Duplicate or Missing Responses
Response counts not matching your expectations? This article explains why you might see more responses than expected — or fewer — and what to do about it.
Seeing duplicate responses
If the same order appears more than once in your responses:
Check your repeat-submissions setting. If Allow repeated submissions is on, an order can respond multiple times by design. Turn it off to enforce one response per order going forward.
Confirm it's truly the same order. Different orders from the same customer are separate responses — that's expected, not a duplicate.
Missing responses
If a response you expected isn't showing:
Was the survey live at the time? The survey only collects responses while it's enabled and your plan is active. If either lapsed, no response could be recorded.
Did the shopper actually submit? Viewing the survey isn't the same as submitting it — only submitted answers are saved.
Was the order already answered? With repeat submissions off, a second attempt on the same order is blocked, so it won't create a new response.
Check your date filter. If you're filtering the responses list by date, widen the range — the response may fall outside it.
Good to know
- The default one-response-per-order rule keeps data clean; most "duplicate" reports come from having repeat submissions enabled.
- Responses are tied to the order, so the duplicate check is per order, not per customer.
- Filtering and pagination affect what you see, not what's stored — clear filters to view everything.
- Exports and statistics reflect the same stored responses, so cross-check them if a count looks off.
When in doubt, clear any date filters and review the full responses list to see exactly what's been recorded.