What to do when your checkout offer isn’t showing

Here are 6 ways you can use to troubleshoot your checkout upsells. We can also do this for you. Once you give jaap@upsellplus.com collaborator access to your themes and apps we’ll get to work.

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The methods:

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1/ Check if you’re on Shopify Plus

2/ Check if the upsellplus scripts are in your checkout.liquid file

3/ Visit your checkout in incognito mode

4/ Check if the item has inventory

5/ Check if you have a checkout offer enabled

6/ Check if there are smart rules preventing the offer from showing

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A walkthrough for each method:

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1) Check if you’re on Shopify Plus

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Go to https://{{YOUR STORE NAME}}.myshopify.com/admin/settings/plan

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You can also navigate to this by going to Store Admin > Settings > Plan

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1. Go to your Shopify Store Admin

2. Click on Settings

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3. Click on Plan

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2) Check if the UpsellPlus scripts are in your checkout file

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Go to the UpsellPlus app > Settings tab > Checkout.liquid offer position > Select a position > Click 'Save'. Do you get an error or does the app tell you 'Position saved'?

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If you get an error, this means your checkout file isn't accessible yet. You can chat with us or check the following yourself:

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Go to your checkout. If you’re using Chrome, right click anywhere on the page > Inspect.

Now you’re in developer tools in Chrome. On this page go ahead and press Command + F (CTRL + F). This will let you search in the checkout code. Type ‘upsellplus’, hit enter to find the next instance of the search term.

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If you find any of the following two widgets, the code is there!

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3) Visit your checkout in incognito mode

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Your browser might have cached the old version of the checkout, without the upsell widget.

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Go to your browser and open an incognito window. Navigate to your store and go to the checkout. Can you see the upsell widget now?

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4) Check if the item has inventory

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Go to your upsell and check which product you chose. Check what the inventory is for this specific product. 0? Top it up or choose another product.

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We don't show products without inventory as it wouldn't be able to get added to cart, which is not the best shopper experience.

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5) Check if you have a checkout offer enabled

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1. Go to your Shopify Apps

2. Click on UpsellPlus Checkout Offers

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3. Click on the Offers tab

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4. Go to the first offer. Click on Activate

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6) Check if there are smart rules preventing the offer from showing

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1. Go to the UpsellPlus app

2. Click on Offers

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3. Select the first offer. Scroll down to 'Cart upsell settings'

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4. Remove the rules temporarily

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5. Save your changes

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Now go to your checkout and check if the widget appears.

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If none of these five methods worked for you, it is highly likely you don’t have access to checkout customization yet. Reach out to your Shopify account manager to request this.

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You can always reach out to us in the chat in the app or to support@upsellplus.com.

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