Why didn't an offer show?
The checks every offer has to pass before a buyer sees it, and what to look at when one doesn't appear.
Each time a buyer reaches checkout, the post-purchase page or the Thank You page, Upsell Master decides which funnel to use and which of its products to offer. If any check along the way fails, the buyer sees no offer. There's no error, because an empty offer is the safe outcome. Work through the checks below in order.
1. Is the funnel on, and does it match the order?
- The funnel must be active. An inactive funnel is never used.
- Every trigger condition must match. Conditions are combined with AND, so one condition that doesn't match rules the funnel out. Conditions can be based on products, collections, product tags, quantity, order value, country, subscriptions or exclusions. A funnel with no conditions matches every order.
- A random-sample condition shows the funnel to only part of your orders. Whether an order is in the sample depends on what's in the cart, so the same test cart gets the same result every time. Try a different cart.
- Only one funnel is used. When several funnels match, only one of them is shown, so your offer may have lost to another funnel.
For how matching works and which funnel wins, see the Funnels articles.
2. Is there anything left to offer?
Once a funnel is chosen, its products are checked one by one. A product is dropped when:
- it isn't available for sale in Shopify. For example, it's out of stock;
- it's already in the order. The app doesn't offer a buyer something they're already buying;
- the step has no products. A step with no products set up has nothing to show.
If every product is dropped, the buyer sees nothing. For post-purchase funnels, later steps (Upsell #2, Downsell) are skipped too when the first upsell has nothing valid to show.
Tip: test with a cart that doesn't already contain the offered product, and check the product's stock in Shopify.
3. Is an A/B test hiding it on purpose?
If the funnel is in an A/B test that has a no-offer group, buyers placed in that group are meant to see nothing. It's how the test measures what happens without the offer. Your test checkout may have landed in that group.
4. Did Shopify skip the post-purchase page?
Shopify, not Upsell Master, decides whether the post-purchase page appears at all, and it doesn't show it for every order. When Shopify skips the page, the app records which of these the order used:
- a wallet, such as Apple Pay, Google Pay, Amazon Pay or PayPal;
- buy now, pay later, such as Klarna, Affirm, Afterpay, Clearpay or Shop Pay Installments;
- a gift card only;
- another non-card payment method;
- a credit or debit card, where Shopify skipped the page for a reason it didn't give.
If your test order used a wallet or a BNPL method, try again with a card. The checkout and Thank You page offers don't depend on payment method in the same way.
For more on post-purchase setup, see the Post-purchase articles.
5. Checkout and Thank You page offers
Checkout and Thank You page offers are app blocks that run inside Shopify's checkout. The block must be added in the checkout editor for the offer to appear. Setup is covered in the Checkout and Thank You articles.
"The offer showed, but Analytics shows no view"
That's usually expected:
- Checkout views only count completed orders. If you opened checkout, saw the offer and closed the tab, no view is counted.
- Figures are cached for about five minutes. Click the refresh button on the Analytics page. The hourly charts for Today can take up to five minutes to catch up even after a refresh.
- Days are in UTC. A test placed late in the evening in the Americas may fall on the next UTC day. See What does 'Today' mean?