Why wasn't my upsell shown?

You placed a test order, or a real order came in, and no upsell appeared? Go through this checklist. In our support experience, the first two points explain the vast majority of cases.

1. Check the payment method (most common reason)

Offers only appear on cards via Shopify Payments, Shop Pay, and approved regular PayPal. Klarna, Apple Pay, Google Pay, the PayPal Express button, bank transfer and other methods never show post-purchase offers. See Which payment methods show upsells?.

Typical trap: you test with PayPal Express or a wallet button and conclude the app is broken. Test again with a credit card via Shopify Payments.

2. Check your funnel triggers

• Did the order actually meet ALL trigger conditions? Conditions combine with AND logic, including multiple products within one trigger. See Configure funnel triggers.
• Is the funnel published, not in draft?
• Is another funnel higher in the list catching the order first? See What happens when multiple funnels match?.

3. Check the app selection in Shopify

Shopify allows only one post-purchase app. Go to Settings > Checkout > Post-purchase page and make sure Post Purchase Upsell Hero is selected.

4. "Skipped by Shopify"

In the Order Browser you may see orders marked as skipped by Shopify. This means Shopify itself decided not to render a post-purchase page for that order, typically because of one of its platform restrictions:

• The order does not qualify (duties, multiple currencies, local delivery, no shipping address, under $0.50, or not placed via the Online Store sales channel).
• The platform was under extreme load and skipped the post-purchase step to keep the checkout fast. This can happen on single orders and is outside of any app's control.

The full list is in Shopify limitations (reference).

Still stuck?

Contact us via support with your store URL and the order number. We can check for each specific order why no offer was rendered.

Related articles

• Which payment methods show upsells?
• Configure funnel triggers
• What happens when multiple funnels match?
• Shopify limitations (reference)