Shopify imposes platform-wide limits on when a post-purchase page can be shown. These restrictions apply to every post-purchase app on the market, not just Post Purchase Upsell Hero. Use this list as a reference; for guided troubleshooting see Why wasn't my upsell displayed?.
Payment restrictions
The customer paid with an installment service or wallet (Klarna, Affirm, Afterpay, Apple Pay, Amazon Pay, Google Pay) or an express checkout button.
The purchase was made with a gift card or any payment method other than a supported card or PayPal payment.
The payment gateway requires the customer's CVN/CVV to be retained (such third-party providers are not supported, for example Braintree, Payflow Pro, PayPal Payments Pro, Eway).
See Which payment methods show upsells? for the full picture.
Order restrictions
Orders with duties or multiple currencies do not surface offers. This covers many checkouts placed through Shopify Markets, specifically those that show duties at checkout or settle in a currency other than your store's default.
Orders for local delivery do not surface offers.
Orders without a shipping address cannot receive a post-purchase subscription offer.
Orders need a value of $0.50 or more.
Orders must be placed through the Online Store sales channel. Other sales channels (POS, social channels, marketplaces) do not render post-purchase pages.
When an offer does appear on a Shopify Markets order, it is added to that same order through a Shopify order edit rather than a new one, so the upsell stays in the order's own market and currency. See How an accepted upsell changes the order.
Platform behavior
One app per store: only one app can be selected for the post-purchase page. Merchants with multiple post-purchase apps must choose which one appears (Settings > Checkout > Post-purchase page).
Extreme load: if the Shopify platform is under extreme load, it may briefly prioritize capturing orders and skip the post-purchase step, even though the offer was requested correctly. This affects single orders and resolves itself.
For full technical details, see Shopify's documentation: Post-purchase product offers limitations
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