Upsell FAQ & Troubleshooting
Purpose
Primary support-deflection article
Top Issues
Upsell not showing
Check:
- 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
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)
Related Guides
If pricing / region issues