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Troubleshooting: Why Isn’t My Upsell Showing?

Use this guide to understand common reasons why your Post-Purchase Upsell offer might not appear.

Katharina Andres avatar
Written by Katharina Andres
Updated yesterday

Overview

If your upsell offer doesn’t appear after checkout, don’t panic. It usually means something in the setup or logic prevented it from being shown. Here’s how to check the most common causes and make sure everything runs as expected.

1. Your Campaign Isn’t Active or Conditions Don’t Match

Start with the basics:

  • Is our campaign active in Nosto?

  • Is Nosto set as your Post-Purchase Extension in Shopify?

  • Are you testing with the right audience or visitor behavior?

  • Are you using a Shopify store connected to the correct store URL in Nosto?

💡 Need to test in a development or staging store? Follow this article instead:

Testing Post-Purchase Upsell: Pre-Conditions and Setup Options

2. Your Campaign Didn’t Return a Product

Nosto only shows the offer if at least one matching product is found (or depending on your settings). Common reasons this fails:

  • Not enough browsing context
    If you’re using a personalized algorithm, Nosto needs at least one product view to make a recommendation.

    → Tip: Ensure you're not running any automations to clear cache during Checkout.
    ​

  • Overly strict filters
    Your defined Campaign-Filter settings or Merchandising rules applied might be too tight.

    → Tip: Loosen the filters temporarily and re-test.
    ​

  • Scoring mode limitation
    “Bought Together”, "Best Sellers" etc. rely on historical order data. If your store is new, new to Nosto or low-volume, try switching to a view-based scoring mode.
    ​

  • "Minimum number of products" too high
    If your campaign requires e.g. 4 products, and Nosto finds only 2 matching your rules applied, nothing is shown.

    → Tip: Consider to set the minimum to 1.
    ​

  • Empty product catalog
    Especially on new or test installs, make sure products are synced and catalog status in Experience.AI → Product Intelligence looks healthy in Nosto.

3. Shopify Skipped the Post-Purchase Step

Certain checkout setups cause Shopify to bypass the upsell step entirely. Known causes:

  • Unsupported Payment Providers
    Some gateways (like Braintree or PayPal Pro) require CVV re-entry and don’t support the post-purchase flow.

    → Tip: Use Shopify Payments or a fully supported third-party gateway where possible.
    ​

  • Fully paid by gift card
    If the full order amount is paid using a gift card, Shopify skips the upsell. The same is true if the customer e.g. choose delivery menthods like "Pick Up in Store" or other methods that don't require immidiate payment.
    ​

  • Unsupported Payment Method
    Apple Pay, Google Pay, Klarna, Shop Pay, and similar can skip the post-purchase step.
    → Tip: Use a standard credit card for testing.

📘 More details:

Requirements and Shopify Limitations

Still Not Showing?

If you're still stuck, you can try:

  • Rechecking your campaign’s filters, audience/Segment, and scoring logic

  • Running a test on a clean browser session

  • Reviewing payment method and order details

If nothing seems to help, reach out to Nosto Support - we're happy to help!

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