Use this guide to investigate unexpected statuses or gaps you’re seeing in the Order Browser. If your offer isn’t showing up at all before you even get to the Order Browser, start with Why Isn’t My 1-Click Offer Displaying? or Widget Not Displaying on the Thank You Page.Documentation Index
Fetch the complete documentation index at: https://docs.aftersell.com/llms.txt
Use this file to discover all available pages before exploring further.
Why are so many orders showing as Ineligible?
Ineligible orders are controlled entirely by Shopify, not Aftersell. The most common causes are unsupported payment methods (digital wallets, BNPL, full gift card), orders under $0.50, multi-currency, and duties or landed costs. To investigate: use the Ineligibility reason filter in the order table to group orders by the specific reason. Then click into an individual order to confirm the payment method or order details behind it. For a full breakdown of every ineligibility reason and what to do about each one, see the Order Browser Overview. For supported and unsupported payment methods specifically, see Payment Methods. If a large share of your orders are ineligible due to payment method, setting up Thank You Page upsells is the best way to recover that traffic since TYP is not subject to Shopify’s post-purchase restrictions.What does “Not configured” mean?
Not configured means a funnel has an offer slot (e.g., Offer 2) that exists but has no offer set up in it yet. To fix it: click the PPU Funnel link in the order table to go directly to that funnel, then add an offer to the empty slot.What does “Products excluded” mean and how do I fix it?
Products excluded on a PPU offer slot means every product in your offer was excluded at the time of that order. Click into the order and open the PPU tab — the timeline will show a Products excluded warning with the specific reason:- Product already in order: the offer product was already in the customer’s cart. Turn off “Hide offer if already purchased” in your offer settings, or add different products to the offer.
- Product OOS: the offer product was out of stock. Add more products so there’s always something available to show.
- Product Inactive: the offer product was unpublished or deactivated in Shopify. Republish the product or swap it for an active one.
- All products filtered: every product was excluded by a combination of rules. Review your offer’s filter settings and expand the eligible product pool.
- Placement not configured: this surfaces as “Not configured” in the order table, meaning the slot has no offer set up at all.
A lot of orders are showing No interaction. What can I do?
No interaction means the offer was shown but the customer left without clicking Accept or Decline. Some of this is normal behavior, but a consistently high rate can point to offer design issues. A few things that help:- Fewer products per offer. More than four items in a single offer can cause decision paralysis. Keep it focused and relevant to what the customer just bought.
- Enable Require Confirmation Click to Accept in your offer settings. This makes the Accept/Decline action more intentional and typically drives cleaner conversion data.
- Check offer relevance. If the offer doesn’t feel connected to the original purchase, customers are more likely to ignore it.
Orders are showing Customer skipped. Is something broken?
Not necessarily. Customer skipped means the customer closed their browser or left before the post-purchase page had a chance to load. Common causes:- The customer navigated away immediately after checkout
- The browser was closed before the post-purchase redirect completed
- The checkout completed through an accelerated flow that bypassed the post-purchase step
PPU Funnel is showing “No funnel triggered.” How do I fix it?
No funnel triggered means the order was eligible but no funnel matched its trigger conditions. Common causes:- No funnel has a trigger set to “All orders” as a catch-all fallback
- Funnel trigger conditions (product tags, customer tags, order value) no longer match the incoming orders
- Multiple funnels are competing and the expected one lost priority
The Improvement Opportunities panel is flagging gaps. What should I do?
Funnel & Offer opportunities means one or more of your funnels has an unconfigured or missing offer slot. Use the Offer opportunities filter in the order table to find the specific orders, then click through to the funnel to set up the missing offer. Product opportunities means an offer is configured but its products are frequently being filtered out or are unavailable. Use the Product opportunities filter to surface those orders, review which products are causing the gap, and either replace them or loosen the filter settings.I’m seeing “Timer expired” on PPU offers
Timer expired means the post-purchase session clock ran out while the offer was on screen. Shopify’s post-purchase page has a time limit, and if the customer was on the page too long without interacting, the session expires. This is expected for a small percentage of orders. If you’re seeing it frequently, check whether your offer has an unusually large number of products or steps that might be slowing down load or review time.I’m seeing “Pending conversion” on TYP widget
Pending conversion means the Thank You Page offer was displayed but a final decision hasn’t been recorded yet. The most common cause is that the page is still open in the customer’s browser. It typically resolves to Accepted or No interaction once the session closes. If you’re seeing a persistent volume that never resolves, reach out to support.I’m seeing “No products found” on TYP widget
No products found means the Thank You Page experience couldn’t load any products to display. This is different from Products filtered out (where products exist but were excluded by a rule). No products found usually points to a configuration issue with the TYP offer itself, such as all products being unpublished or unavailable. Review your TYP offer product selection and make sure at least one product is published and in stock.My test order’s PPU timeline is empty or incomplete
If you placed a test order and the PPU tab shows no events or partial data, it’s likely because the order ID wasn’t available when the earliest events fired. This resolves automatically as the order completes — give it a few minutes and refresh.I’m seeing “Shopify skipped” - what does that mean?
Shopify skipped means Shopify bypassed the post-purchase page for this order at a platform level. When you click into the order and open the PPU tab, you’ll see:Shopify skipped can occur in a wider range of situations than just extreme platform load - including on development stores. If you’re testing on a dev store and seeing this status, that is expected behavior. If you’re seeing it at high volume on a live store with no clear cause, raise it with Shopify directly as it may indicate a Shopify platform issue.
The PPU timeline is showing “Not loaded”
Not loaded means the post-purchase experience failed to load for this order. This is different from Ineligible (where Shopify blocked it) — the session started but something prevented the page from rendering. Common causes include browser issues on the customer’s side, a network interruption mid-redirect, or a transient Shopify platform error. It is not typically caused by your Aftersell configuration. If you’re seeing Not loaded on a small number of orders, no action is needed. If you’re seeing it consistently across many orders, contact support and share the order numbers so the team can investigate whether there’s a platform-level issue.I’m seeing “Technical issue” on TYP widget
Technical issue means there was a problem loading the Thank You Page experience for that order. This appears as a badge in the TYP tab of the order detail view. Like Not loaded on PPU, this is usually caused by a transient rendering or platform error rather than a configuration issue. If it’s affecting a small number of orders, no action is needed. If you’re seeing it consistently, reach out to support with the affected order numbers.I’m seeing “Products filtered out” on TYP widget
Products filtered out on the TYP widget means the Thank You Page offer had products configured but all of them were excluded before the widget could display anything. This is distinct from No products found (where no products could be loaded at all). Products filtered out specifically means the products exist but your offer settings excluded them all. To fix it: review your TYP offer’s filter settings — check for “hide if already purchased,” out-of-stock exclusions, or tag-based filters that may be eliminating all available products. Add more fallback products to the offer so there’s always something eligible to show.Still stuck? Reach out via chat or email us at support@aftersell.app.