Is your offer not showing in the cart page or cart drawer? Is the Upsell offer not showing in-checkout as expected? Does the upsell or cross-sell not appear as a pop-up when you add a product to cart?
If your Upsell offer is not showing on the storefront, it can be one of several possible reasons. Please read through some possible causes and solutions below.
The Upsell offer product is already in the cart
Upsell will not display an offer product to customers who are already in the process of purchasing that product. If Upsell detects the offer product is in the already in cart or checkout, the offer will not be presented.
The Upsell offer has a date range or cart value condition
If you added a condition when creating your offer, such as a date range with a start and end time or a required cart value, the offer won't be displayed unless you meet those conditions.
To check if you have a date range or cart value condition applied, follow the steps below.
- Navigate to Offers > Current offers.
- Find your offer and click the ellipsis under the actions column.
- Select Edit.
- Scroll down to the Conditions section.
The Checkout or Add-to-Cart button was selected too quickly
For the app to work within the framework and design of Shopify, the page needs to finish loading. The Upsell script must fully load to be able to check if there is a qualifying offer.
For many stores, the page loads in 2-3 seconds. During these moments, the shopper is usually looking at the product and reading the page before making the decision to buy. This allows time for the page to complete loading.
When testing, we usually select the checkout or add to cart button much more quickly—before the page has been able to finish loading. This rarely happens with a live customer. Please ensure you have given the page a few seconds to complete its load before testing the Upsell offer.
The Upsell product is not available
A product in the Upsell offer may have been removed from the store or the visibility hidden. By design, Shopify does not allow hidden products to be sold and therefore, Upsell cannot display these.
Please ensure your offer products are available in the store, and active in the online store channel.
Upsell is not properly installed on your theme
When you first install Upsell or if you have changed your theme, you must ensure Upsell is properly installed. You can enable the app embeds in your theme customizer. For step-by-step instructions, please visit our Installation Guide for Upsell.
You are on a legacy plan and have reached the view limit for the month
Views and features are no longer limited on Upsell's new plan structure. If you are still on a legacy plan and have reached your plan limit, your Upsell offers will cease displaying for the month. You can select the new plan, or wait until the view count is reset to zero at the beginning of the next month. To see how to move from a legacy plan to the new plan please visit Upsell Pricing & Overview.
You're using a 'Buy it Now' button
Dynamic Buy it Now buttons on your product pages are not compatible with Upsell. Upsell is designed to trigger on the Add-to-Cart button (Product Page Pop-Up), or Checkout button (Cart Page Pop-up).
To remove this button from your store, please follow the steps in Shopify's article: Adding and removing dynamic checkout buttons.
You're trying to trigger the offer from the wrong location
Working within the design of Shopify, Upsell can only function in the available trigger locations such as the product page, cart page or cart drawer, checkout page, or post-purchase.
Upsell checks if the customer qualifies for the offer by meeting all conditions and exceeding any restrictions. These important checks cannot be done outside of these locations. This includes adding products to the cart from a home page, collection page, or quickshop modal.
You're using a third-party checkout button
Third-party checkout buttons such as PayPal, Google Pay, etc., do not trigger offers. These payment methods can still be offered on the checkout page.