Order Status Upsell (OTO) — concept

OTO — the Thank You & Order Status upsell — is the post-checkout cousin of the post-purchase funnel. It shows product recommendations on Shopify's thank-you page and on the order status page, instead of on the post-purchase page.

Key difference

Both add the product to the buyer's existing order. What differs is how the buyer pays for it:

• Post-purchase — one click. Shopify adds the item and charges the payment method already used at checkout; nothing to re-enter.
• OTO — the buyer clicks the button (Add to order by default). Oxify adds the item to the order, and a pop-up asks the buyer to complete the outstanding payment (Proceed to payment). If nothing is owed — a 100%-off item, for example — the pop-up just confirms Added to your order!

What happens when a buyer accepts

1. The buyer clicks the button. A pop-up shows Updating your order...
2. Oxify adds the item to the existing order at the price shown on the card, your discount included.
3. The pop-up changes to Ready to finalize your order!. It tells the buyer to pay within 30 minutes or the item is removed from the order, and offers Proceed to payment.
4. Until the buyer pays, the order in Shopify shows an outstanding balance.
5. The next time the page loads, that product no longer appears if Hide product if already purchased is on.

If Oxify can't add the item to the order — for example Shopify refuses the order edit, or can't apply the discount exactly as shown — the buyer is sent to a regular checkout link for that product instead, which creates a separate order.

Unpaid items are removed after 30 minutes

If the buyer doesn't pay, Oxify removes the item from the order automatically about 30 minutes after they accepted. The check runs every 5 minutes, so removal can happen a few minutes later than that. The item is restocked, the customer isn't notified, and the order edit carries the staff note "Oxify: removed unpaid thank-you upsell". The 30 minutes can't be changed.

Oxify leaves the order alone whenever it can't be sure the item is unpaid — for example if the buyer paid after accepting, a payment is still processing, the order was cancelled or archived, the item was fulfilled or changed, or the order wasn't paid at checkout (such as a pay-on-delivery order).

A conversion and its revenue are not counted while the added item is unpaid. They are counted once the buyer has paid (or nothing is owed), so items that get removed never count.

Who can accept an offer

• If a signed-in customer opens an order that belongs to someone else, no offer is shown and an accept is refused.
• A buyer can only add a product that was actually offered for that order on that page, within 24 hours of the page showing it. Each product can be added once per order and page.
• A request that doesn't qualify isn't added to the order; the buyer gets the regular checkout link described above instead.

When to use which

• Use post-purchase if you want the one-click add that charges the payment method already on the order, shown before the thank-you page. Shopify decides which orders are eligible, based on things like payment method and order type.
• Use OTO to show recommendations on the thank-you page and on the order status page, where customers can come back later. These offers live on those pages, so they aren't affected by the rules that decide whether Shopify shows a post-purchase page. The buyer pays the outstanding amount themselves.
• You can run both. They are set up separately, under Post Purchase and Thank You & Order Status.