After a customer fixes an address, changes an item, adds a note or cancels from their order page, Tacey can ask them one thing: how was it? They pick one to five stars and can leave a short comment. You read the answers on a Customer feedback page, and a copy is kept in your own Shopify, so you keep it even if you ever uninstall Tacey.
It is a rating, nothing more. It does not touch the order, move money or send an email.
Turn it on
In Tacey, open Editing Tools, then the Global settings tab.
Find Customer feedback.
Switch on Ask customers how it went after they change their order.
Click Save.
The switch is off until you turn it on. The first time you switch it on, Tacey also tries to create a list for the answers in your Shopify (see "Where the answers are kept"). If Shopify needs a permission you have not approved yet, Tacey saves the switch anyway and tells you: Saved. Tacey could not set up the survey list in your Shopify yet (it needs permission you have not approved). Ratings are still kept in Tacey, and reach Shopify once you approve the new permission. If Shopify refuses for another reason the page says Saved, but Shopify refused to create the survey list for now. Ratings are still kept in Tacey.
What your customer sees
After a customer saves a change on the Thank you page or the Order status page, a small box appears under the change tools:
A heading, How was changing your order?
Five stars to tap, each read out as "N out of 5 stars".
A box, Anything you would like to add? (optional)
A button, Send feedback.
After they send it: Thanks for your feedback.
The words are in the customer's own language. If saving fails, the customer is told We could not save your feedback. Please try again. and what they typed stays in the box.
When it does and does not appear:
Only after a change was saved. A customer who just looks at their order is never asked. Closing the page without rating sends nothing.
Never for the invoice download. Downloading an invoice is not a change.
At most once per visit. A second change on the same visit does not ask again.
One rating per order. If the same order is rated again later, only the first rating is kept, and the customer is still thanked.
A comment is optional. A rating alone is saved. Comments are cut to 1,000 characters.
Not in Draft mode. While Draft mode hides Tacey from customers, nobody is asked.
Not on the customer account order page. The prompt is drawn on the Thank you page and the Order status page only.
Read the answers
On Global settings, under Customer feedback, click View past feedback. The Customer feedback page is titled The star ratings and comments customers left after changing their order.
Average rating (for example 4.5 stars) and Responses (how many).
A table, newest first, with columns Order, Rating (stars and "4 of 5"), Comment (or No comment), Left on (Thank-you page or Order status page) and Date. Use Previous and Next to page through.
If nobody has answered yet: No feedback yet. Once the survey is on, ratings customers leave after changing an order appear here.
If the survey is off: The survey is off, so customers are not being asked. Turn it on in Global settings. Past answers stay here., with an Open Global settings button. Turning the survey off never deletes old answers.
If some answers have not reached your Shopify list yet, the page says how many and that they are safe in Tacey.
If the list cannot be read: We could not read the feedback list just now. Please reload in a moment.
Where the answers are kept
Each answer is saved in two places:
In Tacey. This is the record. A Shopify problem never loses a rating, and the customer never sees an error for it.
In your Shopify, under Content, Metaobjects, in a list called Tacey post-edit survey. Each entry has the order, the rating (1 to 5), the comment, where it was left, and when. Because the list belongs to your store, you keep it if you uninstall Tacey.
If a customer asks Shopify to erase their data, Tacey removes their comment.
Frequently asked
Is it on by default? No. It is off until you switch it on.
Can I change the question or the stars? No. The wording is fixed and translated by Tacey. You turn the prompt on or off.
Does a low rating do anything? No. It is recorded for you to read. Tacey does not refund, email or flag the order because of a rating.
Why do I see fewer answers in Shopify than on the Customer feedback page? Some answers may not have reached Shopify yet, for example while the permission is waiting for your approval. The page tells you how many.
A customer says they were never asked. Check the switch is on and saved, that the customer actually saved a change (viewing is not enough), that Draft mode is off, and that Tacey is placed on the page. See Why can't my customers see Tacey?.
Not yet driven
The switch, its help text, the page and its columns were read on the dev store on 2026-10-25 (two answers, average 4.5). The star box on a customer's page was not re-driven for this article; it is described from the extension code and its wording. UNPROVEN.
The "permission you have not approved" path was not seen: the dev store already has it approved. UNPROVEN.
The entry in Content, Metaobjects was not opened for this article. UNPROVEN.
Related