review the earlier event.

For Delivery unconfirmed, the receiver may have accepted a message even though OrderSurvey could not confirm the outcome. Check the channel before asking support for help. Include the store domain, survey and response reference, score, test time with timezone, and visible status. Keep the full webhook URL and unnecessary customer details out of the message.

Check the message content and follow through

Slack and Teams alerts contain the store, score, threshold and order reference. They direct your team to Responses for the full answer; customer-written free text is not included in those chat formats. A custom JSON webhook receives the event and survey answers, so choose a receiver appropriate for that data.

An alert helps someone notice feedback. Assign a person to review it and use your existing support process when contact is appropriate. OrderSurvey does not automatically create a helpdesk ticket or send a customer follow-up email from this setting.

Free includes 100 responses per rolling 30 days, unlimited surveys, branching, targeting and analytics. Unlimited is $24 USD per store per month and adds unlimited responses, CSV export, configured low-NPS webhook alerts and priority support. If you are choosing the survey first, start with the Shopify NPS setup guide.

Frequently asked questions