In some orders, the post-purchase upsell may not appear after the customer completes payment. This does not indicate an error in Planet and does not affect the original order: the order is processed correctly, but Shopify decides not to display the post-purchase offer.
This happens because the post-purchase upsell depends on an official Shopify extension and is subject to a series of technical limitations and conditions that Shopify applies automatically.
This guide explains the most common reasons why Shopify does not display the post-purchase upsell. You can access Shopify’s official guide on post-purchase upsell limitations here.
What is a post-purchase upsell?
A post-purchase upsell is an offer that Shopify displays immediately after the customer completes payment and before they reach the thank you page. It allows the customer to add an additional product to the order without having to re-enter their payment details.
Reasons why Shopify does not show the post-purchase upsell
Unsupported payment method
Shopify only displays post-purchase upsells when the payment method allows secure additional charges. If the customer uses an unsupported payment method, Shopify automatically skips the post-purchase offer.
Some examples of unsupported payment methods include:
Installment payments or BNPL (Klarna, Affirm, AfterPay, Sezzle, etc.).
Digital wallets such as Apple Pay, Google Pay, or Amazon Pay.
Gift cards used as the sole payment method.
Payment methods that redirect customers outside the Shopify checkout.
Payment methods that are usually supported include:
Shopify Payments with credit card.
Shop Pay (in certain cases).
PayPal Express with automatic payments enabled.
Credit card processors directly integrated into the Shopify checkout.
Compatibility may vary depending on the store’s region or configuration.
2. Payment made in a currency different from the store’s primary currency
If the store has multi-currency enabled and the customer pays in a currency different from the store’s primary currency, Shopify will not display the post-purchase upsell.
3. Delays in payment processing
Shopify has a very limited time window to display the post-purchase offer after payment is completed. If the payment method takes longer than expected to process, Shopify may decide not to display the post-purchase upsell.
4. The order does not meet Shopify’s technical requirements
Shopify does not display post-purchase upsells for orders with any of the following characteristics:
Orders with a very low total value (for example, below 0.50 USD).
Orders that include duties, import taxes, or additional landed costs.
Orders without a valid shipping address.
Orders with local delivery or local pickup.
Orders created outside the main online store sales channel.
5. Unsupported products
The post-purchase upsell will not be shown if:
The upsell product does not have available inventory.
The original order includes a subscription product and the upsell is also a subscription.
The upsell product is a bundle or pack that Shopify does not support in post-purchase offers.
6. High load on Shopify
During periods of high load or traffic spikes, Shopify may prioritize fast order completion and skip the post-purchase upsell extension, even if all other conditions are met.
What to do if the post-purchase upsell is not showing
If you notice that the post-purchase upsell does not appear in many orders, we recommend:
Reviewing which payment methods your customers use most frequently.
Checking whether orders are placed in the store’s primary currency.
Making sure the upsell products have available inventory.
Keeping in mind that some order combinations cannot display post-purchase upsells due to Shopify limitations.
Recommended alternative
If a significant portion of your orders does not meet the requirements to display post-purchase upsells, we recommend using upsells on the thank you page. These upsells do not depend on Shopify’s post-purchase extension and are displayed more consistently, regardless of payment method or currency.
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