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Troubleshooting with Bold Upsell

Laurel
Laurel
  • Updated

There may be times when you come across an issue where a feature isn’t working as expected in Bold Upsell. While some of these issues can be corrected through an in-app setting, other issues might be related to some missing liquid code from your theme.

This article goes over some common issues and outline some steps you can take to resolve them.

 

 

My Upsell Offer is not Working

If the offer is not showing on the storefront, it can be one of several possible reasons. Please read through some possible causes below.

 

The Upsell Offer Product is Already in the Cart

Upsell can detect if the offer product is in the cart. If the Upsell offer is in the cart, the offer is not presented.

 

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 that was in the Upsell offer may have been removed from the store, or the visibility of the product is hidden. By design, Shopify does not allow for hidden products to be sold, and Upsell cannot display these.

Please ensure your offer products are available in the store, and active in the online store channel.

 

You have reached the Upsell plan view limit for the month

If you have reached your plan limit, Upsell offers no longer are displayed. You can either upgrade your plan, or wait until the view count is reset to zero at the beginning of the next month.

You can change your plan at any time to match the amount of views needed for your business. Shopify automatically prorates the amount.

 

Your Theme Uses an Ajax Add to Cart Function

If your theme uses Ajax on your product pages to add to cart, sometimes Upsell offers are not automatically displayed. In this case, you can either Disable the Ajax Add to Cart Function or reach out to our Customer Success team for further assistance.

 

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, or Checkout button.

To remove this button from your store, please follow the steps in Shopify's article: Adding and removing dynamic checkout buttons.

Buy it Now Button

 

You're Trying to Trigger the Offer from the Wrong Location

Working within the design of Shopify, Upsell can only function on the product page, cart page or in the checkout page.

On the product page, Upsell checks if the product being viewed is included in an offer, and that the cart value exceeds any offer restrictions.

On the cart page, Upsell checks that the cart value and any products in the cart qualify for the offer.

These important checks cannot be done outside of the product and cart pages. This includes adding products to the cart from a home page, collection page or quickshop.

 

bold-common.liquid Snippet is Missing From Your Theme

When Bold Upsell is installed, bold-common.liquid is automatically inserted into the published theme.

If you’ve installed Upsell from anywhere other than the Shopify app store, or your theme code has been altered, these snippet files need to be added to the updated theme. For full instructions, please visit our Bold Upsell Installation Guide.

 

The Upsell Scripts are not Loaded

If Upsell isn't triggering and the theme is not using Ajax, create an Upsell offer that triggers in the cart page when clicking checkout. Go to the cart page and use the browser Inspect Element tool to verify if Upsell, in secure.shappify.com, is not being loaded in the sources tab in Chrome/Firefox/etc.

If the Upsell folder does not appear, follow these steps to fix the problem:

  1. From Shopify's admin, select Online Store.
  2. Select ... next to your theme.
  3. Select Edit code.
  4. Under Layout, select theme.liquid.

  5. Add this code to the bottom of the file:

    <script type="text/javascript" async="" src="//secure.apps.shappify.com/apps/upsell/upselljsscript.php?shop={{ shop.permanent_domain }}"></script>

    Copy and paste the code

  6. Select Save.

 

 

Products Missing from Product Selector

There are a couple reasons your products may not appear in the product selector. These are as follows:

 

Newly Added Products to your Store

It can take some time for Upsell to detect newly added products. To make sure the new products are showing, please update the filters in the product selector to today's date.

To update the filters, select Update Now in the top right-hand corner of the product selector.

Product_Selector_Update_Needed.png

Once this has been done, the blue Update Now button is removed.

Note The filters can only be updated once per day, so it's best to ensure all the products you need to add for the day are uploaded to your store first.

 

Your Products are Not Available in the Online Sales Store Channel

Upsell is not able to detect products which are hidden from the storefront. All products must be available in the online sales channel with an active status in Shopify.

 

 

Cannot Select 8 or More Products in the Product Selector

Upsell only allows for a maximum of eight individual products to be selected in the product selector. If you attempt to select more than eight, the following message appears: You can not select more than 8 products. If you would like to select this item, please remove an item from your selected list to continue.

To get around this limitation, you can create a collection in Shopify with the items you would like to include in the upsell - and then select that collection in Upsell. When collections are selected in the Upsell product selector, all of the items within the collection are included.

Note: When selecting a collection in the product selector, you are not able to see the individual products in the collection within the selector.

It’s important to note, if your customer triggers multiple offers, they are combined into one window to a maximum of three offers at random.

If you’d like to show more than three offers in the Upsell window, you can enable the setting to Show all offered products. When this is enabled, arrows appear on either side of the Upsell window to allow your customer to scroll through all the offers.

The setting can be found under Settings > Upsell Settings, under Advanced Page Settings:

Show all offered products

 

 

Warning! There Seems to be Issues with your Offered Product(s)

There are a few reasons this error can appear.

  1. The product has been deleted in Shopify. To resolve this, recreate your product in Shopify, and reselect it in your Upsell offer. You can also select a different product.

    Note: This can also happen if you are using the Discounts integration and have created a hidden duplicate product for a sale offer. Once the sale in Discounts is over, the hidden duplicate product is automatically deleted.

  2. The product is not available on the online store channel or is in draft mode. Products must be available on the storefront to be used in Upsell unless they are hidden with the duplicate and hide feature using the Discounts integration.
  3. The product is out of stock and you have enabled the Upsell setting: Hide products that are out of stock (ie. Don't allow backorders). This setting overrides your settings in Shopify. If you wish to sell products when they are out of stock, you need to ensure this setting is not enabled. This setting can be changed by editing your existing offer.

    Additional options

 

 

Text is Missing from the Upsell Window

If you are unable to see text in the Upsell window, such as the title or description of the Upsell offer, this is usually due to your theme applying a white color to the text in the Upsell window.

To resolve this issue, you can apply some CSS to the text elements that are not appearing. Please visit our Bold Upsell CSS Styling Guide for help with identifying classes in the Upsell window.

If you are not comfortable making these changes, please contact our Customer Success team.

 

 

“No Thanks” button isn't Showing in the Upsell Window

If the No Thank You button isn't showing up in the Upsell window, please follow these steps to fix it:

  1. From Shopify's admin, select Online Store.
  2. Select ....
  3. Select Edit code.
  4. Under Assets, select your theme's main CSS file.

    Note: This varies by theme and could be something like theme.scss.liquid.

  5. Add this code to the bottom of the file: 
    #giveclosebtn{
color: black;
box-shadow: 0px 0px;
margin-top:-5px;
cursor: pointer !important;
}

    No Thank You button Code

  6. Select Save.

 

 

Hide the +1 Variant (from Quantity Breaks) in the Upsell Window

If you would like to hide the 1+ variant from Quantity Breaks in the Upsell window, please follow these steps:

  1. From Shopify's admin, select Online Store.
  2. Select ....
  3. Select Edit code.
  4. Under Snippets, create a new snippet file titled "bold-custom".
  5. Enter this code into the file: 
    <script>
jQuery(window).bind("load", function () {
$( "#upsell_upsell_form #var_id" ).each(function( index ) {
$QB_var = $(this).text().trim();
console.log($QB_var, typeof($QB_var), $QB_var.slice(0,1), $QB_var.length);
if ($QB_var.slice(0, 1) == "1" && $QB_var.length <= 4 ) {
$(this).remove();
}
});
});
</script>
  6. Select Save.
  7. Under Layout, select theme.liquid.
  8. Copy and paste the following code directly below the {{ content_for_header }}line: 
    {%- render 'bold-custom' -%}

  9. Select Save.