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.

How many upsell offers can I create inside the Upsell Builder app?

To ensure continued compatibility with Shopify’s latest guidelines, the Upsell Builder app now supports a maximum of 100 active upsell offers. This update aligns with Shopify’s requirement to support the consistent and reliable application of automatic discounts across multiple offers.

Can I translate specific texts inside the Upsell Builder app?

Yes. Every offer has its own text — headlines, badges, button labels, tier names — and its own translations page. Open the offer and click Translations in the header of the Preview panel, or open the menu on the offer's row in the offers list and choose Translate. These options appear once your store has more than one language.

The Preview panel also has a Preview language picker, so you can see the offer the way a shopper browsing in that language sees it. Anything you haven't translated falls back to your primary language.

Vitals can fill in the gaps for you: when the language you're previewing has untranslated text, click Auto-translate to French (the button names whichever language you're previewing) to fill only the empty fields, so wording you wrote yourself is never overwritten. If you later edit primary-language text you'd already translated, Update all languages re-translates just those fields into every published language at once.

Auto-translate never saves on its own — the results land as unsaved changes for you to review, then Save or Discard. For the full walkthrough, see Multilingual Capabilities of the Vitals App.

Can Vitals translate my offers for me?

Yes, for Upsell Builder offers. On the offer's translations page, choose the language, then click Auto-translate to German (named after the language you've selected) to fill in that language's missing translations. To redo a language from scratch, open the menu beside the button and choose Replace all German translations. Vitals asks you to confirm first, because this replaces wording you may have written yourself.

A few things worth knowing:

• The language has to be published in Vitals first. If the button is greyed out, hover over it: "Auto-translate only works on published languages. Publish this language to use it." This is Vitals' own publish setting, not Shopify's, so a language that's already live on your storefront still needs publishing in Vitals.
• Nothing saves on its own. Results land as unsaved changes for you to review, then Save or Discard.
• Placeholders (the words in double curly brackets, such as the product name) are carried through unchanged, and if a translation is missing a placeholder that the original text has, Vitals flags it on the field so you can fix it before it reaches your store.
• Auto-translate is an Upsell Builder feature. Other Vitals apps use the same translations page for manual edits, without the auto-translate buttons.

Can I limit how many times an active upsell offer can be used on my store?

Not at the moment. Once an upsell offer is activated, it keeps applying until you deactivate it or its end date passes. You can, however, choose who sees it: Volume Discount, Product Bundle, Buy X Get Y, Gift and Spending Goal offers can be hidden from Shopify B2B customers and from customers with specific tags.

Can I hide an upsell offer from B2B, wholesale or other specific customers?

Yes, on Volume Discount, Product Bundle, Buy X Get Y, Gift and Spending Goal offers. Open the offer and scroll to Exclude from this offer at the bottom of the Schedule card:

• Tick Shopify B2B customers to hide the offer from customers who are logged in and buying for a company through Shopify B2B. This is useful when a promotion is meant for direct-to-consumer shoppers only.
• Under Customers with specific tags, click Add tags and choose the customer tags to exclude. Anyone with one of those tags won't see the offer. If your wholesale customers come from another wholesale app, add the tag that app gives them.

Excluded customers don't receive the offer's discount at checkout either. Both settings are off by default, so your existing offers are unchanged until you turn them on. Keep in mind that customers are only recognized once they're logged in: a B2B or tagged customer who browses without logging in will still see the offer.

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.

Can I duplicate upsell offers?

Yes. Open the offer, click More actions at the top of the page and choose Duplicate (if the offer has unsaved changes, save them first). You can also duplicate an offer straight from the offers list, from the menu on its row. Either way you get a copy of the offer that you can edit as needed.

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
• 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.

However, you can use our Cart Drawer app as a replacement to your own cart drawer, as our Cart Drawer app is fully integrated with our Vitals upsell offers.

Why do add-ons and bonus items show grouped under a product in my cart?

Items that come from an upsell offer are added to the cart grouped under the product they belong to, instead of as separate lines. This covers Product Add-Ons, Buy X Get Y bonus items, Product Bundle items and Volume Discount gifts. Items added from the Add-to-Cart Pop-up, the Checkout Pop-up and cart upsell suggestions are attached to the matching product already in the cart in the same way.

In our Cart Drawer, the main product shows on top with its extras indented underneath, and each extra keeps its own price and quantity controls. This matches the grouping your shoppers see at Shopify checkout.

A few things worth knowing:

• If a shopper removes the main product, the items grouped under it are removed too.
• If an extra is the exact same product variant as the main product, it can't be grouped under itself, so it stays on its own line.
• There's nothing to set up, and none of your offer settings change.

Can I customize my upsell offers to go directly to Checkout when its Add to Cart button is clicked?

Yes. You can change the behavior on where the Add to Cart button will go by going to Vitals Preferences, in the Add to Cart Redirect section:

You can choose from either one of the following:

1. Auto-detect - Our app will detect your theme's settings and follow its behavior
2. Cart Page - When the Add to Cart of our upsell offers is clicked, it will go directly to the cart page
3. Checkout page - When the Add to Cart of our upsell offers is clicked, it will go directly to the Checkout page
4. Stay on the same page – Enable this advanced setting if you have custom event listeners that should run when the Upsell offer’s Add to Cart button is clicked. With this option on, the page will not redirect, allowing your custom code to execute properly.

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 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?

Yes. Each exclusion list on an offer can hold up to 90 items, so you can exclude up to 90 products and, separately, up to 90 collections. The limit keeps the offer within Shopify's limits for automatic discounts. If you need to exclude more products, group them into a Shopify collection, publish it to the Online Store, and exclude that collection instead.

It's usually better to build bundles from specific products than to select all products and fill up a long 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.

My store offers subscriptions together with our products. Do your upsell offers work perfectly with this?

Our upsell offers currently would not work effectively with products that have subscriptions due to how subscriptions modify the product details, including the prices and URL parameters.

When an order have discounts from your app, the discount is not showing as part of the order total in the cart page. Is this an issue?

As we transitioned to Shopify Functions, most of our upsell offers simply provide the discounts on a product level, and therefore the cart total would immediately show the updated total after the discounts.

The only exception here is our Goal upsell offer, as this is an order-based discount. This means that if the required order amount is reached, it will appear as a discount line similar to below (depends on theme):

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.

My product is out of stock. Will my bundle still show on its page?

Yes. Your Product Bundle stays on the page of a product that has sold out, and so does a Buy X Get Y offer. The bundle's Add to cart button shows your "Out of stock" text and can't be used while a sold-out item is part of the bundle. If the product has other variants in stock, choosing one makes the button work again.

Products you picked by hand for the bundle's other groups are shown even when they're sold out, with the same disabled button. Products Vitals picks for the shopper from a wider selection, such as a collection or Smart match, are only suggested while they're in stock, so the bundle never proposes a partner product that can't be bought.

My offer isn't showing on the product page. What should I check?

Work through these in order:

1. Is the offer published? Draft offers don't display, and scheduled offers only display once their start date arrives.
2. Is the product still published to your Online Store sales channel? An unpublished or deleted product hides the offer completely.
3. Have you excluded the product? Check the excluded products and collections on the offer.
4. For a Product Bundle, is the product's group set to show the bundle? Each group under Bundled products has a Show this bundle on these products' own product pages checkbox. When it's off, that group's products don't show the bundle on their own pages.
5. Is the customer excluded? If the offer is hidden from Shopify B2B customers or from Customers with specific tags, a logged-in customer who matches won't see it. Test in a private window without logging in, or with a customer account that isn't excluded.
6. Is the Vitals app enabled on your theme? See Enabling the Vitals app via App Embed.

Stock isn't on this list: a sold-out product no longer hides a Product Bundle or Buy X Get Y offer from its own page.

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.

Goal FAQs

I was able to select products eligible for the Goal upsell offer before. But when I create new Goal upsell offers now, it is not allowing me. Is this an error?

Due to evolving Shopify guidelines, our Goal upsell offer has recently been adjusted to align more closely with how Shopify’s Order-type discounts work. Now, the discount is triggered once the order total meets the set amount, regardless of which products are added to the cart.

This change was made to stay fully compliant with Shopify’s requirements and to ensure a more consistent experience across all upsell offer types in our app.

Can I run more than one Spending Goal, and choose which pages each one shows on?

Yes. You can create several Spending Goals, and each one has its own page rule. Open the goal, go to the Placements card and open Floating offer, then choose All pages, All pages except or Specific pages. You can target whole page types or pick an exact product or collection. The floating widget shows on your home page, collection pages, product pages and cart page.

The floating widget shows one Spending Goal at a time. When more than one goal could show on the same page, Vitals shows the one with the lowest first spending goal, which is the reward the shopper is closest to reaching. Goals you created earlier keep showing on the same pages until you change this setting.

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.

Can I use the Post-Purchase area to ask customers to complete a survey?

No. The Post-Purchase area is integrated with our One-Click Post-Purchase upsell feature and can only be used to offer additional products, not surveys.

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.