Post-purchase troubleshooting

Offer not appearing

• Confirm Oxify Post Purchase is selected under Post-purchase page in your Shopify checkout settings. The Post Purchase page in the Oxify app shows a "Post-purchase upsell is not enabled in Shopify" banner when it isn't (unless you dismissed it).
• Confirm the funnel is Active, not Inactive.
• Confirm the funnel's triggers match the test order — try Show to all customers while you test.
• Confirm the funnel has an offer in Upsell 1. A funnel with no offers, or with only downsell offers, never shows.
• Check that the order is eligible for a post-purchase page — Shopify doesn't show one for every order (payment method and order type matter).

For the full checklist, see "Troubleshooting: Post-purchase offer not appearing".

"Automatic upsell" (AI recommended) returns nothing

Oxify takes the most expensive item in the order and asks Shopify for related products. If Shopify has none to suggest, that offer is skipped — the rest of the funnel still runs. Switch the offer to Specific products or Most expensive item in cart. (On the offer's page, open Product Selection and choose Specific products or Same product as in cart (most expensive).)

Offer too large

There is a size limit on the data Oxify sends for an offer (about 200 KB). Ordinary offers stay far below it, but an offer with a very large amount of content — for example extremely long rich text — can exceed it, and then no offer is shown. Shorten the long text and save again.

Offer accepted but didn't apply

If the buyer clicks accept but the product isn't added to the order, the change was refused. Check that the offer's product and variants still exist in your store — for example, that they weren't deleted after you saved the funnel — then re-select the product in the offer and save. The buyer stays on the offer screen and can try again.