All the info you need about 3rd party fulfilment, failed/incomplete payments, and shipping.
  • Overview
  • 3rd Party Order Fulfillment
  • Order Tags
  • Failed and Incomplete Payments
  • Charging for Shipping

Overview


Post Purchase Offers uses Shopify's checkout to process orders and display post-purchase offers that come before the order confirmation page. There is a 10-minute countdown timer available. You can choose how long the offer is displayed, from 1-10 minutes, although the customer has up to 60 minutes to complete the post-purchase offer before the offer expires.

 

The initial order is created instantly after checkout is completed. Since Post Purchase Offers is an extension of the native Shopify checkout, we take advantage of the edit order functionality to allow for seamless one-click post-purchase offers for our customers. We’ll combine the post-purchase offers with the initial order using the edit order functionality. Each post-purchase offer that is added to the original order is a separate transaction and is viewable in the timeline section of the order in Shopify. In the screenshot below, $29.00 was the total of the original order. The customer added Post Purchase Offer #1 to their order. The order was edited and the additional item and revenue ($30.49) was added. Then, Post Purchase Offer #2 was accepted for an additional $49.00. 


3rd Party Order Fulfillment


Fulfilment holds are placed on every order in which a post-purchase item is added. The fulfilment status on the order will be on_hold and is lifted only when the shopper reaches the thank you page OR after 60 minutes if the shopper does not reach the thank you page.

At that time, the fulfillable_quantity will be updated to the correct quantity of items ordered, fulfillment_status will be set to open, and the orders can be fulfilled. Please note that orders on hold can not be fulfilled as the fulfillable_quantity = 0.

All 3PL apps must use the fulfillable_quantity field as outlined here by Shopify, to be compatible with ANY post-purchase app. Setup can vary on a case-by-case basis depending on how your 3PL app is set up. We recommend reaching out to your Shopify rep and 3PL to help determine the best APIs to use for specific use cases. 

Questions? The Post Purchase Offers team is always here to help, and Shopify has some great resources available including setting up fulfilment, configuring your order fulfilment settings, using fulfilment and drop shipping services, and fulfilling different types of orders.

Your dev or technical team may find the following Shopify resources helpful as well! 


Order Tags


Any time one of your shoppers accepts a post-purchase offer, your Shopify order will now be tagged with CartHook Post Purchase Offers Accepted so you can easily run reports directly in your Shopify dashboard to see how much additional revenue you are earning. 

You can search for orders with the CartHook Post Purchase Offers Accepted tag in the Orders section in Shopify admin, and see all orders with the tag listed in Orders as well.


Failed and Incomplete Payments


The payment for a post-purchase offer can fail in certain situations (i.e. insufficient funds, credit card error). Ideally, the merchant should see the reasoning for it on their order, but Shopify currently doesn't have a mechanism in place to display failed charges errors.

If a customer accepts an offer but has insufficient funds or payment failure, they will be directed to the thank you page and prompted to enter payment again to accept the post-purchase offer. The customer will also receive an email from Shopify letting them know payment is needed. However, the post-purchase offer will show as accepted in our analytics. We do not take into account whether or not the merchant successfully captured payment information from the customer.

On the merchant side, it will show as a partially paid order because the offer was accepted (without successful payment) and the order was updated. 

Merchants can then handle the order any way they want. They can:

  • Collect the payment
  • Edit the order to remove the unpaid item (CartHook can now automatically remove unpaid upsell items for you, please see below for more information)
  • Refund the order

Another reason partially paid might show for an order is if your store captures payments manually.


In this case, payment must be manually captured for the original order as well as any post-purchase offers before the order status will update to paid.


***CartHook automatically removes unpaid upsell items from order creation if payment is not received within a specific time frame of up to 24 hours. This feature can also be manually disabled.

To change the time settings or to disable this feature, you will need to visit your CartHook Settings.

Step 1) Click on "Settings" within the CartHook App:

Step 2) Here, you can unselect the check box for "Remove Unpaid Items From Orders" or enter the preferred time frame under "Hours" and "Minutes".

Don't forget to click on the "Save Settings" button!


Removed items will automatically be restocked. You do not need to manually re-add the item to your inventory.

When "Removed Unpaid Items from Orders" is enabled, any removed items will be listed in the same report as the returns on the day the item was removed.

You can access this report by going to Shopify Admin > Analytics > Reports > Returns.

Here is a screenshot of what it looks like:


When an upsell item is added to your order, you will see this reflected in your Sales Analytics:

Once the unpaid upsell item is removed, this data will also be displayed in the same report (please note that it is possible to go into the negative):

Within the order itself, the unpaid items will be displayed as removed:


Charging for Shipping


When you set up your funnels, you are able to set how much extra shipping you want to charge for the post-purchase offer.

The arrow indicates where you can select free or flat rate shipping:


Here, you’ll see that a flat rate shipping charge of $5.99 has been added to the offer:


Please note that adding flat rate shipping on a post-purchase offer will have no effect on shipping charges for the original order. As an example, let's say your store is offering free shipping on orders over $50. Your customer checks out and their original order is $30, so they pay a shipping fee. Their post-purchase offer is $20, which means the total between the original order and the post-purchase offer meets/exceeds the $50 free shipping threshold. Even if this happens, it will not update the original order's shipping price to be free. 

Still have questions? We're here to help! Reach out to support@carthook.com, check out our FAQ's page, or the rest of our Help Center!