Troubleshooting Upsells

Quick checks

1. Status: the strategy must be Active for customer traffic.
2. Placement: the matching Shopify block or post-purchase app must be installed and saved.
3. Market: the journey must use a market selected in the strategy.
4. WHO: the customer, cart, or order must pass the targeting rules.
5. WHAT: every required product module must have a complete source.
6. Availability: products must be active, published, available in the market, and in stock when required.
7. Matching: a more specific strategy may win when several strategies match.
8. Discount: an existing discount can intentionally hide a strategy when the advertised saving cannot combine.
9. Payment and eligibility: Shopify can suppress some checkout or post-purchase experiences.

Start with the available preview

Save changes and review one placement at a time using the least costly route:

• use Preview in Order Editing for strategy content and design;
• add a product to the cart and continue to checkout for Checkout placements;
• use Shopify's checkout editor for Thank You and Order Status placements; or
• use the One-Click preview for post-purchase content and branches.

Record the strategy name and ID, status, placement, installed block, market, customer or segment, cart or order data, discount codes or automatic discounts, and expected product. Change one value at a time.

Ask Sidekick to check the current strategy

Open the strategy and use the Ask Sidekick field to review its current configuration and recent activity before changing settings.

For example:

Explain why this strategy did not appear for order #1234 on the Thank You placement. Check its current status, exact placement, targeting, product modules, and recent offer events. Separate confirmed findings from anything that cannot be verified.

Replace the example order number and placement. Sidekick can evaluate one authorised order against the current strategy and inspect recent supported events. It may not have a historical configuration snapshot, so a current result does not prove which settings applied earlier.

Review returned links and confirm the important result in Order Editing or on the Shopify order before saving a change. See Getting Started with Shopify Sidekick and Order Editing for privacy and verification guidance.

Strategy is Active but no customers see it

1. Confirm the intended placement and market.
2. Check the strategy list for an uninstalled-surface warning.
3. Confirm the exact app block is present in Shopify's published checkout profile.
4. For One-Click Upsell, confirm Order Editing is the post-purchase app.
5. Confirm the strategy is not locked unless the app block requests its ID.
6. Compare other Active strategies for the same placement.
7. Use a customer and cart that pass every targeting filter.
8. Confirm at least one module returns an eligible product.

Strategy disappears when a discount is present

Open Strategy Discount > Advanced discount settings and check Hide this strategy when the order has a conflicting discount code.

• Any discount code hides the strategy for any conflicting discount.
• Codes containing text matches part of a code or, at checkout, an automatic discount name.
• Specific codes requires a complete code match.

At checkout, codeless automatic discounts are checked by name. Order Editing excludes the strategy's own generated codes. Review Shopify's discount combination settings: if the existing discount cannot combine with product discounts, hiding the strategy prevents the offered item from being added at full price.

If the strategy should remain visible, change the guard mode or Shopify combination rules, then repeat the same checkout journey.

Upsell appears on one page but not another

Placements are separate surfaces. A Checkout Product List strategy does not automatically appear on Thank You or Order Status. Confirm the strategy includes the intended placement and its extension is installed.

The Product Carousel on Thank You and Order Status sits inside the main Order Editing block. Standalone Product List and Featured Product placements need their own blocks.

A module returns no products

Check its required source, product status, market and sales-channel availability, inventory, geographic restrictions, Hidden Products, purchased-product settings, and placement compatibility.

Reorder or add another module only when it is a meaningful alternative source.

The wrong strategy appears

Order Editing normally selects the most specific matching Active strategy for the placement and market. Review filters, All versus Any, and other strategies that match the same journey.

There is no manual visual priority. Avoid specificity ties by making audiences distinct. A locked strategy does not participate in normal matching.

Checkout checks

• Shopify Plus is required for checkout app blocks.
• Confirm the block is in the published checkout profile.
• Check checkout-editor conditions and visibility.
• Add a product to the cart and continue to checkout without placing an order.
• Check the accelerated checkout methods important to the store.
• Confirm the offered product can be added and checkout totals update in that market.

Thank You and Order Status checks

• Confirm the correct main or standalone block is installed.
• Review the block on desktop and mobile in Shopify's checkout editor.
• Use the strategy preview to check products, price, discount, and offer text.
• Reuse an existing eligible order for an optional live Order Status check.
• Use a new checkout only for an optional live Thank You journey because that page appears immediately after checkout.

Free Shipping Upsell checks

Confirm the Checkout Delivery block, tier source, destination, currency, threshold, subscription behaviour, free shipping rate, and product module all match the journey.

One-Click Upsell checks

Confirm Order Editing owns Shopify's post-purchase slot and every configured page has an eligible product. Use a new controlled checkout only when the preview works and you still need to verify Shopify's live eligibility or order changeset.

Analytics looks inconsistent

Use the same date range and strategy. Impressions are unique sessions with a view, while Revenue uses settled order-based upsell data. A dash can mean unavailable data; zero is a result for the period.

Still not working?

Contact Order Editing Support with the store URL, strategy name and ID, placement, preview result, Shopify profile, market, relevant targeting data, screenshot, approximate time, and the checks already completed. Include an order number only when the problem required a live transaction.