Upsell Builder FAQs

General Upsell FAQs

I enabled an upsell offer inside the Upsell Builder app but it is not applying a discount. What is going on?

There are several factors that affect how our upsell offers apply the discounts in an order. For a list of these conditions and how to resolve them, check out our Known Discount Conflicts support page.

If multiple discounts are applicable, which discount will be applied?

Our Upsell Builder app is customer-centric. If multiple upsell offers are active for the same products, our algorithm would always provide the upsell offer that gives the higher value to your customers. For more information about this feature (with examples), check out this page.

Can I translate specific texts inside the Upsell Builder app?

Most of the text elements inside the Upsell Builder apps can be translated. For more information you may refer here: Vitals app translations on the storefront

Why do I see random discount codes in my Shopify menu?

The discount codes are automatically generated by our Upsell Builder app. When you enable upsell offers, the app creates discount codes that are automatically applied at checkout.

These codes are generated if a customer adds some items to the cart and goes to checkout but abandons checkout. So even if the discount code is not used, you will still be able to see it on your Shopify Discounts page, in the format VT_#########.

There is nothing to worry about, as these codes are only used within our apps. And they are deleted automatically after they expire, 48 hours after being generated.

Are the upsell offers compatible with cart drawers?

Our upsell offers created in our Upsell Builder app are compatible with cart drawers* of selected Shopify themes. The following Shopify themes are compatible with our upsell offers:

• Dawn
• Refresh
• Craft
• Sense
• Ride
• Spotlight
• Origin
• Taste
• Publisher
• Colorblock
• Crave
• Studio

We are continuously working to make our upsell offers work with other themes' native cart drawers, so stay tuned!

Note: Our upsell offers can work with themes' built-in cart drawers, but not with third-party cart drawers from other apps.

*Our upsell offers work with these cart drawers through the following situations:

• automatically go to the cart drawer when an upsell offer's Add-to-Cart button is clicked
• Displaying the discount breakdown if the products in the cart are eligible,
• Showing of upsell suggestions,
• and applying the discount after clicking the cart drawer's Checkout button.

Why does clicking the Add-to-Cart button on Vitals upsell offers take me to the cart page instead of my sliding cart drawer?

If your store’s theme isn’t listed among our supported themes, the Add-to-Cart buttons for Vitals upsell offers will direct customers to the cart page instead of the cart drawer. This approach helps prevent potential conflicts, as each theme’s cart drawer is uniquely designed with its own dynamic behavior.

I have a discount code created on Shopify that I would also like to combine with your app's discount codes. Is that possible?

Combining manually created discount codes from Shopify with our Vitals automated discount are now possible according to specific requirements. For more information, you can refer here: Combine Shopify Discounts with Vitals Discounts in an Order

What happens to an order with a Vitals discount if I enter a manual discount code?

If this happens, normally the discount that provides the greater discount to the customer will become active. For more information about this case, you may refer here: What happens to an order with a Vitals discount if I enter a manual discount code?

Can I customize the discount codes generated by your app?

Customizing the discount codes from our Upsell Builder app is not possible, as each discount code is generated uniquely to ensure security, correct calculation, and product eligibility, among others.

Can I display all the upsell offers on a single page?

The upsell offers in our Upsell Builder app are currently only displayed on the product pages and the cart page as an upsell suggestion. We don't currently provide an option to display all bundles on a single page, but it's on our roadmap.

Can I display multiple upsell offers with the same type on one product page? (Ex. two product bundles in one product page, two buy x get y upsell offers in one product page)

While displaying multiple upsell offer types is not possible to be displayed in one product page, our selected upsell offers has a "Swap Item" feature that allows you to switch the products of the bundle according to your defined eligible products like below:

Is there a limit for adding products to the Excluded Products list?

There is a technical limitation indeed. You can add about 400 products. It should be more than enough for most stores, especially that it may be better to create bundles based on specific products rather than set the product selection method to all products and clutter your exclusion list.

I enabled the Upsell Builder app, and now my "Buy Now" buttons don't show up. What's going on?

It is highly likely that you may have enabled our Hide Dynamic Checkout Buttons app as well, which hides these types of buttons. This app is highly recommended to ensure that customers will only go through your standard Shopify checkout process where our discounts are going to be properly applied.

I would like to customize the appearance of a specific element in my upsell offers to fit my theme, but I cannot find the desired customization in the app settings.

If you can't find the design options you want in the app, please reach out to our support team. Our specialists can assist you in identifying and exploring the feasibility of your requested design changes.

Volume Discount FAQs

Why can I not see all the Volume Discount tiers or badges?

This can happen when there is not enough inventory for the product. For instance, if you created discount tiers for 5 pieces and 7 pieces respectively, but the stock of the product only has 5 pieces, only the discount tier for 5 pieces will appear, as the product has insufficient stock to display the discount tier for 7 pieces.

When I click the Add-to-Cart button, it adds multiple products instead of only adding 1 product.

If you have the Volume Discount upsell offer enabled, this may happen if you define a highlighted tier with multiple quantities, but you also have the option "Pre-select the Highlighted tier on the online store" option enabled:

Simply disable this option to ensure that always the first tier (Quantity 1) is selected, and therefore only one product is added to the cart when the theme Add-to-Cart is clicked right after page load.

Can I apply volume discounts to all products in a collection?

Yes, you can. There is a setting for this in every Volume Discount you create.

All you need to do is enable Offer the discount for any eligible product bought. Enabling this option will let the app consider any eligible product defined at the top that is added into the cart towards the volume count.

I cannot edit a discount amount in a Volume Discount tier.

This usually happens when the next discount tier is detected to have a value that is lower than the value being entered in the current tier. Below is an example:

To successfully change discount tiers this way, ensure that the higher discount tiers provide a higher discount value compared to the tier you're currently editing.

Can I place my Volume Discounts on the Home Page?

No, it is not possible to place the Volume Discount on the Home Page. The Volume Discount can only appear on the product page to ensure that all relevant product properties are properly fetched and utilized.

For more information on the different Vitals apps and where each app is designed to operate, you may refer here: Want to know if a Vitals app works on a specific page?

Product Bundles FAQs

I defined my Product bundles to provide discounts according to specific collections that I set but the discounts are not working. I'm using Product Category from Shopify to create Automatic Collections.

Unfortunately, automatic collections that were created using Product category or Product Taxonomy is not yet properly supported by Vitals. Shopify doesn't provide the necessary information to our app so that we know which products are found in this category.

There are a couple of alternatives that you can do to still make these automated collections work:

1. If the created collections only have a few products, you can define the specific products in the Product Bundle offer's product eligibility instead of using the specific collection.
2. If the products in that automatic collection share the same type, tag, vendor, price, weight, or stock, you can use any one of those types instead of using Product Category/Product Taxonomy.

Can I place my Product Bundle on the Home Page?

Like the Volume Discount, it is currently not possible to place the Product Bundle on the Home Page. The Product Bundle can only appear on the product page to ensure that all relevant product properties are properly fetched and utilized.

For more information on the different Vitals apps and where each app is designed to operate, you may refer here: Want to know if a Vitals app works on a specific page?

Can I place my Buy X Get Y on the Home Page?

Like the Volume Discount, it is currently not possible to place the Buy X Get Y on the Home Page. The Buy X Get Y can only appear on the product page to ensure that all relevant product properties are properly fetched and utilized.

For more information on the different Vitals apps and where each app is designed to operate, you may refer here: Want to know if a Vitals app works on a specific page?

Gift FAQs

I enabled a Free Gift from the Upsell Builder app. However, on Checkout it did not make the product have a $0 price. Is that normal?

That behavior is standard. Shopify fully controls how the discount is calculated and distributed on Checkout, as third-party apps are not allowed to run there. For more information about this behavior, you may refer here: Why are discounts not similar in Cart and Checkout when multiple discounts are applied?

Why wasn’t the free gift automatically added to the cart when the required order amount was reached?

The free gift is not automatically added to the cart once the target amount is reached. Instead, we require the customer to manually add the gift, ensuring they actively choose to receive it and confirm the promotion’s details.

One-Click Post Purchase FAQs

If a discount code has already been used in the order qualified for a One Click Post-Purchase upsell, will it still show and get applied?

It will still work as expected. When the One-Click Post Purchase upsell gets activated and shows up after a customer completes the order, the discount that was already in the order prior to its appearance will still be intact.

When the customer accepts the offer of the One-Click Post Purchase upsell, the completed order will be updated, but only the accepted product will have the discount of the One-Click Post Purchase upsell.

For example, if the order was completed with a Volume Discount code already added, and the One-Click Post Purchase upsell shows up and gets accepted by the customer, the order will have the Volume Discount code with its equivalent amount attached to the original order, while the automatic discount of the product accepted in the One-Click Post Purchase will only be added to that product.

Can I customize further the appearance of the One Click Post-Purchase upsell besides the options in its settings?

Our One-Click Post-Purchase upsell offer utilizes Shopify's official Post-Purchase Extension. With this utilization, Shopify renders the whole post-purchase page itself using their own official template, and our app only sends the order data and the required logic if it is going to be displayed. Because of this limited access, certain appearance customizations, such as the button color or text sizes in the One Click Post-Purchase, cannot be customized at the moment.

After placing an order, the customer received an order confirmation email but only with the initial products ordered. It doesn't have the product that was accepted in the One Click Post-Purchase. Is this normal?

This is expected to be a normal occurrence. Since our One Click Post-Purchase upsell offer utilizes Shopify's official Post-Purchase extension, this Shopify extension is not just limited to upselling products to customers, as some other apps utilize this feature as a survey/feedback request, loyalty sign-ups, or other important notifications.

Since this feature can take a lot of forms that do not involve editing the initially created order, Shopify sends the order confirmation email immediately after the order completes but before the activation of the Post Purchase feature. Be that as it may, the order confirmation email will contain a button on the customer's order status page that, when clicked, will show the accurate and complete product list of his order, including the product he possibly added via the post-purchase feature.

FAQs about selling internationally

Why are the Upsell Offers showing a different product price compared to the actual product price on the page?

If your store has Shopify Markets set up, our Upsell Builder app does not fully work on that specific feature yet.

Our Vitals app gets the prices directly from your Shopify admin > Products - and therefore any changes to this price made via Shopify Markets like having custom prices and additional tax rates per region are not captured.

I have my custom pricing set up on my store according to market. Are the discounts going to work?

If your store has Shopify Markets set up where you have custom prices set per market/region, our Upsell Builder app does not fully work on that specific feature yet.

Our Vitals app gets the prices directly from your Shopify admin > Products - and therefore any changes to this price made via Shopify Markets like having custom prices and additional tax rates per region are not captured.