Troubleshooting: AI Recommended returns nothing

If a post-purchase offer set to Automatic upsell (AI recommended) doesn't appear, Shopify didn't return a related product for that order.

What happens

For each order, Oxify takes the most expensive item in the customer's order (by line total) and asks Shopify for related products. It shows the first product Shopify returns.

If Shopify returns nothing, or doesn't answer within a few seconds, that offer is skipped. The funnel then starts, or continues, at the next upsell slot that has an offer. If no slot in the funnel can show an offer, the customer sees no post-purchase offer for that order. Oxify doesn't fall back to another funnel.

Why it happens

Shopify decides what counts as related, and it can return nothing for some products. The recommendation is based on one item only, the most expensive one in the order.

Two fixes

Switch strategies

Delete the offer with the trash icon on its card (Upsells tab of the funnel) and create it again with:

• Specific products — Hand-pick what to upsell.
• Most expensive item in cart — Offer another of the highest-priced item the buyer ordered.

Add a safety net in the funnel

Keep the Automatic upsell offer and put an offer that uses Specific products in the next upsell slot. When the automatic offer finds nothing, the funnel starts at that slot.

Recommended pattern

Use Specific products as the default. Test Automatic upsell separately, for example on a funnel limited with the Random sample trigger, to compare results. See Offers — product selection strategy.