Why Post Purchase Offers Don’t Appear – Troubleshooting Guide

Learn about the main reasons why Essential Upsell & Cross Sell Post Purchase Page offers might not appear for your customers.

Common Reasons Post Purchase Offers Don’t Show

There are several factors that can prevent post-purchase offers from appearing. These limitations are enforced by Shopify’s platform and affect all post-purchase upsell apps, and not only us.

Payment Method Limitations

❌ Unsupported Payment Methods

Post-purchase offers will NOT show if customers pay with:

• Buy Now, Pay Later Services: Klarna, Affirm, AfterPay, Sezzle, Shop Pay Installments
• Digital Wallets: Apple Pay, Amazon Pay, Google Pay
• Gift Cards: Orders paid entirely with gift cards
• Cash on Delivery (COD)

• Bank Transfers: iDeal, Airwallex, and similar methods

  
  

✅ Supported Payment Methods

Post-purchase offers WILL show for:

• Shopify Payments (most reliable)
• Shop Pay
• PayPal Express (with Automatic Payments enabled)
• Stripe (legacy versions only)
• Authorize.net
• Braintree (without CVV verification)

Order Requirements

Minimum Order Value

• Orders must be at least $0.50 USD to qualify for post-purchase offers
• Free orders ($0.00) will not trigger offers

Currency Restrictions

• Orders must be placed in your store’s default currency
• If you have multi-currency enabled and a customer orders in EUR but your default currency is USD, Post Purchase offers won’t show up
• This is a global Shopify limitation with no workaround

Product and Inventory Issues

Out of Stock Products

• If your upsell product has zero inventory, the offer won’t display
• Ensure upsell products are in stock before campaigns go live

Subscription Product Conflicts

• Cannot upsell subscription products to orders that already contain subscriptions
• This prevents billing complications with recurring payments

Delivery Method Restrictions

Local Delivery Orders

• Post-purchase offers don’t appear for local delivery orders
• This affects stores offering local pickup or delivery services

Technical Configuration Issues

App Not Enabled
Check that Essential Upsell & Cross Sell is properly configured:

1. Go to Shopify Admin > Settings > Checkout
2. Verify Essential Upsell & Cross Sell is selected as your post-purchase app
3. Only one post-purchase app can be active at a time

Platform Performance

• During high traffic periods, Shopify may skip post-purchase pages to maintain checkout performance
• This is an automatic Shopify optimization that cannot be controlled

PayPal Specific Issues

Automatic Payments Required
for PayPal Express customers to see offers:

1. Go to Shopify Admin > Settings > Payments
2. Click Manage next to PayPal
3. Check the Automatic Payments status:

• Approved: ✅ Offers will show
• Pending: ⏳ Wait for PayPal approval
• Declined: ❌ Contact PayPal support

If declined, contact PayPal directly to sort this and ask: “Why has access to Reference Transactions been denied for my PayPal account?”

Quick Troubleshooting Checklist

• Customer used a supported payment method
• Order was in your default store currency
• Order value was above $0.50
• Upsell products are in stock
• No subscription product conflicts
• Order wasn’t for local delivery
• Essential Upsell & Cross Sell is your active post-purchase app
• PayPal Automatic Payments approved (if applicable)

Remember: These limitations are global Shopify restrictions that affect all post-purchase upsell apps, not just Essential Upsell & Cross Sell.