Frequently asked questions
What UserTell does, what it costs, and how it works on your Shopify store. Can't find what you're looking for? Get in touch.
Product
What is UserTell?
UserTell is a Shopify app that lets your shoppers post photos and videos of what they bought directly on your storefront. It collects that content into a shoppable customer gallery, invites recent buyers to contribute through post-purchase emails, and shows which orders came from shoppers who browsed the gallery.
Does UserTell support customer videos?
Yes. Shoppers can post videos as well as photos. Video posts are part of the Advanced plan ($14.90 per month), which adds unlimited video posts with product tagging to everything in Basic.
Can shoppers buy directly from a customer photo?
Yes. Customers tag the products they bought when they post, so every photo or video in a UserTell gallery links to the products shown in it. Visitors can shop straight from a post.
Setup
How do I install UserTell?
Install UserTell from the Shopify App Store, then add the gallery block to the page where you want it to appear. It installs as a theme app extension, so there are no code edits to make.
See how it worksWill UserTell work with my theme?
Yes. UserTell installs as a theme app extension, which means it works with any Shopify Online Store 2.0 theme and needs no code edits.
Where can the gallery appear on my store?
The UserTell gallery is a theme block you can drop on any page of your storefront, including product pages and the home page.
Pricing
Is there a free plan?
Yes. The UserTell Starter plan is free and includes unlimited galleries, 20 image posts with product tagging, discount code incentives, and comments on posts. You only need to upgrade when you outgrow the post limit.
How much does UserTell cost?
UserTell has three plans. Starter is free. Basic is $9.90 per month or $99 per year and adds unlimited image posts and review platform import. Advanced is $14.90 per month or $149 per year and adds unlimited video posts. Charges are billed in USD through Shopify, and you can cancel anytime from your Shopify admin.
Compare plansCan I import reviews I have already collected?
Yes. Review platform import is included in the UserTell Basic and Advanced plans, so you don't have to start your gallery from zero.
Moderation and consent
How does moderation work?
Every customer submission lands in a moderation queue before it appears on your storefront. You approve, deny, or feature each post with one click, so nothing goes live in a UserTell gallery without your say.
Can I collect photo consent and guardian permission?
Yes. The UserTell submission form supports a required photo-usage consent checkbox, plus a guardian-permission checkbox that only appears when a shopper says a minor is in the photo. Each answer is stored with the post and included in the CSV export.
How to set up photo consentEmails and rewards
How do post-purchase reminder emails work?
After a buyer's order is delivered, UserTell waits a few days and then sends a branded email asking for a photo or video, optionally paired with a discount code. The send timing and the reward are both configurable.
Can I reward customers who post?
Yes. UserTell can send customers a Shopify discount code when their submission is approved. Discount code incentives are included on every plan, including the free Starter plan.
Analytics
Can I see which orders came from the gallery?
Yes. UserTell tracks gallery views and matches them to the orders that follow, down to the individual post. You can see your top-performing posts, products, and contributors.
Privacy and support
What happens when a customer asks to delete their data?
When you erase a customer's personal data in Shopify, the request reaches UserTell too. Records like their review reminders are cleared straight away. Their posts and comments are your storefront content, so UserTell emails you a list with links and the date Shopify needs it done by. Deleting a post or comment in UserTell erases the customer's name, email and words.
How UserTell handles deletion requestsCan a customer get a copy of the data UserTell holds?
Yes. When you request a customer's data in Shopify, UserTell emails you everything it stores about that customer for your store, grouped by type and ready to pass on with the rest of your reply. If it holds nothing about them, you won't get an email.
Does deleting a post remove the customer's personal data?
Yes. Deleting a post erases the submitter's name, email, title and form answers, and deleting a comment erases its text, name and email. The photo or video file itself stays in your Shopify admin under Content → Files, so delete it there too when a customer asks to be forgotten.
What happens to my data if I uninstall UserTell?
You can uninstall UserTell from your Shopify admin at any time. 48 hours later, Shopify tells UserTell to delete your store's data, and it is all deleted then: galleries, posts, comments, reminders and analytics. The one exception is your support chat history with us. Photos and videos customers uploaded stay in your Shopify admin under Content → Files. UserTell does not sell personal data.
Read the privacy policyHow do I get support?
Email support [at] usertell.com. We typically respond within one business day. Live chat is also available inside the app.