# Auto-Tag Orders
Source: https://simplicityapps.mintlify.app/features/auto-tagging

Automatically tag Shopify orders with NPS ratings (Premium feature)

<Info>
  **Premium Feature** - Available on the Premium plan (\$7.99/month)
</Info>

## What is Auto-Tagging?

Auto-tagging automatically adds tags to your Shopify orders when customers submit NPS ratings. This allows you to segment and filter orders based on customer satisfaction.

### Tag Format

Tags are added in this format:

```
simple_nps_rating:9
```

Where the number is the actual rating (0-10) the customer provided.

## Why Use Auto-Tagging?

<CardGroup cols={2}>
  <Card title="Segment Customers" icon="users">
    Filter orders by satisfaction level in Shopify admin
  </Card>

  <Card title="Trigger Workflows" icon="bolt">
    Use tags to trigger automated actions via Shopify Flow
  </Card>

  <Card title="Identify VIPs" icon="star">
    Quickly find and reward your most satisfied customers
  </Card>

  <Card title="Target Marketing" icon="bullseye">
    Export tagged orders for targeted email campaigns
  </Card>
</CardGroup>

## How It Works

<Steps>
  <Step title="Customer Submits Rating">
    After completing their purchase, the customer rates your store (0-10) on the thank you page
  </Step>

  <Step title="Rating is Saved">
    The rating is saved to your NPS dashboard
  </Step>

  <Step title="Order is Tagged">
    If auto-tagging is enabled, the order is immediately tagged with `simple_nps_rating:X`
  </Step>

  <Step title="View in Shopify">
    The tag appears in the Shopify admin order details
  </Step>
</Steps>

<Note>
  Tags are added in real-time as soon as the customer submits their rating.
</Note>

## Enabling Auto-Tagging

<Steps>
  <Step title="Upgrade to Premium">
    Auto-tagging requires an active Premium subscription
  </Step>

  <Step title="Open App Settings">
    In your Shopify admin, open Simple NPS Survey and click **Settings**
  </Step>

  <Step title="Enable Auto-Tagging">
    Toggle the "Auto-tag orders with their NPS rating" switch to ON (it is already enabled by default when upgrading to Premium)
  </Step>

  <Step title="Changes Save Automatically">
    Settings are saved automatically after 2 seconds
  </Step>
</Steps>

## Using Tags in Shopify

### Filtering Orders

In your Shopify admin Orders page:

1. Click "Filter" button
2. Select "Tagged with"
3. Enter `simple_nps_rating:9` (or any rating)
4. View all orders with that specific rating

### Finding Promoters

To find your happiest customers:

```
simple_nps_rating:9 OR simple_nps_rating:10
```

### Finding Detractors

To identify unhappy customers:

```
simple_nps_rating:0 OR simple_nps_rating:1 OR ... simple_nps_rating:6
```

<Tip>
  Use saved filters in Shopify to quickly access common segments like "Promoters" or "Detractors"
</Tip>

## Use Cases

### 1. Follow Up with Detractors

<Steps>
  <Step title="Filter by low ratings">
    Find orders tagged with ratings 0-6
  </Step>

  <Step title="Review order details">
    Check for issues: late delivery, damaged products, etc.
  </Step>

  <Step title="Reach out proactively">
    Send a personal email or offer compensation
  </Step>

  <Step title="Convert detractors to promoters">
    Show you care and turn negative experiences around
  </Step>
</Steps>

### 2. Request Reviews from Promoters

<Steps>
  <Step title="Export promoter orders">
    Filter for ratings 9-10 and export to CSV
  </Step>

  <Step title="Send review requests">
    Use email marketing to ask for Google/Trustpilot reviews
  </Step>
</Steps>

### 3. VIP Customer Program

<Steps>
  <Step title="Identify repeat promoters">
    Find customers with multiple high-rated orders
  </Step>

  <Step title="Add to VIP segment">
    Tag with additional VIP tag or add to Shopify customer group
  </Step>

  <Step title="Reward loyalty">
    Send exclusive offers, early access, or free shipping
  </Step>
</Steps>

### 4. Shopify Flow Automation

If you have Shopify Plus and Shopify Flow:

```
Trigger: Order is tagged with "simple_nps_rating:10"
Action: Add customer to "Brand Advocates" email list
Action: Send thank you email with referral code
```

<Info>
  Shopify Flow is available on Shopify Plus. Learn more about [Shopify Flow](https://help.shopify.com/en/manual/shopify-flow).
</Info>

## FAQ

<AccordionGroup>
  <Accordion title="Are existing ratings tagged retroactively?" icon="clock-rotate-left">
    No. Tags are only added to orders going forward after you enable auto-tagging. Existing ratings are not retroactively tagged.
  </Accordion>

  <Accordion title="Can I remove or change tags?" icon="pen-to-square">
    Yes! Tags work like any other Shopify order tag. You can manually remove or edit them in the Shopify admin if needed.
  </Accordion>

  <Accordion title="What if I disable auto-tagging?" icon="toggle-off">
    Existing tags will remain on orders. New ratings will not add tags. You can manually remove old tags if desired.
  </Accordion>

  <Accordion title="Do tags affect anything else?" icon="triangle-exclamation">
    No. Tags are purely organizational. They don't affect shipping, inventory, taxes, or any other Shopify functionality.
  </Accordion>

  <Accordion title="Can I customize the tag format?" icon="sliders">
    Currently, the tag format is fixed as `simple_nps_rating:X`. Custom tag formats may be added in a future update.
  </Accordion>
</AccordionGroup>

## Upgrade to Premium

Auto-tagging is included in the Premium plan.

<Card title="Upgrade Now" icon="gem" href="/pricing/premium-plan">
  Get unlimited ratings + auto-tagging + CSV export for \$7.99/month
</Card>

## Need Help?

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/support/faq">
    More questions about auto-tagging
  </Card>

  <Card title="Contact Support" icon="headset" href="/support/contact">
    Get help from our team
  </Card>
</CardGroup>


# CSV Export
Source: https://simplicityapps.mintlify.app/features/csv-export

Download all customer ratings and feedback as CSV (Premium feature)

<Info>
  **Premium Feature** - Available on the Premium plan (\$7.99/month)
</Info>

## What is CSV Export?

CSV Export allows you to download all your customer rating data in a spreadsheet-friendly format. Perfect for deeper analysis, reporting, or importing into other tools.

## What's Included in the Export?

Each exported row contains:

| Column           | Description                     | Example          |
| ---------------- | ------------------------------- | ---------------- |
| **Rating**       | 0-10 score                      | 9                |
| **Category**     | Promoter, Passive, or Detractor | Promoter         |
| **Order Number** | Shopify order number            | #1234            |
| **Comment**      | Customer feedback (if provided) | "Great service!" |
| **Date**         | When rating was submitted       | 01/15/2025       |

## How to Export Data

<Steps>
  <Step title="Open Dashboard">
    Navigate to the Simple NPS Survey dashboard in your Shopify admin
  </Step>

  <Step title="Apply Filters (Optional)">
    Use the filter buttons to narrow down data:

    * All responses
    * Promoters only (9-10)
    * Passives only (7-8)
    * Detractors only (0-6)
  </Step>

  <Step title="Click Export to CSV">
    Click the "Export to CSV" button in the top right of the responses section
  </Step>

  <Step title="Download File">
    Your browser will automatically download a file named `nps-responses-YYYY-MM-DD.csv`
  </Step>
</Steps>

<Note>
  The export includes only the filtered data. Apply filters before exporting if you want a subset of your data.
</Note>

## Using Exported Data

### Open in Excel or Google Sheets

<Tabs>
  <Tab title="Excel">
    1. Open Microsoft Excel
    2. Click File → Open
    3. Select your downloaded CSV file
    4. Data will automatically populate in columns
  </Tab>

  <Tab title="Google Sheets">
    1. Open Google Sheets
    2. Click File → Import
    3. Upload your CSV file
    4. Choose "Import data" and "Replace spreadsheet"
  </Tab>

  <Tab title="Numbers (Mac)">
    1. Open Apple Numbers
    2. Drag and drop the CSV file
    3. Data will import automatically
  </Tab>
</Tabs>

### Analysis Use Cases

<CardGroup cols={2}>
  <Card title="Pivot Tables" icon="table">
    Create pivot tables to analyze rating trends by month, category, or product
  </Card>

  <Card title="Charts & Graphs" icon="chart-column">
    Visualize data with custom charts beyond the dashboard
  </Card>

  <Card title="Email Lists" icon="envelope-open-text">
    Extract order numbers for targeted email campaigns
  </Card>

  <Card title="Custom Reports" icon="file-chart-column">
    Build monthly or quarterly reports for stakeholders
  </Card>
</CardGroup>

## Advanced Analysis Examples

### 1. Month-over-Month Comparison

<Steps>
  <Step title="Export data for two months">
    Export all data from your dashboard
  </Step>

  <Step title="Group by month in Excel">
    Use Excel's GROUP BY or pivot table features
  </Step>

  <Step title="Compare NPS scores">
    Calculate NPS for each month and compare trends
  </Step>
</Steps>

### 2. Comment Sentiment Analysis

<Steps>
  <Step title="Export promoter comments">
    Filter for Promoters (9-10) and export
  </Step>

  <Step title="Identify common themes">
    Read through comments and tag common positive themes
  </Step>

  <Step title="Leverage in marketing">
    Use recurring praise in product descriptions and ads
  </Step>
</Steps>

## Integration with Other Tools

### Import into CRM

Many CRMs accept CSV imports:

* **HubSpot** - Import contacts with custom NPS field
* **Salesforce** - Add NPS data to customer records
* **ActiveCampaign** - Create segments based on NPS

### Analytics Platforms

Analyze data in dedicated tools:

* **Google Data Studio** - Create custom dashboards
* **Tableau** - Build advanced visualizations
* **Power BI** - Enterprise reporting

### Email Marketing

Use for targeted campaigns:

* **Klaviyo** - Segment by NPS score
* **Mailchimp** - Import as tags or custom fields
* **Omnisend** - Create automation workflows

<Tip>
  When importing to other tools, the "Order Number" column helps you match ratings back to customers and products.
</Tip>

## CSV File Format

The exported file uses standard CSV format:

```csv  theme={null}
Rating,Category,Order Number,Comment,Date
9,Promoter,#1234,"Great service!",01/15/2025
7,Passive,#1235,,01/15/2025
10,Promoter,#1236,"Best store ever!",01/16/2025
```

<Info>
  Comments with quotes or commas are automatically escaped for compatibility with all spreadsheet software.
</Info>

## Export Best Practices

<AccordionGroup>
  <Accordion title="How often should I export?" icon="clock">
    **Monthly exports** work well for most stores. Export at the end of each month for consistent records.
  </Accordion>

  <Accordion title="Should I filter before exporting?" icon="filter">
    It depends on your use case:

    * **Full exports**: Good for complete backups
    * **Filtered exports**: Useful for targeted campaigns (e.g., only Promoters for review requests)
  </Accordion>

  <Accordion title="How to handle large datasets?" icon="database">
    For thousands of ratings:

    * Use Excel's Power Query for advanced filtering
    * Consider database tools like MySQL or PostgreSQL
  </Accordion>
</AccordionGroup>

## Upgrade to Premium

CSV Export is included in the Premium plan.

<Card title="Upgrade Now" icon="gem" href="/pricing/premium-plan">
  Get unlimited ratings + CSV export + auto-tagging for \$7.99/month
</Card>

## Need Help?

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/support/faq">
    More questions about CSV export
  </Card>

  <Card title="Contact Support" icon="headset" href="/support/contact">
    Get help from our team
  </Card>
</CardGroup>


# NPS Dashboard
Source: https://simplicityapps.mintlify.app/features/nps-dashboard

Track customer satisfaction with real-time analytics

## Dashboard Overview

The NPS Dashboard is your command center for understanding customer satisfaction. It provides real-time insights into how customers feel about your brand.

## Key Metrics

### Net Promoter Score

Your NPS score is displayed prominently with color-coded status:

<CardGroup cols={3}>
  <Card title="Excellent" icon="face-smile">
    **Score: 70+**

    Green indicator - You're doing great!
  </Card>

  <Card title="Good" icon="face-meh">
    **Score: 0-69**

    Amber indicator - Room for improvement
  </Card>

  <Card title="Needs Work" icon="face-frown">
    **Score: Below 0**

    Red indicator - Focus on customer satisfaction
  </Card>
</CardGroup>

### Response Breakdown

See how your customers are distributed:

* **Promoters (9-10)** - Loyal enthusiasts who will refer others
* **Passives (7-8)** - Satisfied but unenthusiastic
* **Detractors (0-6)** - Unhappy customers at risk of churning

The donut chart visualizes this distribution, making it easy to spot trends.

## 30-Day Trend Graph

Track how your NPS score changes over time:

* **Daily data points** - See scores for each day
* **Trend line** - Identify improving or declining satisfaction
* **Response volume** - Understand sample size for each day

<Tip>
  A consistent upward trend indicates improving customer satisfaction. Focus on maintaining and building on positive changes.
</Tip>

## Customer Responses

### Viewing Responses

All customer ratings appear in a sortable table:

* **Rating badge** - Color-coded (green, amber, red)
* **Order number** - Click to view order in Shopify admin
* **Customer comment** - Read detailed feedback
* **Date submitted** - When the rating was given

### Filtering Options

Filter responses by category:

<Tabs>
  <Tab title="All">
    View all responses regardless of score
  </Tab>

  <Tab title="Promoters">
    See only ratings of 9-10
  </Tab>

  <Tab title="Passives">
    See only ratings of 7-8
  </Tab>

  <Tab title="Detractors">
    See only ratings of 0-6
  </Tab>
</Tabs>

<Info>
  Filter counts update in real-time. Use filters to quickly identify patterns in positive or negative feedback.
</Info>

## Dashboard Tips

<AccordionGroup>
  <Accordion title="Best time to check dashboard" icon="clock">
    Review your dashboard weekly at a minimum. Monday mornings work well for identifying weekend patterns.
  </Accordion>

  <Accordion title="Understanding sample size" icon="users">
    NPS becomes more reliable with more responses. Aim for at least 30-50 ratings before making major decisions based on score.
  </Accordion>

  <Accordion title="Reading comments effectively" icon="message">
    Look for patterns across multiple comments rather than reacting to individual feedback. Common themes indicate systemic issues or strengths.
  </Accordion>

  <Accordion title="Benchmark scores" icon="chart-line">
    Industry average NPS varies widely. E-commerce typically sees scores between 30-60. Focus on improving your own trend rather than comparing to others.
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="Export Data" icon="download" href="/features/csv-export">
    Download ratings for deeper analysis (Premium)
  </Card>

  <Card title="Auto-Tag Orders" icon="tag" href="/features/auto-tagging">
    Automatically tag orders with ratings (Premium)
  </Card>
</CardGroup>


# Features Overview
Source: https://simplicityapps.mintlify.app/features/overview

Complete guide to Simple NPS Survey features

## All Features at a Glance

<CardGroup cols={2}>
  <Card title="NPS Dashboard" icon="chart-line" href="/features/nps-dashboard">
    Beautiful analytics dashboard with NPS score, trends, and customer feedback
  </Card>

  <Card title="Auto-Tag Orders" icon="tag" href="/features/auto-tagging">
    Automatically tag Shopify orders with NPS ratings (Premium)
  </Card>

  <Card title="CSV Export" icon="download" href="/features/csv-export">
    Download all customer responses and ratings (Premium)
  </Card>

  <Card title="Thank You Page Widget" icon="square-poll-horizontal">
    Clean, modern survey widget on your order confirmation page
  </Card>
</CardGroup>

## Core Features (All Plans)

### Real-Time NPS Tracking

Monitor your Net Promoter Score as customers submit ratings. The dashboard updates automatically with:

* **Current NPS Score** - Calculated in real-time
* **Total Responses** - How many customers have rated you
* **Category Breakdown** - Promoters, Passives, and Detractors
* **Average Rating** - Mean score across all ratings

### Customer Feedback Collection

Collect ratings on a 0-10 scale with optional comments:

* Simple, intuitive interface for customers
* Optional comment field for detailed feedback
* Mobile-responsive design
* Appears immediately after purchase

### Beautiful Dashboard

Your dashboard includes:

* Visual NPS score with color-coded status
* Donut chart showing distribution of Promoters, Passives, Detractors
* 30-day trend graph to track score changes over time
* Complete list of all customer responses with filters

### Response Management

* **Filter by category** - View only Promoters, Passives, or Detractors
* **Pagination** - Navigate through all of your responses
* **Order linking** - Click order numbers to view in Shopify admin

## Premium Features (\$7.99/month)

### Unlimited Ratings

<Card title="No Monthly Limits" icon="infinity">
  Free plan: 120 ratings/month

  Premium plan: Unlimited ratings
</Card>

Perfect for high-volume stores.

### Auto-Tag Orders

[Learn more →](/features/auto-tagging)

Automatically tag orders in Shopify with the NPS rating:

* Tags format: `simple_nps_rating:9`
* Enable/disable in settings
* Use tags for segmentation and workflows

### CSV Export

[Learn more →](/features/csv-export)

Download all your rating data for external analysis:

* One-click export from dashboard
* Includes rating, category, order number, comment, date
* Filter before exporting (Promoters only etc.)
* Compatible with Excel, Google Sheets, and analytics tools

<Note>
  Have a feature request? [Contact support](/support/contact)
</Note>

## Feature Comparison

| Feature              | Free Plan | Premium Plan |
| -------------------- | --------- | ------------ |
| NPS Dashboard        | ✓         | ✓            |
| Customer Comments    | ✓         | ✓            |
| 30-Day Trend Graph   | ✓         | ✓            |
| Response Filtering   | ✓         | ✓            |
| Monthly Rating Limit | 120       | Unlimited    |
| CSV Export           | ✗         | ✓            |
| Auto-Tag Orders      | ✗         | ✓            |

[View detailed pricing →](/pricing/overview)

## Need Help with Features?

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/support/faq">
    Common questions about features
  </Card>

  <Card title="Contact Support" icon="headset" href="/support/contact">
    Get help from our team
  </Card>
</CardGroup>


# Installation
Source: https://simplicityapps.mintlify.app/installation

Install Simple NPS Survey from the Shopify App Store in minutes

## Prerequisites

Before installing Simple NPS Survey, ensure you have:

<Check>Shopify store (any plan)</Check>
<Check>Admin access to your Shopify store</Check>
<Check>Checkout settings access (required to add extension)</Check>

## Installation Steps

### Step 1: Install from Shopify App Store

<Steps>
  <Step title="Visit the App Store">
    Go to the [Simple NPS Survey app listing](https://apps.shopify.com/simple-nps-survey) in the Shopify App Store
  </Step>

  <Step title="Click Install">
    Click the **Install** button on the app listing page
  </Step>

  <Step title="Review Permissions">
    Review the app permissions:

    * **Read orders** - To identify which orders to survey
    * **Write orders** - To tag orders with NPS ratings (Premium feature)
  </Step>

  <Step title="Authorize Installation">
    Click **Install app** to authorize the installation
  </Step>
</Steps>

<Info>
  **Installation time:** Less than 1 minute
</Info>

### Step 2: Initial Setup

After installation, you'll be redirected to the app dashboard where you can:

1. **View setup instructions** - Step-by-step guide to add the survey to your thank you page
2. **Choose your plan** - Start with the free plan or upgrade to Premium
3. **Customize settings** - Configure auto-tagging and other preferences (Premium)

<Note>
  The app is installed, but customers won't see the survey until you complete the [setup process](/setup).
</Note>

## What Happens Next?

After installation:

<CardGroup cols={2}>
  <Card title="Add to Checkout" icon="square-plus" href="/setup">
    Add the NPS widget to your thank you page
  </Card>

  <Card title="Configure Settings" icon="gear" href="/features/overview">
    Customize app settings and features
  </Card>
</CardGroup>

## Uninstalling the App

If you need to uninstall Simple NPS Survey:

<Warning>
  Uninstalling will delete all collected ratings and data. Export your data first if you want to keep it.
</Warning>

<Steps>
  <Step title="Go to Apps Settings">
    In your Shopify admin, go to **Settings** → **Apps and sales channels**
  </Step>

  <Step title="Find Simple NPS Survey">
    Locate Simple NPS Survey in your installed apps list
  </Step>

  <Step title="Uninstall">
    Click the **...** menu and select **Uninstall**
  </Step>
</Steps>

## Need Help?

<CardGroup cols={2}>
  <Card title="Setup Guide" icon="book" href="/setup">
    Complete setup instructions
  </Card>

  <Card title="Contact Support" icon="envelope" href="/support/contact">
    Get help from our team
  </Card>
</CardGroup>


# Introduction
Source: https://simplicityapps.mintlify.app/introduction

Measure customer satisfaction with simple NPS surveys on your Shopify thank you page

## What is Simple NPS Survey?

Simple NPS Survey is a Shopify app that helps you measure customer satisfaction by collecting Net Promoter Score (NPS) ratings directly on your order confirmation (thank you) page.

<CardGroup cols={2}>
  <Card title="Quick Setup" icon="rocket" href="/installation">
    Install and configure in under 5 minutes
  </Card>

  <Card title="Beautiful Dashboard" icon="chart-line" href="/features/nps-dashboard">
    View NPS scores, trends, and customer feedback
  </Card>

  <Card title="Auto-Tag Orders" icon="tag" href="/features/auto-tagging">
    Automatically tag orders with NPS ratings (Premium)
  </Card>

  <Card title="Export Data" icon="download" href="/features/csv-export">
    Download all responses as CSV (Premium)
  </Card>
</CardGroup>

## What is NPS?

Net Promoter Score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend your business to others. It's calculated based on a simple 0-10 rating scale:

<AccordionGroup>
  <Accordion icon="face-smile" title="Promoters (9-10)">
    Loyal customers who love your brand and will recommend you to others.
  </Accordion>

  <Accordion icon="face-meh" title="Passives (7-8)">
    Satisfied but unenthusiastic customers who could be swayed by competitors.
  </Accordion>

  <Accordion icon="face-frown" title="Detractors (0-6)">
    Unhappy customers who may damage your brand through negative word-of-mouth.
  </Accordion>
</AccordionGroup>

**NPS Score Formula:** `((Promoters - Detractors) / Total Responses) × 100`

## Why Use Simple NPS Survey?

<CardGroup cols={2}>
  <Card title="Capture Feedback at the Right Moment" icon="clock">
    Survey customers immediately after purchase when their experience is fresh
  </Card>

  <Card title="No Coding Required" icon="code">
    Install directly from Shopify App Store - no developer needed
  </Card>

  <Card title="Clean, Modern Design" icon="paintbrush">
    Beautiful UI that matches your Shopify checkout design
  </Card>

  <Card title="Actionable Insights" icon="lightbulb">
    Identify trends, read comments, and improve customer satisfaction
  </Card>
</CardGroup>

## Pricing

<CardGroup cols={2}>
  <Card title="Free Plan" icon="hand-holding-dollar">
    * 120 ratings per month
    * Basic NPS dashboard
    * View customer comments
  </Card>

  <Card title="Premium Plan - $7.99/mo" icon="gem">
    * **Unlimited ratings**
    * CSV export
    * Auto-tag orders with ratings
    * Priority support
  </Card>
</CardGroup>

[View detailed pricing →](/pricing/overview)

## Ready to Get Started?

<CardGroup cols={1}>
  <Card title="Install Simple NPS Survey" icon="download" href="/installation">
    Get started in under 5 minutes
  </Card>
</CardGroup>


# Privacy Policy
Source: https://simplicityapps.mintlify.app/legal/privacy

Privacy policy for Simple NPS Survey by Simplicity Apps

# Privacy Policy

**Last Updated:** December 2025

## Introduction

This Privacy Policy describes how Simplicity Apps ("we", "our", or "us") collects, uses, and protects your information when you use the Simple NPS Survey app (the "App") for Shopify.

## Information We Collect

### Store Information

When you install the App, we collect and store:

* **Store domain** - Your Shopify store URL
* **Access tokens** - Required to authenticate API requests
* **Installation data** - Date and time of installation

### Customer Rating Data

When your customers submit NPS ratings, we collect:

* **Order ID** - To link ratings to specific orders
* **Rating score** - The 0-10 NPS rating provided
* **Optional comments** - If the customer chooses to leave feedback
* **Timestamp** - When the rating was submitted

<Warning>
  We **do not** collect customer personal information such as names, email addresses, phone numbers, or payment details.
</Warning>

### Usage Information

We automatically collect:

* **App usage statistics** - Which features you use
* **Performance data** - To monitor app stability
* **Error logs** - To troubleshoot technical issues

## How We Use Your Information

We use the collected information to:

<AccordionGroup>
  <Accordion title="Provide App Functionality" icon="gear">
    * Display NPS statistics in your dashboard
    * Calculate Net Promoter Score metrics
    * Tag orders with ratings (Premium feature)
    * Export rating data to CSV (Premium feature)
  </Accordion>

  <Accordion title="Improve the App" icon="chart-line">
    * Analyze usage patterns to enhance features
    * Fix bugs and technical issues
    * Develop new features based on merchant needs
  </Accordion>

  <Accordion title="Communicate with You" icon="envelope">
    * Send important app updates
    * Provide customer support
    * Notify you about billing and subscription changes
  </Accordion>
</AccordionGroup>

## Data Storage and Security

### Where We Store Data

* **Database**: PostgreSQL hosted on Railway cloud infrastructure
* **Location**: United States-based data centers
* **Sub-processors**: Railway (hosting), Shopify (platform integration)
* **Encryption**: All data is encrypted in transit (HTTPS/TLS) and at rest

### Data Retention

* **Active stores**: We retain rating data as long as the App is installed
* **Uninstalled stores**: We delete all data within 30 days of app uninstallation
* **Backups**: Automated backups are retained for 90 days for disaster recovery

## Data Sharing and Third Parties

We **do not** sell, rent, or share your data with third parties, except:

<Check>
  **Shopify** - As required for app functionality within the Shopify platform
</Check>

<Check>
  **Hosting providers** - Secure cloud infrastructure for data storage
</Check>

<Check>
  **Legal compliance** - If required by law or legal process
</Check>

We **never** share customer rating data with advertisers or marketing companies.

## Your Rights and Controls

As a merchant, you have the right to:

### Access Your Data

View all collected ratings through the app dashboard or request a complete data export.

### Export Your Data

Premium plan subscribers can export all rating data as CSV at any time.

### Delete Your Data

Uninstalling the app will automatically delete all your data within 30 days. You can also request immediate deletion by contacting support.

### Correct Your Data

Contact support if you need to correct any inaccurate information.

## GDPR Compliance

For merchants and customers in the European Union:

### Legal Basis for Processing

We process your data under the following lawful bases:

* **Contract performance**: Processing necessary to provide the app service you subscribed to
* **Legitimate interests**: Improving app functionality, fraud prevention, and technical support
* **Legal obligation**: Compliance with tax laws, court orders, and regulatory requirements
* **Consent**: Optional marketing communications (where applicable)

### Your GDPR Rights

* **Access**: View all collected data about you
* **Rectification**: Correct inaccurate information
* **Erasure**: Request deletion of your data (right to be forgotten)
* **Portability**: Export your data in a machine-readable format
* **Objection**: Object to processing based on legitimate interests
* **Restriction**: Request limited processing of your data

### Supervisory Authority

You have the right to lodge a complaint with your local data protection supervisory authority if you believe we have not complied with GDPR requirements.

**Data Protection Officer**: [support@simplicityapps.com.au](mailto:support@simplicityapps.com.au)

## CCPA Compliance

For California merchants and customers:

* We do not sell personal information
* You have the right to know what data we collect
* You have the right to delete your data
* You have the right to opt-out of data sharing (though we don't share)

## Shopify Integration

The App integrates with Shopify's platform and:

* Uses Shopify's secure OAuth authentication
* Complies with Shopify's App Store requirements
* Follows Shopify's API usage policies
* Adheres to Shopify's data protection standards

<Info>
  For information about how Shopify handles your data, please review [Shopify's Privacy Policy](https://www.shopify.com/legal/privacy).
</Info>

## Cookies and Tracking

The App does not use cookies or tracking technologies on your storefront. The admin dashboard may use:

* **Session cookies** - To keep you logged in
* **Performance monitoring** - To track app stability

## Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes will be:

* Posted on this page with an updated "Last Updated" date
* Notified via email for significant changes
* Effective immediately upon posting

## Children's Privacy

The App is not intended for use by children under 13, and we do not knowingly collect information from children. We do not verify ages of merchants or their customers.

## Data Breach Notification

In the unlikely event of a data breach affecting your personal information:

* We will notify affected merchants within 72 hours of discovering the breach
* We will inform relevant supervisory authorities as required by applicable law
* We will take immediate steps to contain, investigate, and remediate the breach
* We will provide guidance on steps you can take to protect yourself

## Automated Decision-Making

We do not use automated decision-making or profiling that produces legal effects or similarly significant effects on you.

## International Data Transfers

Your data may be processed in countries outside your own. We ensure appropriate safeguards are in place for international transfers, including:

* Standard contractual clauses
* Adequate data protection frameworks
* Encryption during transfer

## Contact Us

If you have questions about this Privacy Policy or how we handle your data:

Simplicity Apps

Braidwood, NSW, Australia

Email: [support@simplicityapps.com.au](mailto:support@simplicityapps.com.au)

ABN: 96291748600

For data protection inquiries, please include "Privacy" in the subject line.

## Your Consent

By installing and using the Simple NPS Survey app, you consent to this Privacy Policy.

***

<Card title="Questions?" icon="question" href="/support/contact">
  Contact our support team
</Card>


# Terms of Service
Source: https://simplicityapps.mintlify.app/legal/terms

Terms of Service for Simple NPS Survey

# Terms of Service

**Last Updated:** December 2025

## Agreement to Terms

By installing and using the Simple NPS Survey app ("the App"), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not install or use the App.

## Service Description

Simple NPS Survey is a Shopify app that collects Net Promoter Score (NPS) ratings from your customers on the order confirmation page.

## Your Responsibilities

As a merchant using the App, you agree to:

<Check>
  Use the App in compliance with all applicable laws and regulations
</Check>

<Check>
  Ensure you have the right to collect feedback from your customers
</Check>

<Check>
  Not misuse or attempt to reverse engineer the App
</Check>

<Check>
  Maintain the security of your Shopify store credentials
</Check>

<Check>
  Comply with Shopify's Terms of Service
</Check>

## Subscription and Billing

### Free Plan

* 120 ratings per month
* No credit card required
* Can be used indefinitely

### Premium Plan (\$7.99/month)

* Unlimited ratings per month
* Billed monthly through Shopify
* Can be canceled at any time

<Warning>
  Exceeding the free plan limit will prevent new ratings from being collected until you upgrade or the next month begins.
</Warning>

## Data and Privacy

* We collect and process data as described in our [Privacy Policy](/legal/privacy)
* You own all rating data collected through your store
* We do not sell your data to third parties
* Data is deleted within 30 days of app uninstallation

## Service Availability

We strive to provide 99.9% uptime, but cannot guarantee uninterrupted access. We are not liable for:

* Scheduled maintenance downtime
* Issues caused by third-party services (including Shopify)
* Problems arising from your internet connection
* Events beyond our reasonable control

## Intellectual Property

* The App and its code remain the property of Simplicity Apps
* You may not copy, modify, or redistribute the App
* Your rating data and branding remain your property

## Limitation of Liability

To the maximum extent permitted by law:

* The App is provided "as is" without warranties
* We are not liable for lost profits or indirect damages
* Our total liability is limited to fees paid in the last 12 months
* We are not responsible for customer disputes related to ratings

## Termination

You may terminate this agreement by:

* Uninstalling the App from your Shopify store

We may terminate your access if you:

* Violate these Terms of Service
* Use the App for fraudulent purposes
* Fail to pay subscription fees

## Changes to Terms

We may modify these terms at any time. Continued use of the App after changes constitutes acceptance of the new terms.

## Governing Law

These terms are governed by the laws of Australia.

## Contact

For questions about these terms:

**Simplicity Apps** Email: [support@simplicityapps.com.au](mailto:support@simplicityapps.com.au)


# Free Plan
Source: https://simplicityapps.mintlify.app/pricing/free-plan

Start collecting NPS ratings at no cost

## Free Plan Features

The Free plan is perfect for small stores just getting started with customer satisfaction tracking.

### What's Included

<CardGroup cols={2}>
  <Card title="120 Ratings/Month" icon="chart-simple">
    Collect up to 120 customer ratings each month
  </Card>

  <Card title="NPS Dashboard" icon="chart-line">
    View your score, trends, and customer feedback
  </Card>

  <Card title="Customer Comments" icon="message">
    Read detailed feedback from your customers
  </Card>

  <Card title="Response Filtering" icon="filter">
    Filter by Promoters, Passives, and Detractors
  </Card>
</CardGroup>

### No Credit Card Required

Start using Simple NPS Survey immediately - no payment information needed.

### Monthly Limit

The 120-rating limit resets on the first day of each month. If you reach the limit:

* Existing data remains accessible
* New survey submissions are blocked
* Upgrade to Premium for unlimited ratings

## Upgrade When Ready

When your store grows beyond 120 ratings/month, upgrade to Premium:

<Card title="Upgrade to Premium" icon="gem" href="/pricing/premium-plan">
  \$7.99/month for unlimited ratings + premium features
</Card>


# Pricing Overview
Source: https://simplicityapps.mintlify.app/pricing/overview

Simple, transparent pricing for Simple NPS Survey

## Pricing Plans

Simple NPS Survey offers two plans to fit stores of all sizes:

<CardGroup cols={2}>
  <Card title="Free Plan" icon="hand-holding-dollar" href="/pricing/free-plan">
    **\$0/month**

    Perfect for small stores getting started with NPS
  </Card>

  <Card title="Premium Plan" icon="gem" href="/pricing/premium-plan">
    **\$7.99/month**

    For growing stores that need unlimited ratings
  </Card>
</CardGroup>

## Feature Comparison

| Feature                  | Free        | Premium      |
| ------------------------ | ----------- | ------------ |
| **Monthly Rating Limit** | 120 ratings | Unlimited ♾️ |
| **NPS Dashboard**        | ✓           | ✓            |
| **30-Day Trend Graph**   | ✓           | ✓            |
| **Customer Comments**    | ✓           | ✓            |
| **Response Filtering**   | ✓           | ✓            |
| **CSV Export**           | ✗           | ✓            |
| **Auto-Tag Orders**      | ✗           | ✓            |

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="Can I upgrade or downgrade anytime?" icon="arrows-rotate">
    **Yes!** Switch plans instantly from your app dashboard. Upgrades are effective immediately. Downgrades take effect at the end of your current billing period.
  </Accordion>

  <Accordion title="What happens if I exceed the free plan limit?" icon="triangle-exclamation">
    When you reach 120 ratings in a month, new survey submissions will be blocked until:

    * You upgrade to Premium (immediate access)
    * The next month begins (limit resets)

    Existing ratings and your dashboard remain accessible.
  </Accordion>

  <Accordion title="Is there a trial period?" icon="clock">
    The **Free plan is your trial!** Test all core features with no credit card required. When you're ready for unlimited ratings and premium features, upgrade to Premium.
  </Accordion>

  <Accordion title="Are there any hidden fees?" icon="eye-slash">
    **No.** Pricing is transparent. Premium plan is \$7.99USD/month. No setup fees, no per-response fees, no surprises.
  </Accordion>

  <Accordion title="Can I get a discount for annual billing?" icon="percent">
    Yes there is a discount for paying annually which you can see in the Shopify app store listing.
  </Accordion>

  <Accordion title="Do I lose my data if I downgrade?" icon="database">
    **No.** All your rating data is preserved when downgrading. You just lose access to Premium features like CSV export and auto-tagging.
  </Accordion>
</AccordionGroup>

## Upgrading to Premium

Ready to unlock unlimited ratings?

<Steps>
  <Step title="Open App Dashboard">
    Go to Simple NPS Survey in your Shopify admin
  </Step>

  <Step title="Click Upgrade">
    Click the "Upgrade to Premium" button in the usage banner or settings
  </Step>

  <Step title="Confirm Subscription">
    Review the \$7.99/month charge and click "Subscribe"
  </Step>

  <Step title="Start Using Premium">
    Premium features are active immediately
  </Step>
</Steps>

<Card title="Upgrade Now" icon="rocket" href="/pricing/premium-plan">
  Get unlimited ratings for \$7.99/month
</Card>

## Need Help Deciding?

<CardGroup cols={2}>
  <Card title="Contact Support" icon="headset" href="/support/contact">
    Questions about which plan is right for you?
  </Card>

  <Card title="View FAQ" icon="circle-question" href="/support/faq">
    More questions about pricing and billing
  </Card>
</CardGroup>


# Premium Plan
Source: https://simplicityapps.mintlify.app/pricing/premium-plan

Unlimited ratings and advanced features for $7.99/month

## Premium Plan - \$7.99/Month

Unlock unlimited customer ratings and advanced features to scale your NPS tracking.

### All Features Included

<CardGroup cols={2}>
  <Card title="Unlimited Ratings" icon="infinity">
    No monthly limits - collect as many ratings as you need
  </Card>

  <Card title="CSV Export" icon="download">
    Download all your data for external analysis
  </Card>

  <Card title="Auto-Tag Orders" icon="tag">
    Automatically tag Shopify orders with NPS ratings
  </Card>

  <Card title="Priority Support" icon="headset">
    Get faster responses from our support team
  </Card>
</CardGroup>

Plus all Free plan features:

* NPS Dashboard with trends
* Customer comments
* Response filtering

## Pricing Details

* **\$7.99 per month**
* Billed through Shopify
* No setup fees
* No contracts
* Cancel anytime

## How to Upgrade

<Steps>
  <Step title="Click Upgrade">
    In the app dashboard, click "Upgrade to Premium"
  </Step>

  <Step title="Confirm">
    Review the subscription and confirm
  </Step>

  <Step title="Start Using">
    Premium features activate immediately
  </Step>
</Steps>

## Cancel Anytime

Downgrade to Free at any time from Settings.

[Learn more about pricing →](/pricing/overview)


# Setup Guide
Source: https://simplicityapps.mintlify.app/setup

Add the NPS survey widget to your Shopify thank you page

## Overview

After [installing the app](/installation), you need to add the NPS survey widget to your thank you page. This is a one-time setup that takes about 2 minutes.

<Info>
  The survey appears **only on the order confirmation page** after customers complete their purchase.
</Info>

## Adding the Survey to Your Thank You Page

<Steps>
  <Step title="Open Checkout Settings">
    In your Shopify admin, navigate to: **Settings** → **Checkout** → Click the **Customize** button

    <Tip>
      You can also access this directly from the app dashboard by clicking "Open Checkout Settings"
    </Tip>
  </Step>

  <Step title="Access Apps Panel">
    In the checkout editor:

    1. Click the **Apps** icon (puzzle piece) in the left sidebar
    2. This opens the panel showing available checkout extensions
  </Step>

  <Step title="Add Simple NPS Survey">
    1. Find **Simple NPS Survey** in the apps list
    2. Click the **+** (plus) icon next to it
    3. Select **Thank you** from the dropdown menu
  </Step>

  <Step title="Position the Widget">
    The NPS widget will appear on the thank you page. You can drag it to reposition if needed.
  </Step>

  <Step title="Customize (Optional)">
    Click on the widget to customize:

    * Title text
    * Subtitle text (leaving subtitle blank will hide this element)
    * Show/hide comments textbox
    * Comments textbox label
    * Button text
    * Successful submission title
    * Successful submission subtitle
  </Step>

  <Step title="Save Changes">
    Click the **Save** button in the top right to publish your changes
  </Step>
</Steps>

<Check>
  Your NPS survey is now live! Customers will see it after completing their purchase.
</Check>

## Testing Your Setup

To verify the survey is working correctly:

<Steps>
  <Step title="Place a Test Order">
    Create a test order in your store.
  </Step>

  <Step title="Complete Checkout">
    Go through the entire checkout process
  </Step>

  <Step title="Check Thank You Page">
    After completing the order, you should see the NPS survey widget on the thank you page
  </Step>

  <Step title="Submit a Test Rating">
    Submit a test rating and check if it appears in your app dashboard
  </Step>
</Steps>

<Warning>
  Development stores and test mode orders work perfectly for testing. The survey will appear for all orders. For stores already setup with live payments then consider using a 100% off discount code or gift card and refunding the order after you've tested.
</Warning>

## Common Setup Issues

<AccordionGroup>
  <Accordion title="Can't find the app in checkout editor" icon="triangle-exclamation">
    **Solution:**

    * Ensure the app is fully installed from the App Store
    * Refresh the checkout editor page
    * Check that you have permission to modify checkout settings
  </Accordion>

  <Accordion title="Survey not appearing on thank you page" icon="eye-slash">
    **Solution:**

    * Check if you've exceeded the free plan monthly limit (120 ratings)
    * Verify you clicked "Save" in the checkout editor
    * Clear your browser cache and try a new test order
    * Ensure the widget is added to the "Thank you" page specifically (not other checkout pages)
  </Accordion>

  <Accordion title="Test ratings not showing in dashboard" icon="chart-line">
    **Solution:**

    * Wait 10-15 seconds and refresh the dashboard
    * Verify the order was completed successfully
    * Check if you've exceeded the free plan monthly limit (120 ratings)
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="View Dashboard" icon="chart-line" href="/features/nps-dashboard">
    Start collecting and analyzing customer feedback
  </Card>

  <Card title="Upgrade to Premium" icon="gem" href="/pricing/premium-plan">
    Unlock unlimited ratings and advanced features
  </Card>
</CardGroup>

## Need Help?

Can't get it working? We're here to help!

<Card title="Contact Support" icon="headset" href="/support/contact">
  Get help from our support team
</Card>


# Contact Support
Source: https://simplicityapps.mintlify.app/support/contact

Get help from the Simplicity Apps team

## Get in Touch

We're here to help! Contact our support team for assistance with Simple NPS Survey.

<Card title="Email Support" icon="envelope">
  [**support@simplicityapps.com.au**](mailto:support@simplicityapps.com.au)

  Response time: Within 24 hours (usually faster)
</Card>

## Before You Contact Us

To help us assist you faster, please include:

<Check>
  Your Shopify store domain (e.g., yourstore.myshopify.com)
</Check>

<Check>
  Description of the issue
</Check>

<Check>
  Screenshots if applicable
</Check>

<Check>
  Steps you've already tried
</Check>

<Check>
  Your current plan (Free or Premium)
</Check>

## Response Times

We aim to get back to everyone within 24 hours on business days.

**Business hours:** Monday-Friday, 9am-5pm AEDT (Australian Eastern Time)

## Other Resources

Before reaching out, check if these resources answer your question:

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/support/faq">
    Common questions and answers
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/support/troubleshooting">
    Fix common issues yourself
  </Card>

  <Card title="Setup Guide" icon="book" href="/setup">
    Step-by-step installation instructions
  </Card>

  <Card title="Features" icon="star" href="/features/overview">
    Learn about all app features
  </Card>
</CardGroup>

## Feature Requests

Have an idea to improve the app? We'd love to hear it!

Email us at [**support@simplicityapps.com.au**](mailto:support@simplicityapps.com.au) with "Feature Request" in the subject line.

## Bug Reports

Found a bug? Please report it so we can fix it!

Include:

* What you were trying to do
* What happened instead
* Screenshots or screen recordings if possible
* Your browser and device type


# FAQ
Source: https://simplicityapps.mintlify.app/support/faq

Frequently asked questions about Simple NPS Survey

## General Questions

<AccordionGroup>
  <Accordion title="What is NPS?" icon="question">
    Net Promoter Score (NPS) is a metric that measures customer loyalty on a scale of -100 to +100, based on asking customers "How likely are you to recommend us?" on a 0-10 scale.
  </Accordion>

  <Accordion title="Where does the survey appear?" icon="location-dot">
    The NPS survey appears on your Shopify thank you page (order confirmation page) immediately after customers complete their purchase.
  </Accordion>

  <Accordion title="Is it mobile-friendly?" icon="mobile">
    Yes! The survey widget is fully responsive and works perfectly on desktop, tablet, and mobile devices.
  </Accordion>

  <Accordion title="Can I customize the survey question?" icon="pen">
    Currently, the survey uses the standard NPS survey layout but with the text full customisable.
  </Accordion>
</AccordionGroup>

## Pricing & Billing

<AccordionGroup>
  <Accordion title="Is there a free trial?" icon="gift">
    The Free plan serves as your trial - use it as long as you want with no credit card required. Upgrade when you need more than 120 ratings/month.
  </Accordion>

  <Accordion title="What happens when I hit the free limit?" icon="stop">
    When you reach 120 ratings in a month, new submissions are blocked until you upgrade or the next month begins. Your existing data remains accessible.
  </Accordion>

  <Accordion title="Can I cancel my Premium subscription?" icon="xmark">
    Yes, anytime! Downgrade from Settings.
  </Accordion>
</AccordionGroup>

## Technical Questions

<AccordionGroup>
  <Accordion title="Does it slow down my checkout?" icon="gauge-high">
    No. The survey only appears on the thank you page after checkout is complete, so it has zero impact on checkout performance.
  </Accordion>

  <Accordion title="Is customer data secure?" icon="shield">
    Yes. We use encryption in transit and at rest. We don't collect customer personal information - only order IDs and ratings.
  </Accordion>

  <Accordion title="Can customers submit multiple ratings?" icon="copy">
    No. Each order can only be rated once. If a customer tries to rate the same order again, they'll see a message that it's already been rated.
  </Accordion>

  <Accordion title="What if I uninstall the app?" icon="trash">
    All your data is deleted within 30 days of uninstallation. Export your data first if you want to keep it.
  </Accordion>
</AccordionGroup>

## Features

<AccordionGroup>
  <Accordion title="How does auto-tagging work?" icon="tag">
    When enabled (Premium only), orders are automatically tagged with `simple_nps_rating:X` where X is the rating (0-10). [Learn more →](/features/auto-tagging)
  </Accordion>

  <Accordion title="What format is the CSV export?" icon="file-csv">
    Standard CSV format with columns: Rating, Category, Order Number, Comment, Date. Compatible with Excel, Google Sheets, and all major tools.
  </Accordion>

  <Accordion title="Can I filter responses by date?" icon="calendar">
    The dashboard shows all responses. Use the 30-day trend graph to see recent patterns, or export to CSV and filter by date externally.
  </Accordion>
</AccordionGroup>

## Still Have Questions?

<Card title="Contact Support" icon="envelope" href="/support/contact">
  Get help from our support team
</Card>


# Troubleshooting
Source: https://simplicityapps.mintlify.app/support/troubleshooting

Common issues and solutions

## Survey Not Appearing

<AccordionGroup>
  <Accordion title="Survey doesn't show on thank you page" icon="eye-slash">
    **Solutions:**

    * Ensure you haven't gone over the 120 ratings per month if on the Free plan
    * Verify the extension is added to your checkout settings (Settings → Checkout → Customize)
    * Ensure you selected "Thank you" page (not other checkout pages)
    * Click "Save" in the checkout editor
    * Clear browser cache and try a new test order
    * Check that the extension is enabled (not hidden or removed)
  </Accordion>
</AccordionGroup>

## Data & Ratings

<AccordionGroup>
  <Accordion title="Test rating not showing in dashboard" icon="chart-line">
    **Solutions:**

    * Wait 10-15 seconds and refresh the dashboard
    * Verify the order completed successfully
    * Check if you've exceeded the free plan limit
    * Try submitting another test rating
  </Accordion>

  <Accordion title="Dashboard shows 0 responses but I have ratings" icon="zero">
    **Solutions:**

    * Hard refresh your browser (Cmd+Shift+R or Ctrl+Shift+R)
    * Clear browser cache
    * Try accessing from an incognito window
    * Check if you're viewing the correct store (if you have multiple)
  </Accordion>

  <Accordion title="NPS score calculation seems wrong" icon="calculator">
    **Remember the formula:**

    ```
    NPS = ((Promoters - Detractors) / Total) × 100
    ```

    * Promoters = Ratings 9-10
    * Passives = Ratings 7-8 (not counted in NPS)
    * Detractors = Ratings 0-6

    Passives don't affect the score directly, which can seem counterintuitive.
  </Accordion>
</AccordionGroup>

## Premium Features

<AccordionGroup>
  <Accordion title="Auto-tagging not working" icon="tag">
    **Check:**

    * Premium subscription is active
    * Auto-tagging is enabled in Settings
    * Settings were saved (wait 2 seconds after toggling)
    * Tags only apply to NEW ratings (not retroactive)

    **View tags:** Go to Orders in Shopify admin → Select an order → Check Tags section
  </Accordion>

  <Accordion title="CSV export button is disabled" icon="download">
    **Cause:** CSV export requires an active Premium subscription.

    **Solution:** Upgrade to Premium to unlock CSV export.
  </Accordion>

  <Accordion title="Can't find CSV file after export" icon="file">
    **Check:**

    * Your browser's Downloads folder
    * Pop-up blocker settings (may block download)
    * Browser download settings

    File name format: `nps-responses-YYYY-MM-DD.csv`
  </Accordion>
</AccordionGroup>

## Billing & Subscription

<AccordionGroup>
  <Accordion title="Upgrade button not working" icon="credit-card">
    **Solutions:**

    * Ensure you're logged in as store owner or have billing permissions
    * Check your Shopify subscription allows app charges
    * Try from a different browser
    * Contact Shopify support if issue persists
  </Accordion>

  <Accordion title="Charged but still on Free plan" icon="money-bill">
    **Wait:** It can take a few minutes for subscription status to update.

    **If still not working after 10 minutes:**

    * Refresh the app dashboard
    * Check Settings to confirm Premium status
    * [Contact support](/support/contact) with your shop domain
  </Accordion>

  <Accordion title="Want to cancel but can't find option" icon="xmark">
    **Location:** App dashboard → Settings → Scroll to "Current plan: Premium" section → Click "Downgrade to Free Plan"

    Changes take effect immediately.
  </Accordion>
</AccordionGroup>

## Still Stuck?

<Card title="Contact Support" icon="headset" href="/support/contact">
  Get help with your issue and shop domain
</Card>