How to Troubleshoot Post-purchase Offers Not Appearing

This article provides a comprehensive guide on how to troubleshoot common issues related to post-purchase offers not appearing.

Post-purchase upsell offers can significantly boost your store’s revenue, but sometimes these offers fail to show up.

Below is a simple checklist to help you identify and resolve common issues if your post-purchase offers are not appearing.

1. Verify GemPages is Set as the Active Post-purchase App

Shopify only allows one app to manage post-purchase offers. If GemPages is not set as the active app, the offers won’t display.

What to Do:

Log in to your Shopify Admin.
Navigate to Settings at the bottom left of the dashboard.

gempages-active-post-purchase-app

Go to Checkout settings.

checkout-setting

Ensure that GemPages is selected as the post-purchase app.

select-gempages-post-purchase-app

Click Save to update your settings.

2. Check If Your Offer Settings are Correct

Make sure both the funnel and the products involved, including the trigger product and the post-purchase offer, are properly set up in GemPages and active on your live store. Specifically, check the following:

The funnel has been activated.
Both the trigger product and the offer product are active in Shopify admin and in stock.

3. Validate Order Information Conditions

If your settings are correct but the post-purchase offer still isn’t showing, review these order conditions to make sure everything aligns with Shopify’s requirements.

3.1. Minimum Order Value

Shopify requires the total purchase value after any discounts to be at least $0.50 USD.

What to do:

Ensure the product price is above this threshold. If necessary, bundle low-cost items to meet this requirement.

3.2. Payment Methods

Shopify’s post-purchase offers don’t work with certain payment methods:

Unsupported Payment Methods:

Digital wallets (e.g., Google Pay, Apple Pay)
Offsite payment gateways (which redirect to third-party sites)
Installment payment options (like Klarna, Afterpay)
Gift card transactions
Cash on Delivery

What to do: Ensure customers are using a supported payment method.

For more information on supported and unsupported payment methods, refer to this article.

3.3. Unsupported Shipping Methods:

Local Delivery or Local Pickup
Orders without a shipping address

Note: Post-purchase upsell offers can still be used for digital products, which don’t require a shipping address.

3.4. Currency Used in the Transaction

Post-purchase offers only appear when the order is in your store’s primary currency. For example, if your store’s primary currency is USD, post-purchase offers will not appear for orders in EUR or other currencies.

What to do:

Make sure that the store’s primary currency is set correctly under Settings > General.

Test offers using this primary currency and temporarily disable multi-currency options if needed.

check-primary-currency

Note: The issues mentioned above are the most common reasons post-purchase offers may not appear. Additionally, there could be other limitations from Shopify that affect this functionality, as outlined in their documentation here.

If you’ve checked all these factors and still have problems, please reach out to GemPages Support for further assistance.