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The OCU Native app uses Shopify's Checkout to process orders and then show one click post-purchase offers on the page(s) preceding the Shopify Order Confirmation page. There is a 10-minute countdown timer available for post-purchase offer pages, although the customer has up to 60 minutes to complete the post-purchase offer funnel before the offer(s) expire.
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).
Each post-purchase offer that is added to the original order is a separate transaction and is viewable in the Timeline section of the Order. In the screenshot below, $81.38 was what was paid at Checkout. The customer added post-purchase offer 1 to their order. The order was edited and the additional item and revenue ($66.77) were added:
3rd Party Fulfillment
Due to the "Fulfillment Holds" update applied by Shopify on May 3rd, 2021 OCU should now work smoothly with those 3rd party fulfillment apps and services. More details
The fulfillment status for orders that show post-purchase offers on Shopify Checkout will be set to "On hold”, to prevent these orders from being fulfilled while buyers are still interacting with the post-purchase offer(s) for their order. The hold will be lifted when the buyer reaches the Shopify Thank You Page, or after one hour if they don't reach the TY page.
After that, the
fulfillable_quantity will be updated to the correct quantity of items ordered,
fulfillment_status will be set to open, and the order can be successfully fulfilled. Please note that orders with "On hold" status can't be fulfilled as the
fulfillable_quantity = 0 at that time:
All 3rd Party Logistics (3PL) apps and services must use the
fulfillable_quantity field as noted here by Shopify in their API documentation, to be compatible with any post-purchase app that works on Shopify Checkout.
This change should have essentially no impact on any 3rd party fulfillment apps using the Shopify Order Fulfillment API. However, fulfillment apps that consume some other API (Order API, etc.) to work will not be able to fulfill orders while they have "On hold" status. Using the Order Fulfillment API is strongly recommended, but if that’s not possible for your 3rd party fulfillment provider to do, then retrying the fulfillment after one hour has passed is the recommended workaround.
📝Shopify's "On hold" fulfillment status is not currently compatible with their direct Amazon FBA integration and automatic fulfillment. You'd either need to manually fulfill FBA Orders (change your setting at Settings > Checkout > Order processing in Shopify admin to "Do not automatically fulfill any of the order's line items"), or use a fulfillment app that works with Amazon FBA.
Paid / Partially Paid Orders
Sometimes your customers will receive a payment declined message when attempting to buy a one click post-purchase offer. There are several reasons why a customer can get a "transaction declined" or another error message when attempting to buy a post-purchase offer.
The two main reasons are:
Decline from the bank (customer side)
Decline from the payment processor (payment processor side)
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. We show these offers as accepted in analytics.
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.
📝A TY Page Upsell which has been added, but not paid for by the customer is another reason the Order can have "Partially paid" status. More details here
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 yet. The email will include a link they can click to pay for it. This email will be sent by Shopify automatically for these cases.
On the merchant side, it will show as a partially paid order because the offer was accepted (without successful payment) and the Order was updated. Merchants can then handle the order any way they want such as:
Edit the order to remove the unpaid item
📝The "Remove Unpaid Item From Orders" setting in the Settings > Post-Purchase section of the app automatically removes the unpaid item in 65 min if payment isn't received for it before then, if enabled.
If the unpaid Post-purchase offer had Paid Shipping, then even after the unpaid item is removed, the order will remain in "Partially paid" status because we do not remove the unpaid shipping amount from the order.
When an unpaid item is removed from an order via Order Editing, it is tracked in the "Returns" column in your Shopify analytics.
Refund the order
Since Shopify hasn't added the payment failure information on Orders yet, it's recommended to contact Shopify Support with affected order numbers for more details about that if needed.
In the example below, the customer received an error message when trying to add the post-purchase offer. The order is still Edited to include the item, but a "Checkout link for payment collection" is generated and the "Order edit invoice" is emailed to the customer with the link and message included in it:
⚠️ If the customer checks out using only a Phone Number (no Email address entered) then the "Order edit invoice" email which includes the payment link will not be sent by Shopify. The current recommendation is to copy the "Checkout link for payment collection" and Text it to the customer instead.
⚠️ Make sure that the customer has actually paid for the un-paid upsell offer before fulfilling the order.
Another reason "Partially paid" can show for an order that includes post-purchase upsell(s) is if your store uses the "Manual" Payment capture method:
In this case, payment must be manually captured for the original order + any post-purchase upsell(s) added before the order status will update to "Paid".
From One Click Upsell - Zipify OCU (via import)
If either a "fixed amount" or "percentage" discount is applied to your OCU pre-purchase offer(s) and the customer adds it, OCU generates a "Draft Order".
In your Shopify admin, all completed orders that contain a pre-purchase offer with “percentage” or “fixed amount” discounts are marked as "from One Click Upsell - Zipify OCU (via import)"
Such orders will also be listed in the "Zipify OneClickUpsell" sales channel in your Shopify admin. In this case, the "Session details" will be lost and are not able to be shown in the Conversion summary of the order.
Orders that contain a pre-purchase offer, but without either of those discount types, or those that contain post-purchase offers only are marked as "Online Store" and are included in that sales channel. Please refer to OCU in-app Statistics for upselling stats because it is incomplete for the Zipify OneClickUpsell channel in your Shopify admin.
Your Orders which contain a pre-purchase offer, post-purchase offer(s), and/or thank you page offers can easily be found in your Shopify admin Orders area by searching for the following tags there:
OCU Zipify Post-Purchase Upsell Bought
OCU Zipify Pre-Purchase Upsell Bought
OCU Zipify TY Upsell Bought
Once you define the search and/or filtering options in the Orders section, you are then able to (optionally) export that data for your specific search criteria to a CSV/Excel file using the "Export" option available for Shopify Orders.
Post-purchase Upsell Shipping Cost
When adding a one click post-purchase upsell offer to an Upsell Funnel, you are also able to set how much extra shipping you want to be charged for the offer.
The "Shipping Rate Title" and Cost you set there is what will determine the Rate Name for the post-purchase offer on the Order Confirmation page, the Order Confirmation email the customer receives, and on the Order invoice in your Shopify admin.
The "Charge per unit" setting can be enabled if you want the shipping cost you specify to charge per unit that the customer buys. I.e. if enabled and the shipping cost is set to $2.50 and the customer buys 2 units (quantity) then they would be charged $5.00 in upsell shipping.
In the example below, the "Shipping Rate Title" for the post-purchase offer was set as Upsell Shipping and the cost was $1.99
📝The post-purchase upsell shipping cost is listed as a separate line item for Shipping in the Order details.
Free Shipping Threshold
Adding one click post-purchase upsell/downsell offers has no effect on the Shipping cost for the initial checkout order.
For example: If a customer enters Checkout with a Total below the Free Shipping threshold you've set for your store, but then adds a post-purchase offer that takes the "Total" for the order above the Free Shipping threshold, it will not update the initial checkout order's shipping price to be Free.
The initial checkout order is considered "completed" before the one click post-purchase offers are presented, so there isn't a way to remove what's already been charged at Checkout. There is only a way to add extra shipping if your post-purchase offer page(s) charge additional shipping (see above).
For the one click post-purchase upsell/downsell offers, you can either choose "Free Shipping" or "Charge for Shipping" when setting up the offer pages.
Please reach out to us in support if you have any questions we can help answer!