Customers often need help after completing a purchase. They may submit a warranty claim, report a product issue, request service, provide feedback, or send supporting photos and documents.
Collecting these requests through a form is only the first step. Your team also needs an efficient way to review each request, understand its context, track its progress, and communicate with the customer.
Simply Forms brings these activities together in Shopify admin, helping you manage post-purchase requests in a more structured way.
Get Notified When a Customer Submits a Request
A fast response starts with knowing when a new request arrives.
When a customer submits a Simply Forms form, you can use the Shopify Flow trigger to notify yourself or your staff automatically. For example, Flow can send an internal email with a direct link to the new submission.
Your team can then open the submission and start reviewing it right away.
Beyond notifications, the Flow trigger can also start other automated workflows based on the submission. This gives you the flexibility to automate additional steps when your business process requires them.
Review the Complete Request in One Place
Once you open a submission, you can review the information the customer provided directly from the submission detail page.
Depending on your form, this may include:
- Contact information
- Product or service details
- Customer comments
- Photos
- Uploaded files or documents
- Selected orders
- Other custom information collected through the form
Keeping this information together makes it easier for your team to understand the request without searching across multiple systems.
Access Customer and Order Context Quickly
A customer request often makes more sense when you can see who submitted it and which purchase it relates to.
Simply Forms connects submissions with customer information when available. From the submission detail page, you can open the corresponding customer profile with a single click.
You can also view other submissions from the same customer. This gives your team additional context, especially when a customer has contacted you before or submitted multiple requests.
If the form collects an order through the Order Select field, you can also open the corresponding order directly. As a result, your team can move from the request to the relevant customer or order without manually searching for it.
Track Each Request with Submission Statuses
Not every request can be resolved immediately. Some may need verification, additional information, internal review, or follow-up.
Submission statuses help you track where each request stands. You can use the default statuses or create statuses that match your own process.
For example: New → Under Review → Need More Information → Resolved
Your team can update the status as the request progresses, making it easier to organize submissions and identify which ones still need attention.
Communicate with Customers from the Submission
Post-purchase requests often require follow-up communication.
From the submission detail page, you can send a transactional email directly to the customer. This lets you ask for additional information, provide an update, or explain the next step while working with the submission.
Simply Forms records the interaction in the submission timeline, helping your team keep the request and related communication together.
Add Automation When It Helps
Submission management gives your team a structured way to handle requests, while Shopify Flow can automate repetitive steps around that process.
Simply Forms provides Flow triggers that let you build workflows around form submissions and submission status changes.
For example, you can use Shopify Flow to:
- Notify staff when a new request arrives
- Route different types of submissions to appropriate workflows
- Take actions based on customer responses
- Start another workflow when a submission reaches a specific status
This combination lets automation handle repetitive tasks while your team focuses on reviewing requests, making decisions, and communicating with customers.
Build a More Structured Post-Purchase Workflow
A post-purchase form shouldn’t become another inbox that your team has to monitor manually.
With Simply Forms, you can collect customer requests and supporting information, notify your team, review submissions, access related customer and order information, track request statuses, and communicate with customers from a structured submission management workflow.
Shopify Flow adds another layer of automation when you need it.
Together, these capabilities help your team move from simply collecting post-purchase requests to managing them from submission through resolution.
FAQ
What types of post-purchase requests can I manage with Simply Forms?
You can use Simply Forms to collect and manage warranty claims, service requests, product issues, returns, feedback, and other post-purchase requests. You can customize each form to collect the information, photos, files, and order details your team needs.
How can my team know when a customer submits a new request?
You can use the Simply Forms trigger in Shopify Flow to notify yourself or your staff when a new submission arrives. For example, Flow can send an internal email with a direct link to the submission so your team can review it right away.
Can I track the progress of a customer request?
Yes. Simply Forms lets you manage each request with submission statuses. You can use the default statuses or create your own, such as New, Under Review, Need More Information, and Resolved, to match your workflow.
Can I view the customer associated with a submission?
Yes. When Simply Forms associates a submission with a customer, you can open the customer’s profile directly from the submission detail page. You can also view other submissions from the same customer to better understand their request history.
Can I access the order related to a customer request?
Yes. If your form uses the Order Select field, customers can select a relevant order when they submit their request. Your team can then open that order directly from the submission, without manually searching for it.
Can customers upload photos or files with their requests?
Yes. Simply Forms supports photo and file uploads, so customers can provide supporting materials such as product photos, receipts, documents, or other files. Your team can review them together with the rest of the submission details.
Can I communicate with a customer about a submission?
Yes. You can send a transactional email to the customer directly from the submission detail page. For example, you can request additional information, provide an update, or explain the next step. Simply Forms keeps the communication in the submission timeline for easier reference.
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