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Post-purchase upsells can fail to display for several different reasons. Work through the steps below in order to identify the cause.
If an offer doesn’t display, the original order is always processed as normal. Nothing is lost on the customer’s side.
Thank You Page upsells are a great workaround, and currently the only workaround, for orders that do not meet Shopify’s Post-purchase eligibility requirements.If orders are regularly ineligible due to payment method, currency, sales channel, order value, local delivery, duties, etc., setting up Thank You Page upsells ensures those customers still see an offer.Note that product-level limitations (such as bundle products as upsell items and subscription-on-subscription conflicts) apply to Thank You Page upsells as well.

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Where to start

1. Open the Order Browser and find the order Go to Apps → Aftersell → Order Browser and locate the specific order. Click the order number to review the Post-purchase section. The ineligibility reason shown there identifies which section below applies. Use that as the starting point rather than reading through everything. Learn how to use the Order Browser → 2. Confirm the setup
  • Aftersell is selected as the post-purchase app in Shopify Settings → Checkout → Post-purchase page
  • The funnel is published and active in the Aftersell admin
3. Confirm the order meets Shopify’s Post-purchase requirements Shopify’s post-purchase page has specific requirements. If any one of them isn’t met, the offer will not display. For the full list, see the requirements below. One requirement worth checking specifically: if Shopify Markets is enabled and a customer browsed in a non-default market or currency, the offer will not show even if the underlying payment was processed correctly. See Does Multi-Currency Checkout Impact Aftersell? for more detail. 4. Review the offer
  • The upsell product is published and in stock in Shopify
  • The upsell product is not a bundle (bundle products cannot be used as upsell items due to a Shopify limitation)
  • If the upsell product is a subscription, confirm the original order does not already contain a subscription. Shopify only supports one subscription product per order.
  • In the offer editor under the Product Details widget, confirm “Skip offer if product is in original order” is not enabled. If it is enabled, the offer will be skipped for any customer who already has that product in their cart
  • Confirm the funnel’s trigger conditions match the order. When multiple triggers are added to a funnel, ALL of them must be met (AND logic between triggers). Within a single trigger, only one of the selected options needs to match (OR logic within a trigger). The one exception is the Product Quantity trigger, which has a toggle to switch its internal logic from OR to AND. If any trigger is not matched, the funnel will not fire for that order. See Understanding Conditional Logic for Post-Purchase Triggers for more detail.

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More detail on each cause

If the checklist above didn’t resolve it, the sections below cover every possible scenario in full.

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Aftersell is not set as the post-purchase app

For post-purchase offers to appear, Aftersell must be selected as the active post-purchase page app in Shopify. To check: go to your Shopify admin, navigate to Settings → Checkout, and scroll to the Post-purchase page section. Confirm that Aftersell is selected.
Only one app can be active as the post-purchase page at a time. Shopify only allows one app to be selected as the post-purchase extension. If you have multiple apps with post-purchase extensions installed, only the one selected in your Checkout settings will show. Other apps such as Thank You Page tools can still run alongside Aftersell since TYP operates separately from the post-purchase step and does not require this setting.

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The payment method is not supported

Shopify’s post-purchase API only works with specific payment methods. If a customer pays with an unsupported method, Shopify will not display the post-purchase page. These are Shopify-imposed limitations that apply to every post-purchase app, not just Aftersell.

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Supported and unsupported methods at a glance

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The order doesn’t meet Shopify’s requirements

Beyond payment method, Shopify enforces additional conditions before the post-purchase page will load. All of these are Shopify-imposed limitations that apply to every post-purchase app.
Orders must be worth at least $0.50. Fully discounted and free orders do not qualify.
If your store has multi-currency enabled and the customer checked out in a currency other than your store’s default, Shopify will not display the post-purchase page.If Shopify Markets is enabled, this applies at the market level too. A customer browsing in a non-default market may be routed to a different currency even if the payment itself is supported. See Does Multi-Currency Checkout Impact Aftersell? for more detail and steps to address this.
Orders with duties or landed costs do not qualify.
Orders where the customer selected local delivery at checkout will not show the post-purchase page.
If the order was completed without a shipping address (for example, a digital-only purchase or a customer who selected local pickup), post-purchase offers cannot load. Shopify requires a destination country code to be present.
Post-purchase upsells only work for orders placed through the Online Store sales channel. Orders from draft orders, POS, TikTok, and subscription contract renewal orders will not show post-purchase offers.
During flash sales or unusually high platform load, Shopify may briefly delay order creation. In these scenarios the post-purchase page may not appear even if the order meets all other requirements.

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There is a product or offer issue

Even when the order qualifies, the offer itself may be blocked from displaying.
If the product’s inventory is tracked and the stock level is zero or below, the offer will not show. Add fallback products or ensure your offer product has available inventory.
Bundle products cannot be used as post-purchase upsell items due to a Shopify limitation.If your offer loads briefly then disappears, the most likely cause is a bundle product in the upsell offer. The offer technically loads but Shopify immediately bypasses it. Remove any bundle products from the offer and replace them with standalone products. A customer buying a bundle in their original order can still trigger a funnel. The restriction only applies to bundle products as the upsell item itself.
If the original order includes a subscription product and the upsell product is also a subscription, the offer will be skipped. Shopify only supports one subscription product per order.How to detect this: Place a test order that includes a subscription product and watch whether the upsell skips immediately to the downsell without showing. If so, there is a subscription in the original order conflicting with the subscription upsell.To fix this: Add a “Does not include subscription products” trigger to funnels that contain subscription upsells. This ensures the funnel only fires for orders without a subscription, preventing the conflict entirely and showing the offer to the right customers.
In the offer editor under the Product Details widget, there is a setting to skip the offer if the upsell product already exists in the original order. If this is enabled and the customer already has that product in their cart, the offer will be silently skipped. Review this setting in your offer and confirm it matches your intended behaviour.
A customer can accept a maximum of three post-purchase offers per checkout. This is a Shopify platform limit. The Thank You Page is a separate experience and allows for one additional accepted offer, so a customer who accepts all three post-purchase offers can still accept one more on the Thank You Page. See Post-purchase upsells vs Thank You Page upsells.

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Nothing above applies

If all of the above has been checked and the offer still isn’t showing, confirm the following:
  • The funnel’s trigger conditions match the order. All conditions use AND logic, meaning every single condition must be met. A single unmatched condition silently blocks the funnel from firing. See How to Configure Post-Purchase Triggers and Understanding Conditional Logic for Post-Purchase Triggers.
  • There is at least one funnel with a Show this funnel for all customers catch-all trigger set to the lowest priority. Without this, some orders may not match any funnel at all.
  • The funnel is published and active in the Aftersell admin.
  • Aftersell is confirmed as the active post-purchase app in Shopify Settings → Checkout → Post-purchase page.
Still not resolved? Reach out via chat or email us at support@aftersell.app and include the order number.