> For the complete documentation index, see [llms.txt](https://docs.intelligems.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.intelligems.io/post-purchase-upsells/post-purchase-upsell-faqs.md).
# Post-Purchase Upsell FAQs
What is a Post-Purchase Upsell?
A Post-Purchase Upsell is an offer that appears to a customer immediately after they complete checkout and before they reach the thank you page. It gives them the option to add a product to their order with a single click, without re-entering payment information.
Do Post-Purchase Upsells require a separate app?
No. Intelligems handles post purchase upsells natively. You do need to enable Intelligems as your Post-Purchase page in Shopify settings, but no additional app is required. Available on the Unlimited plan and Smart Checkout & Post-Purchase plan.
Can I test Intelligems' Post-Purchase Upsells against another post-purchase upsell app?
No. Shopify requires you to enable one app as your Post-Purchase page in Shopify settings, so you cannot test two post purchase upsell apps against each other.
Can I show different upsells to different customer segments?
Yes. You can configure multiple Post-Purchase Upsell personalizations with targeting rules to control which visitors see which upsell offers. You can configure these groups by things like the products in their order, cart value, or audience segment.
What happens if a customer declines the upsell?
They're taken directly to the thank you page. Declining has no impact on their original order.
What happens if a customer accepts the upsell?
The upsell product is added to their existing order. They don't need to go through checkout again, and no additional payment step required.
Can I test multiple Post-Purchase Upsells against each other?
Yes, we recommend doing that! You can test essentially everything — a few recommendations include:
1. Testing which products are shown
2. Testing a discount vs. no discount, and different discount levels
3. Testing the content on the page, such as the messaging in the heading and add to cart buttons
My post purchase upsell isn't showing up. What should I check?
A few common causes:
* The Intelligems JavaScript isn't [installed in your live theme](/getting-started/adding-intelligems-script-to-your-theme.md).
* Intelligems isn't [set as the Post Purchase page in your Shopify settings](/post-purchase-upsells/how-to-set-up-a-post-purchase-upsell-personalization-or-test.md#step-5-enable-intelligems-in-shopify)
* The products in the test order don't meet the targeting criteria for your offer
* Your test isn't active yet and you are not previewing it
There are also several cases where post-purchase upsells don't work due to Shopify limitations:
1. **Accelerated checkouts** — Shop Pay, PayPal, Apple Pay, Google Pay, Amazon Pay, and Buy Now Pay Later services (Klarna, Afterpay, Affirm, etc.) bypass the standard checkout where post-purchase upsells appear.
2. **Draft orders & manual invoices** — Orders created via draft checkout links or Shopify admin invoices do not trigger post-purchase upsells.
3. **Subscription products** — Carts containing subscription products are not supported.
4. **Local pickup or local delivery** — Customers who select either option at checkout will not see post-purchase upsells.
5. **Third-party or custom checkouts** — Custom checkout implementations are not supported.
6. **Gift card–only orders** — Shopify does not allow post-purchase upsells on orders containing only gift cards.
7. **Non-primary currency** — Post-purchase upsells only display when a customer checks out in your store's primary currency.
8. **Orders with duties or customs charges** — Post-purchase upsells will not show on these orders.
9. **Order total below $0.50 USD** — The order total after discounts must meet this minimum threshold.
10. **No shipping address required** — Orders for digital products or pickup/delivery may not trigger post-purchase upsells.
If you've checked all of the above and it's still not appearing, email us at .
Will the post-purchase upsell work in multiple currencies?
No — post-purchase upsells only work in your store's default currency. If a customer is shopping in another currency, the post-purchase page will simply be skipped. This is a Shopify limitation.
How do the Shopify recommendations work for upsells?
Shopify's recommendation API analyzes your store's order history and product relationships (such as collections and tags) to surface relevant products for each shopper based on what is in their cart. Recommendations update automatically as your store data grows.
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