Poby Docs

Poby asks your customers how the shopping experience felt — not what they think of the product — right after they buy. A small widget appears on the order confirmation (Thank You) page and on the order-status page customers return to, and every answer flows into an analytics dashboard inside your Shopify admin.

• Built as a native checkout UI extension — no theme code, no scripts injected into your storefront.
• Reads only a customer's name and email, and only so you can identify and follow up on a response — never for marketing, and never shared.
• Renders from a pre-synced configuration with no blocking network calls, so your checkout speed is untouched. If anything goes wrong, the widget silently renders nothing — it can never break your page.

• 1. Install Poby from the Shopify App Store and approve the permission screen — Poby asks to read orders and customers so it can attach a name and email to each response.
• 2. Add the block. In your Shopify admin go to Settings → Checkout → Customize, open the Thank you page in the checkout editor, and add the Poby app block where you want it. Save.
• 3. Configure. Open Poby from your Apps list and visit Settings to pick your questions and headline (details below). Sensible defaults are already in place, so this step is optional.
• 4. Done. The widget also shows on the customer-account order-status page by default — customers who revisit their order can still leave feedback. You can turn that surface off in Settings.

Place a test order on your store to see the widget live. Each order can submit feedback once, so use a fresh test order to see it again.

Everything lives in Poby → Settings. Changes sync to your storefront automatically — no re-publish needed.

• Headline — the question shown above the stars. Default: "How was your shopping experience?"
• Display — render the form inline on the page, or as a compact popup prompt that opens the form in a modal. You can also delay its appearance by 0–30 seconds.
• Rating dimensions — which parts of the journey customers rate 1–5 stars: Overall purchase experience, Search, and Checkout. Poby nudges you if you enable too many at once — short surveys get more answers.
• Written comment — an optional free-text box for anything the stars didn't capture.
• "What went wrong?" tags — when the overall rating is 3 stars or lower, the customer can pick from quick reason tags (shipping cost, slow website, hard to find products, payment trouble, missing product info, …). Fully editable — rename, remove, or add your own, up to 12.
• "How did you hear about us?" — a one-tap attribution question (social media, search engine, friend or family, online ad, influencer, …). The option list is editable too, and it's included on every plan.
• Thank-you reward — optionally show a discount code and a short message after a customer submits feedback. You create the code in Shopify; Poby just presents it.
• Returning customers — once-in-a-lifetime questions (account creation, login, "how did you hear about us?") are automatically hidden for customers Poby recognises as returning, so nobody gets asked how they discovered you twice. You choose which questions this applies to.

After checkout, the widget appears with your headline and star rows for the dimensions you enabled. Depending on your settings, a low rating reveals the "what went wrong?" tags, and the attribution question and comment box follow. Submitting shows a thank-you note — with your discount code if you configured one. Customers can also dismiss the widget with "Not now", and Poby won't ask again for that order.

• One submission per order — duplicates are rejected server-side.
• Feedback is tied to the order, not to a customer profile; Poby collects no names, emails, or addresses through the widget.
• The widget inherits your checkout's look via Shopify's native components, so it matches your brand automatically.

The Poby dashboard in your admin shows, at a glance:

• Response volume and average rating, with a 30-day daily trend.
• Rating distribution (how many 1–5 star answers) and positive / low / commented splits.
• Top issues — which "what went wrong?" tags come up most.
• Where customers heard about you — attribution totals from the hear-about question.

The Feedback page lists every submission — filter written comments, open any entry for detail, and download everything as a CSV (experiences.csv) to slice in a spreadsheet.

Free — $0, forever: the Thank-You and order-status widgets, Overall / Search / Checkout ratings, written comments, "what went wrong?" tags, the attribution question, thank-you rewards, the analytics dashboard, and CSV export.

Poby Premium — $5.49/month, 14-day free trial: everything in Free, plus six more journey dimensions (browsing, login, registration, navigation, filtering, add-to-cart), return experience comments, and per-dimension analytics and trends.

Premium is billed through Shopify's billing system — you approve the charge in your Shopify admin before anything is billed. Upgrade or cancel any time from the Plan page in the app; cancelling returns you to the Free plan.

Poby is authenticated with Shopify session tokens and implements Shopify's mandatory GDPR webhooks — data-request and erasure events are handled automatically. It reads a customer's name and email from the order solely so you can identify and follow up on a response; every access to those fields is written to an audit log, and they are excluded from the CSV export. If you uninstall, feedback data is deleted 30 days later (kept briefly so a reinstall doesn't lose your history). Details in the Privacy Policy and the Data Processing Agreement.

Email support@getpoby.com with your store URL (and your theme name plus a screenshot, if something looks off) and we'll get back to you within 1 business day. The support page has more.