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Read First

*Q: What are the most common possible reasons as to why no post-purchase offers would be shown for an order?

A: The most common reasons are outlined below:

  • You're using Shopify Plus and have customization on your Checkout page. You will need to revert your checkout.liquid file to default, removing all customization, before post-purchase offers can work. You must reach your Shopify Merchant Success contact to have them do this for you, it can't be done on the merchant's side.
    Note: If you do decide to remove all checkout customization, be careful. There's no guarantee that you'll be able to get everything back to the way it was if you decide to enable customizations again. Discuss this with your Shopify Merchant Success contact prior to making the change.
  • You've installed another post-purchase offer competitor app before OCU and you still have both apps installed. To have OCU work, please delete the competitor app. Just disabling the competitor app won't be enough, it has to actually be deleted.
  • You're using a payment processor that doesn't support post-purchase offer functionality which at this time is any method other than a Credit Card, by entering the CC information into the CC field at the Payment step of Shopify Checkout.
  • The Shopify Platform is under extreme load and there is a delay in order creation.

*Q: Does OCU work with 3rd Party Fulfillment Apps or Services that fulfill the order immediately (auto-fulfillment) after it's created?

A: No. Since Order Editing is how the post-purchase offer(s) are added to the Order, this may effect fulfillment if you use a 3rd party system that does not support Order Editing. If the order is being fulfilled immediately, it then prevents the ability to Edit the order.

Since that is the case, we recommend delaying order syncing with 3rd party fulfillment systems by 30-60 minutes and notifying your fulfillment provider of the change. Fulfillment apps should also review their logic to work smoothly with edited orders. More details

If your Fulfillment partner doesn't have order sync delay built-in as an option, the current workaround is to ask your Fulfillment partner to use created_at_max in the Orders API and add a time buffer to ensure any order created within the last x minutes is not fetched at that sync interval.

*Q: If I use a Discount App that auto-applies a discount code on Shopify Checkout, will that work correctly with OCU Native?
A: Yes and no. There is a pre-purchase upsell incompatibility issue between OCU and these types of apps (Vitals, Revy, Route, etc) because they work with cart updating and discounts. We suggest to use either OCU pre-purchase upsells or a different bundle/pre-purchase app instead for pre-purchase offers on your store. You can still use one click Post-purchase upsell offers in both cases.

If you use one of the above mentioned apps for pre-purchase (or any other discount app that doesn't auto-apply the discount at Shopify Checkout correctly) and won't be using OCU pre-purchase or the Skip Cart Page feature included in OCU, then you won't experience any incompatibility issues.

Billing / Payments

Q: Will OneClickUpsell work with Shopify Payments?

A: Yes it will, Shopify Payments is fully supported!

Q: Will OneClickUpsell work with Third-party Credit Card processors supported by Shopify checkout in my region?

A: Yes it will! Merchants are not limited to Shopify Payments. 😃

Post-purchase upsell offers will be shown to all customers who checkout using any third-party credit card processor supported by Shopify checkout in your region, excluding the following: PayPal Payflow Pro, PayPal Websites Payments Pro and Braintree.

Q: Will OneClickUpsell work with digital wallets (PayPal Express Checkout / Amazon Pay / Shop Pay / Apple Pay / G-Pay, etc)?

A: Yes and no. The initial checkout order will work, including any pre-purchase offers your customer has added. However, if the customer pays for their entire order using a digital wallet, no post-purchase upsell offers can be shown at this time because Shopify does not yet support it.

Note: post-purchase offer support will be added for Shop Pay first!

Q: Will OneClickUpsell work with off-site payment gateways (Afterpay / Sezzle / Affirm / Klarna / Quadpay, etc)?

A: Yes and no. The initial checkout order will work, including any pre-purchase offers your customer has added. However, if the customer pays for their entire order using an off-site payment gateway, no post-purchase upsell offers can be shown at this time because Shopify does not yet support it.

Q: Will Subscriptions, Duties, or Multi-currency be supported?

A: Yes and no. The initial checkout order will support all three. However, post-purchase offers will not be triggered for initial orders that have duties, subscriptions or multi-currency.

Q: What is multi-currency for Shopify Checkout?

A: This means the order was paid for in a currency other than the one you've set in your Shopify admin (Settings > General > Store currency). More details

Q: Will OneClickUpsell work with Shopify Gift Cards?

A: Yes and no. The initial checkout order will work, including any pre-purchase offers your customer has added. However, if the customer pays for their entire order using a Shopify Gift Card, no post-purchase upsell offers can be shown at this time because Shopify does not yet support it.

*If the Gift Card doesn't cover the Total and the customer uses a Credit Card to pay for the remaining balance, then post-purchase upsell offers will be shown.

Q: In which scenarios will one-click post-purchase offers NOT be shown for the order?

A: For the following scenarios, the one click post-purchase offers will not be presented to the buyer:
- The original purchase was entirely paid for with a Gift Card.
- The original purchase was entirely paid for with a "Manual" payment method, such as "Cash on Delivery" (COD).
- The original purchase was entirely paid for with a "Digital Wallet" type payment method.
- Any other flow where the original checkout is entirely paid, but Shopify doesn't have a vaulted credit card from the customer on-hand.

In addition to the above, in the scenario where the original purchase is for $0 ("free" checkouts), the post-purchase offers will also be skipped.

Q: What is the total cost of using OneClickUpsell?

A: The total cost of using OCU is as follows:

  • Monthly subscription fee based on order volume.

    Note: pricing is based on the total orders your store processes in a 30-day billing cycle, not the number of upsells presented or bought.

    For example: if you have 200 orders in a month and 35 include upsells generated by OCU, your plan is determined by the 200 total orders ($49.99/month). This applies whether or not OCU has been enabled on your store.
  • Per-transaction fee for each post-purchase offer added.

    Transaction fees vary based on your Shopify plan type and on which credit card processor you are using (i.e. Shopify Payments for the Shopify Basic plan is 2.9% + 30¢ USD for each successful credit card charge).

    Note: each post-purchase offer the customer buys is considered a separate transaction.

    For example: the initial checkout charge is one transaction, Upsell 1 is a second transaction, and Upsell 2 a third transaction. So for an order that contains two post-purchase upsells, there will be three separate credit card transaction fees charged for the order.

Order Flow

Q: Will the customer be required to go back through Checkout and re-enter their information again to buy the post-purchase upsell offer(s)?

A: No. Each post-purchase offer is added to the customer's original order with a single click or tap.

Q: If the customer doesn’t want the post-purchase upsell (closes their browser window after the initial checkout), can I lose my initial sale?

A: No. The one click post-purchase offer is made only after the customer has already completed their initial purchase, so you can never lose your initial sale!

Q: Can the customer bypass the post-purchase offer funnel?

A: Yes. The customer can bypass the post-purchase funnel at any time by clicking the "View order confirmation >" link included at the top of each post-purchase offer page. The customer can also simply close their browser window or tab after completing the initial checkout order.

Q: If the customer attempts to purchase a one click post-purchase offer, but receives an error message (transaction declined), what happens?

A: There are several reasons why a customer can get a "transaction declined" message when attempting to buy a post-purchase offer. The two main reasons are: decline from the bank and decline from the payment processor.

In this case, the post-purchase upsell product is still added to the order when the customer clicks the "Add to Order" button, regardless of whether the transaction was successful or failed.

  • If the post-purchase transaction was successful, then you'll see an additional transaction in the Order, and the whole order will be marked as paid.
  • If the post-purchase transaction was failed, then the upsell product will be added, but there will be no additional transaction in the Order and order status will be partially paid.
    In this case, the customer receives a special email from Shopify with an explanation that they added a product to the order, but didn't pay for it. The email will include a link they can click to pay for it. This email will be sent by Shopify automatically for these cases.

Q: Does OCU work with 3rd Party Fulfillment Apps or Services that fulfill the order immediately (auto-fulfillment) after it's created?

A: No, not if your fulfillment doesn't support Order Editing. The initial checkout order is created immediately after the Shopify Checkout is completed. When the customer adds a post-purchase offer, the order is then Edited to include the additional offer(s). If the order is being fulfilled immediately, it prevents the ability to Edit the order.

Our suggestion is to set a 30-60-minute delay for auto-fulfillment and to reach out to your fulfillment app's support informing them of this information. If your Fulfillment partner doesn't have order sync delay built-in as an option, the current workaround is to ask your Fulfillment partner to use created_at_max in the Orders API and add a time buffer to ensure any order created within the last x minutes is not fetched at that sync interval.

Q: How many one click post-purchase offers can I make to a customer per order?

A: You can present a maximum of 2 post-purchase offers per order (i.e. you can either present two consecutive upsells, or one upsell followed by one downsell).

Q: Do Discount codes applied to the Shopify Checkout affect the one-click post-purchase Upsell/Downsell product price?

A: No. The Discount code applied at Shopify Checkout applies to the item(s) included in the Checkout only. Post-purchase offer page(s) have their own "Discount" functionality which can be applied on a page-by-page basis, for each page separately.

Q: How will the post-purchase offer sequence be presented to my customers?

A: Upsell 1 from the funnel will be shown first. If the customer buys Upsell 1, then Upsell 2 will be shown next. If the customer declines Upsell 1, then your Downsell will be shown next instead of Upsell 2.*

Note: in both cases, the customer will be taken to the Shopify Order Confirmation page after the second offer has been presented.

*Assuming you have added all 3 post-purchase offers to your funnel (recommended).

Q: How many pre-purchase offers can I make to a customer per order?

A: You can present 1 pre-purchase upsell on the Cart Page.

Q: What is a Trigger Product?

A: A “Trigger Product” is a term we use to identify the store product(s) that cause a particular Upsell Funnel to be displayed. You get to select your Trigger Product(s) and which offers they display each time you create or edit a new Upsell Funnel.

Q: What is the difference between an upsell and a downsell?

A: In this context, an upsell is a complementary product you offer your customer after their initial purchase. A downsell is a lower-priced option shown after an upsell is declined.

Q: I'm a Shopify Plus merchant who has modified the checkout.liquid file to add checkout customization. Will post-purchase offers be supported for my checkout?

A: Not initially. You have to revert the Shopify checkout to the latest version (i.e. remove all checkout customization added). A Shopify Merchant Success Manager can do this for your store upon request. Shopify will work on adding support for customized checkouts in Q1 2021.

Note: If you do decide to remove all checkout customization, be careful. There's no guarantee that you'll be able to get everything back to the way it was if you decide to enable customizations again.

Q: Will I be able to track post-purchase offer revenue and conversions in Google Analytics, Facebook Pixel or other Third-party analytics?

A: No. Only the initial Shopify checkout order conversion and revenue can be tracked in 3rd party analytics. Shopify will work on adding support for post-purchase conversion tracking in Q1 2021.

General

Q: Is there a free trial available to test out OneClickUpsell?

A: Yes! OCU comes with a 30-day free trial through the Shopify app store. You can start your trial here.

Q: If I've added OCU Native and another/different post-purchase upsell app for testing and/or comparison on my store at the same time, will both apps work?

A: Only the first installed post-purchase app works on the store if two or more post-purchase apps are installed at the same time. Shopify hasn't resolved this conflict for now, but will in a future update.

If you've installed a different post-purchase app before OCU Native, the other app will work and not OCU Native. The other app will need to be deleted from the Apps section of Shopify admin before OCU Native can start working.

Q: Should I Purchase OneClickUpsell if I have a new website?

A: Absolutely! OCU can help you increase average order value immediately so you get the full value from every customer, right from the start.

Q: What will I need for the Bonus 12-email sequence?

A: Some sort of email service provider (ESP) or customer relationship management (CRM) software.

Q: Will I receive tech support?

A: Yes! You will receive full in-app and email tech support as long as you are a subscriber.

Q: Do I need a developer or designer?

A: No. You can easily customize your OCU offer page through the built-in Offer Page Editor.

Q: Is OneClickUpsell mobile responsive?

A: Yes. In addition to desktops and laptops, OCU works seamlessly on tablets and smartphones as well.

Q: Can I use OCU on multiple Shopify stores?

A: Your subscription to OneClickUpsell is good for use on only one Shopify store. If you want to use OCU on multiple Shopify stores you will need to purchase multiple subscriptions.

Q: What if I am unhappy with the application?

A: OneClickUpsell comes with a 30-day free trial. If you're not delighted with the app, simply delete it from your store before the trial ends and you won't be charged.

Q: Does OneClickUpsell work on eCommerce platforms other than Shopify?

A: No. OneClickUpsell is an application exclusively for the Shopify platform.

OCU-legacy Users

Q: Do I have to switch to OCU Native right now?

A: No, not immediately. However, new Shopify regulations will force all users to migrate eventually. We think that window will be 3–12 months from the launch of OCU Native which was on November 2nd 2020.

Q: Do I need to do anything to switch to OCU Native?

A: Yes, you need to install and set up the new Shopify application from the Shopify App Store. OCU Native is an entirely new application that works directly with the Shopify checkout, so it will have to be installed and reconfigured. The good news is that you won’t have to set up any payment gateways because it will work with the ones you already have on Shopify.

Note: For now, Shopify regulations exclude post-purchase offer support for wallets and multi-pay apps like Shop Pay, After Pay, Sezzle, etc. Shopify says these should be added in a few months.

Q: Will the post-purchase upsells be truly one-click?

A: Yes! OCU Native will have true one-click post-purchase upsells on the Shopify checkout.

Q: Will there be new limitations on upsell funnels?

A: Yes, Shopify regulations will allow for a maximum of two post-purchase offers to be displayed per order. Under these new rules, you can offer two upsells (or one upsell and one downsell) in each upsell funnel.

Q: What is the difference between OCU Legacy vs OCU Native?

A: The main difference is how your orders are processed. OCU Legacy replaced the Shopify checkout to process orders and display post-purchase upsells. OCU Native was developed with Shopify and uses their native checkout to process orders and display post-purchase upsells

Q: What is the difference in pricing between OCU Legacy and OCU Native?

A: OCU Legacy charges a flat fee plus a percentage of sales. OCU Native charges a flat fee based on the total number of orders your store processes per month.

Q: How do I migrate my existing account and funnels over to OCU Native?

A: You will need to install and set up the new Shopify application from the Shopify App Store. OCU Native is an entirely new application that works directly with Shopify checkout, so it will have to be installed and any settings/funnels you’d like to use with your new application will need to be rebuilt.

Important: To minimize your downtime, we recommend that you leave OCU Legacy enabled until you get OCU Native set up and ready to turn on. Use the 30-day free trial during this time to get your funnel(s) and setting(s) switched over. Once you have your offers and funnels configured in the new app, turn off OCU Legacy and enable OCU Native.

Once you're 100% sure that you no longer want to use OCU Legacy on your store, disable and delete the app to cancel your subscription for OCU Legacy. If you delete OCU Legacy, you will not be able to re-install it again after November 2nd 2020. Do not DELETE the app until you're 100% sure you no longer want to use it whatsoever.

Q: How does the OCU Legacy app interacts with the OCU Native app?
A: If you have OCU Legacy installed and enabled on your store, then install and enable OCU Native (without disabling OCU Legacy first), then OCU Native will remove the OCU Legacy app's Snippet file and code from your Theme automatically.
This means that the OCU Legacy app will stop working when you enable OCU Native.

If you decide to switch back to using OCU Legacy instead:

  • Disable the OCU Native app.
  • Then enable the OCU Legacy app again.

Q: Will I be able to continue using a custom checkout?

A: That depends. OCU Native uses the Shopify checkout, so you will only be able to use the customizations that Shopify allows to their native checkout.

Q: Will I still be able to modify the Thank You Page?

A: Yes. Since OCU Native uses Shopify’s checkout, you will be able to make the customizations that Shopify allows on their native Thank You Page.

Q: I'm on Shopify Plus and I’ve customized my checkout.liquid file. Will OCU Native still work?

A: Not yet, but that functionality will be added in the future. You will need to request that your Shopify Merchant Success Manager revert your checkout to default settings (remove customizations) or revert it back to the standard checkout.liquid file yourself before you can start using OCU Native.

Q: Will my CRM work with OCU Native?

A: Yes, most likely. If your CRM has an integration with Shopify checkout and is able to track abandoned carts and completed checkouts, then your CRM should work with OCU Native. If you set up abandoned cart campaigns for your OCU Legacy checkout, make sure you set up for native Shopify checkout as well.

Q: Will 3rd Party App integrations that work for OCU Legacy work on OCU Native?

A: For the most part, no. Those integrations were developed specifically for the OCU Legacy app version. New integrations will need to be developed for OCU Native, mostly by the Shopify development team.

The good news it that for most of them, an integration will no longer be required as Shopify Checkout will be used instead of our own 3rd party checkout. So if the app you're using works with Shopify Checkout, it will continue to do so correctly for OCU Native.

Q: How does Refunding of Orders work for OCU Native?
A: Since Shopify Checkout is processing the orders now, it's refunds as usual 😃

You're no longer required to use the 1-step or 2-step refund process required for OCU Legacy app orders.

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