What the Timer Is and How It Works
As soon as the customer completes checkout and sees your Post-Purchase Upsell offer, a countdown timer begins. This timer controls how long the offer remains available.
If the customer accepts the offer within the time limit, the product is added to the original order
If they decline or the timer runs out, they’re sent to the Thank You page
Once the timer expires, there’s no way for the customer to come back to the offer
→ It’s a one-time moment! Customers can interact freely while it runs — but once it’s over, the offer is gone
Where to Configure the Timer
The timer is a global setting, not configured inside individual campaigns.
You can find it under:
Nosto Admin → Post-Purchase Upsell → Settings
Here you can:
Set the duration of the timer (in seconds)
Change the text that’s shown with the countdown
This setting applies to all your Post-Purchase Upsell campaigns.
The Default Setup
By default:
The timer is set to 60 seconds
It starts the moment the upsell offer loads
Once the time is up, the flow continues – whether they accepted the offer or not.
What to Consider Before Changing the Timer
The timer doesn’t just control urgency – it also impacts how quickly Shopify can process the order.
When the offer is active, Shopify marks the order as On hold. That’s expected behavior. But depending on how your store is set up, it may impact your fulfillment flow.
Before adjusting the timer:
Make sure your fulfillment system respects Shopify’s “On hold” status
→ If that's not the case, it may be needed to add a matching delay in starting following workflows.Choose a timer length that aligns with your internal routines
A shorter timer (like 30–60 seconds) works well for most stores. It keeps the experience smooth while still creating a sense of urgency. For higher price items, you may want to consider a longer timer, that allows customers to read all information, think for a moment and to pick their desired variant.
💡There’s no one-size-fits-all, so you should go with what fits your product, price point, business logic and ops setup best.