Post-purchase 1-click upsells can fail to display for several different reasons. Work through the steps below in order to identify the cause.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.
Thank You Page upsells are a great workaround, and currently the only workaround, for orders that do not meet Shopify’s 1-click 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.
Where to start
1. Open the Order Browser and find the order Go to Apps → Rokt Aftersell → Order Browser and locate the specific order. Click the order number to open the full timeline and review the PPU tab. 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
- 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 the offer if the product already exists in the 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.
More detail on each cause
If the checklist above didn’t resolve it, the sections below cover every possible scenario in full.- Aftersell is not set as the post-purchase app
- The payment method is not supported
- Other Shopify order requirements
- There is a product or offer issue
- Nothing above applies
- How do I resolve this for all customers?
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.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.Supported and unsupported methods at a glance
✅ Supported payment methods
✅ Supported payment methods
| Payment method | Notes |
|---|---|
| Shopify Payments (credit card) | Regional sub-methods (iDEAL, Bancontact, Blik) are not supported. These appear under “Shopify Payments” in checkout but are bank transfers, not credit cards, and are not supported for post-purchase offers. In the Order Browser these orders appear as “Non credit card payment” or “Payment gateway”. |
| Shop Pay (saved card, standard checkout) | The accelerated button is not supported. Shop Pay as a saved card in standard checkout is supported, the customer goes through checkout normally. The Shop Pay accelerated button (“Buy with Shop Pay”) bypasses the standard checkout flow entirely and is not supported. |
| PayPal Pro / PayPal PayFlow | Credit card only |
| Authorize.net | Not supported for replacement upsells |
| Other embedded direct credit card processors | Must be fully embedded inline in Shopify’s checkout, not a redirect |
⚠️ Conditionally supported payment methods
⚠️ Conditionally supported payment methods
| Payment method | Notes |
|---|---|
| PayPal Express | Requires Automatic Payments (Reference Transactions) to be approved. Shopify submits an approval request automatically when you install Aftersell, but approval can take a few days. Check the status in your PayPal account. Also note: PayPal Express only supports one upsell per checkout, Only the first upsell or downsell will appear. |
| Braintree | Without CVV verification only |
| Stripe | Older versions only. Newer versions no longer supported by Shopify. |
❌ Not supported payment methods
❌ Not supported payment methods
| Payment method | Notes |
|---|---|
| BNPL (Klarna, Afterpay, Affirm, Sezzle, Shop Pay Installments, Zip) | Use Thank You Page upsells instead |
| Digital wallets + accelerated buttons (Apple Pay, Google Pay, Amazon Pay, PayPal button, Shop Pay button) | Use Thank You Page upsells instead |
| Bank transfers (iDEAL, Bancontact, Blik, Przelewy24) | Use Thank You Page upsells instead |
| Gift card (full payment) / COD | Partial gift card + credit card is usually fine |
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.Order value is under $0.50
Order value is under $0.50
Orders must be worth at least $0.50. Fully discounted and free orders do not qualify.
Order is in a non-default currency
Order is in a non-default currency
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.
Order includes duties or landed costs
Order includes duties or landed costs
Orders with duties or landed costs do not qualify.
Order is for local delivery
Order is for local delivery
Orders where the customer selected local delivery at checkout will not show the post-purchase page.
Order has no shipping address
Order has no shipping address
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.
Order was placed through an unsupported sales channel
Order was placed through an unsupported sales channel
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.
Shopify is under extreme load
Shopify is under extreme load
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.
There is a product or offer issue
Even when the order qualifies, the offer itself may be blocked from displaying.The offer product is out of stock
The offer product is out of stock
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.
The offer product is a bundle
The offer product is a bundle
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.
Both the original order and the upsell contain subscription products
Both the original order and the upsell contain subscription products
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.
The "skip if already in order" setting is enabled
The "skip if already in order" setting is enabled
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.
All three post-purchase offer slots have already been accepted
All three post-purchase offer slots have already been accepted
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 1-Click Upsells vs Thank You Page Upsells.
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 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.