Overview
Nosto’s Post-Purchase Upsell is a Shopify "Post-Purchase Product Offer Checkout Extension". That means certain conditions must be met for the feature to show, and some behaviors are directly defined by Shopify.
This article outlines the key requirements and limitations so you can confidently go live.
What’s Required
For your offer to show successfully:
Your store uses Shopify’s standard Checkout (not a third-party or custom checkout)
Nosto is installed, tracking is verified and your products are synced
A Post-Purchase Upsell campaign is enabled in your Nosto admin
Nosto is selected in Shopify Admin → Settings → Checkout → Post-purchase page
If any of the above is missing, the upsell step will be skipped. The customer is simply sent to the Thank You page, with no interruption to the flow.
Shopify Limitations
These are restrictions that apply to all apps using Shopify’s post-purchase extension framework.
Supported Payment Methods
Shopify only allows the post-purchase page to appear under specific payment conditions. These are defined by Shopify and apply to all apps using the extension.
Post-Purchase Upsell will NOT appear if:
The customer checks out with an installment provider (e.g. Klarna, Affirm, AfterPay)
The customer uses a wallet-based checkout (e.g. Apple Pay, Google Pay, Amazon Pay)
The customer pays entirely using a gift card
The customer selects a payment method other than a credit card
Additionally, certain third-party payment gateways are not supported, especially those that don’t allow Shopify to securely reuse card details post-checkout. This may include:
Braintree
Payflow Pro
PayPal Payments Pro
Eway
📚 See Shopify’s official limitations and considerations (Payment Provider & additional Payment methods)
💡 We’ve seen Post-Purchase Upsell work with other gateways too — not just Shopify Payments and PayPal — but compatibility varies depending on the provider’s setup.
Currency Limitations
Post-Purchase Upsell is only shown for orders in your store’s main currency. If the customer checks out in any other currency the upsell is skipped.
If you use multiple Nosto Accounts for different Shopify Markets, the Post-Purchase Upsell feature will only be activated for accounts where the store’s currency matches the main currency defined in Shopify.
Order Hold and Fulfillment Behavior
When a Post-Purchase Upsell offer is shown, Shopify temporarily marks the order as “On hold”. This prevents fulfillment from starting too early.
The order is released when:
The customer accepts or declines the offer
Or, the customer closes the tab - in which case Shopify lifts the hold after 1 hour automatically
📚 See Shopify’s documentation (Fulfillment holds)
💡 In rare cases, upsell payments may fail and the order is marked as Partially paid.
Learn how to spot and handle this here
Handling Partially Paid Post-Purchase Orders
Summary
These rules ensure your customer experience is smooth and consistent, but they also define where Post-Purchase Upsell is technically possible. Most of the time, it just works. For special setups, check carefully before relying on it.