Quick checks
If your upsells are not appearing or behaving as expected, start with these checks. They solve most issues.
Check | What to do |
Strategy status | Confirm the strategy is Active. Draft and Archived strategies do not show to customers. |
App block installed | Check that the correct app block or extension is installed in Shopify. |
Filters match | Make sure your test order matches the strategy filters. |
Products are eligible | Products must be active, available, and in stock in your Shopify admin. |
Market targeting | Check that the customer's market is included in the strategy. |
App status | If Order Editing is in draft mode, customer-facing upsells are disabled. |
Analytics and reporting
Analytics can take time to update. Zero values usually mean the placement has not received enough matching traffic yet, or the dashboard is still catching up.
ℹ️ Note: Analytics can be delayed by up to 24 hours, especially during high-traffic periods.
Conversions show but views are zero
The upsell is working if conversions or upsell revenue are recorded. The view count is most likely delayed and should catch up.
Views show but conversions are zero
Wait for analytics to finish processing. If views keep increasing but conversions stay at zero after 24 hours, review the offer, products, and add-to-order flow.
Strategy and targeting issues
Strategy is Active but no customers see it
Check market targeting first. Open the strategy, review the selected markets, and choose All markets if you want the strategy to apply globally.
Upsell shows on one page but not another
Each strategy targets a specific placement. To show upsells on multiple pages, create a strategy for each placement.
Different customers see different products
A module may be returning no products for some customers. Order Editing may then use the Fallback Strategy or show a different eligible offer.
Render conditions
Some order types prevent upsells from rendering.
No shipping address: orders without a complete shipping address may not have enough market information for targeting.
Zero order total: orders with a zero total do not trigger upsells.
Unsaved checkout editor changes: save your checkout editor changes before testing live checkout placements.
Module issues
Module | Common fix |
Single Product | Re-select an active, available product. |
Collection | Make sure the collection exists and contains active products. |
Upsell Products from Cart | Check the targeting mode and confirm matching products exist. |
Recently Viewed | Test with a customer session that has recently viewed products. This module is not available on the One-Click Upsell. |
Nosto or Searchspring | Confirm the integration is connected in Order Editing. |
Page-specific checks
Checkout Page
Checkout Page upsells require Shopify Plus. Confirm the app block is installed in the checkout editor and your test cart matches the strategy filters.
Thank You Page and Order Status Page
Confirm the Order Editing app block is added on the correct page in the checkout editor. The Product Carousel sits inside the main Order Editing block. Product List Upsell and Featured Product Upsell are separate app blocks.
Free Shipping Upsell
The Free Shipping Upsell requires Shopify Plus and its own checkout app block. It only appears when the cart is below the free shipping threshold.
Restricted and excluded products
If a product never appears as a recommendation, check your Hidden Products settings in Upsell Strategies. Also check whether the product has the orderediting-hidden tag in Shopify admin.
ℹ️ Note: Hidden Products excludes products from recommendations. Disable Upselling suppresses all upsells when specific products are present in the order.
Still not working?
Start a live chat from within the Order Editing app. Include your store URL, the placement that is not working, a screenshot of your strategy settings, and what you've already tried.
