• UPSELLS & FREE GIFTS • SETUP GUIDE

Shopify Checkout Upsell Not Showing? How to Fix It

By Rivio Support Team
2 min read

What you will achieve in this guide

Follow the feature-specific setup and testing instructions below. Check the supported pages and plan requirements before activating the feature.

EXPECTED SETUP TIME Varies by feature
COMPATIBILITY See requirements in this guide
TECHNICAL DIFFICULTY Zero Code Required

A missing checkout upsell can result from campaign eligibility, unavailable offer products, hide-already-in-cart behavior, priority, status, or editor placement. Check each layer before creating another campaign.

How this feature works

A trigger product determines who qualifies for an offer; the offer product is the recommendation the buyer can purchase. Configure the campaign in Rivio and place its matching block on the intended Shopify page. Checkout, Thank you, and Order status are separate surfaces with separate testing flows.

Before you begin

Open Apps > Rivio Checkout Customizer in the intended store. Prepare the cart, customer, products, address, or order needed by the example, and check the feature’s supported inputs before activating it.

Worked example: Recover a missing upsell without creating duplicate campaigns

Example setup: A shirt-to-bottle campaign and a repeatable matching cart or order.

Troubleshooting steps

  1. Open the campaign and check Active status, trigger product, offer product, Show on, and saved content.

  2. Check that the offer product is available and not hidden because it is already in the cart.

  3. Review all campaigns matching the same buyer/cart: the lowest Priority number takes precedence.

  4. Open the correct Shopify editor configuration and target page; confirm the matching upsell block is placed and saved.

  5. Retest on the actual surface with a qualifying shirt cart or completed shirt order, not an unrelated editor preview.

  6. Compare a non-matching cart and inspect hide-after-acceptance behavior before treating intentional hiding as a defect.

Verify the result

Test case Expected result or verification
Matching campaign with higher number than another The lower-number campaign can take precedence.
Thank you block placed only on Order status Place it separately on Thank you.
Checkout upsell on non-Plus store The checkout-step UI surface requires Plus.

If the result is different

Check What it means / what to do
Nothing appears Check campaign/rule status, target surface, trigger inputs, available products, and saved editor placement.
A different offer appears Inspect matching campaigns; the lowest Priority number takes precedence.
An offer disappears after adding an item Check hide-already-added and hide-after-acceptance behavior before creating a duplicate campaign.

Need help?

Email support@rivioapps.com with your store domain, feature name, target page, the relevant settings, and a screenshot of the actual result. Include the test cart, customer, or order details needed to reproduce the issue.

Screenshot reference

Screenshot to add: The saved settings described in this guide, with its selected conditions or scope visible.

Screenshot to add: The worked example’s actual customer result or saved Shopify record, including the relevant test inputs.