Articles on: Upsells & Revenue

Upsell FAQ & Troubleshooting

Purpose

Primary support-deflection article


🔝 Top Issues


Upsell not showing

Check:


  • Upsell module enabled (Upsells → Settings)
  • Offer status = Active
  • Upsell Block added
  • Conditions met
  • Market enabled

Discount not applying

Check:


  • Discount slider > 0%
  • No overlapping Shopify discounts
  • Market currency rules


Timer missing

Check:


  • Timer enabled
  • Duration < edit window
  • Not expired


A/B test not starting

Check:


  • Two active offers on same surface
  • Test status = Active
  • Check offer start and end date



Email upsell shows no opens/clicks (or no tracking)


Check:


  • You pasted the snippet from Get email snippet (not hand-written HTML)
  • The platform's email/order merge tags are still in the snippet (e.g. Klaviyo {{email}} / {{event.order_id}})
  • For PDP redirect: the Email upsell app embed AND the Email upsell banner block are enabled in the theme
  • You selected the correct platform (Klaviyo / Omnisend / Shopify Email / Mailchimp / SendGrid) so the right merge-tag syntax is used


📌 Personalized images render at email-open and opens/clicks track back to the offer — but only if the merge tags survive your email editor. Some editors strip raw HTML; paste into a raw/HTML block.


Free-shipping bar shows the wrong threshold


Check:


  • Threshold mode is correct: global tiers vs custom for this strategy vs add a selected item
  • A per-market override exists for the customer's country (countryCode + threshold + message)
  • Your message uses {{amount_remaining}} / {{threshold}} tokens, not hard-coded numbers


📌 With no matching per-market override, the bar falls back to your default threshold and the default message "Only {{amount_remaining}} worth of items needed for free shipping 🎉".


Checkout-page upsell isn't available


Check:


  • Your store is on Shopify Plus — checkout-page upsells require it
  • If not Plus: use After checkout, Thank-you page, or Order status page instead


"I can't add more products to my offer"


Check:


  • You're at the 10-product cap — an offer can show at most 10 products across all its modules
  • Remove a product or split into a second offer with different targeting



🧭 Decision Tree Examples


If upsell is invisible →

Check block → check surface → check rules


If price looks wrong →

Check market → check discount → check currency


✅ Setup Checklist (Quick)


  • Offer named clearly
  • Product modules limited
  • Targeting rules tested
  • Upsell block added
  • Test order placed


🧠 Advanced Tips


  • Chain upsells using “consider upsell items”
  • Use tags for granular control
  • Review analytics weekly
  • Archive old tests — don’t delete


📞 When to Contact Support


Send:


  • Store URL
  • Screenshot of offer setup
  • Order number (if applicable)


Do NOT worry about:


  • Minor FX rounding
  • Shipping changes after upsell
  • Timeline notes (expected)



If upsell not showing

If pricing / region issues


Updated on: 25/06/2026

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