Why aren’t my post-purchase offers displaying to my customers?
Here are some common possible reasons your offers may not be displaying:
- CartHook Post Purchase Offers is not enabled in Settings > Checkout > Post-purchase page. This setting must be enabled for offers to display.
- The funnel has not been published.
- If it has been published, deactivate it and make active again.
- If it has been published, deactivate it and make active again.
- The initial checkout did not meet your funnel criteria, or the checkout matches another funnel with a higher priority.
- Be mindful of the Any/All dropdown when creating funnel criteria. If there are two products in the criteria—for example, Cart Contents Contains Product A and Cart Contents Doesn't Contain Product B, and you'd like both of those criteria applied, make sure to select Show These Offers When All Of The Following Individual Criteria Are Met. Setting that dropdown to read Any will trigger that funnel if either criteria is met.
- Be mindful of the Any/All dropdown when creating funnel criteria. If there are two products in the criteria—for example, Cart Contents Contains Product A and Cart Contents Doesn't Contain Product B, and you'd like both of those criteria applied, make sure to select Show These Offers When All Of The Following Individual Criteria Are Met. Setting that dropdown to read Any will trigger that funnel if either criteria is met.
- The product being offered was in the initial order and the "hide offer when product is in initial order" setting is enabled
- The offered product does not have any quantity in stock (does not apply if "continue selling when out of stock" setting is enabled). Keep in mind that even if your product is "active" or "live," it may not have any inventory available.
- The offered product has a price listed below $.50. Shopify has a limitation that sets the minimum price for all PPOs at $0.50.
- An unsupported payment method was used in initial order, or a 100% discount/gift code was used. Please note that if you are using instalment payment apps such as Klarna, AfterPay etc., the offers will not be displayed.
- A non-default store currency or duties were used in initial order.
- The purchase was made in a browser using an Incognito/Private mode. Due to a Shopify limitation, any purchases made in that sort of browser window will not show a post-purchase offer if the customers are checking out with ShopPay (this is because third-party cookies are disabled in incognito mode).
- For subscription offers:
- Only one subscription can exist on each order, including the initial order and post-purchase offers. If a subscription already exists, any additional subscription offers will not display.
- If the initial order does not have a shipping address (digital only products or pick-up orders), no subscription offers can be accepted.
Why are some of my product images not showing up when I add them to a funnel or offer?
This may mean your product needs to be synced to the app again. You can edit the product in Shopify by saving it as a draft, and then set it right back to active. Then click save!
I'm having issues with post-purchase offer items getting to my 3PL or fulfillment provider, help!
CartHook Post Purchase Offers utilizes Shopify's post-purchase checkout extension. To ensure compatibility with the post-purchase extension, it is required for all 3rd party fulfillment apps and platforms to use the latest Shopify API and fulfillment functionality as outlined here.
Still have questions? We're here to help! Reach out to support@carthook.com, or check out the rest of our Help Center!
