Upsell Builder app FAQs
Get quick answers to the most common questions about using the Square: Upsell Builder app to increase sales, create discounts, and enhance customer experience.
🔧 General Upsell FAQs
Q: I enabled an upsell offer, but the discount isn't applying. What should I check?
Discounts may not apply due to known limitations or conflicts. Please check our Known Discount Conflicts page for full troubleshooting steps.
Q: If multiple upsell offers apply, which one does the app choose?
The app always applies the most valuable discount for your customer to maximize satisfaction.
Learn how this works with examples →
Q: Can I translate the text in the Upsell Builder?
Yes! Most text elements are translatable.
Q: Why are there random discount codes in my Shopify admin?
These are auto-generated codes used by the app. They expire automatically after 48 hours and are safe to ignore.
Q: Are upsell offers compatible with cart drawers?
Yes – for selected Shopify themes like Dawn, Refresh, Craft, and others.
View full list and behaviors →
Q: Why does the Add-to-Cart button redirect to the cart page?
If your theme is not supported, we redirect to the cart page to avoid conflicts with custom cart drawer behavior.
Q: Can I combine Shopify’s manual discount codes with Vitals upsell discounts?
Yes, under specific conditions.
See how discount combinations work →
Q: Can I change the auto-generated discount code format?
No. These codes are auto-generated for accuracy and security and cannot be customized.
Q: Can I show all upsell offers on a single page?
Not yet – upsell offers only appear on product and cart pages. This feature is on our roadmap.
Q: Can I add multiple upsell offers of the same type to one product?
No, but some offer types allow swapping eligible products to give shoppers more choices.
Q: Is there a limit to the number of excluded products I can add?
Yes. You can exclude up to 400 products per upsell offer.
Q: I want to customize the upsell offer design. Can I?
Some design settings are limited. Contact our support team for help with custom design tweaks.
Q: Do upsell offers work with subscription products?
Not currently. Subscription modifications conflict with the logic used to apply upsell discounts.
🔢 Volume Discount FAQs
Q: Why can’t I see all the discount tiers?
Check product inventory. Discount tiers will only show if enough stock exists to match the quantity required.
Q: Why does clicking Add-to-Cart add multiple items?
You likely enabled the highlighted tier pre-selection. Disable that setting to add just one item by default.
Q: Can I apply volume discounts to all products in a collection?
Yes – just enable “Offer the discount for any eligible product bought” in the offer settings.
Q: Why can’t I edit the discount value?
Make sure that the discount you're entering is greater than the previous tier and less than the next one.
Q: Can I display Volume Discounts on the homepage?
No, they only display on product pages for compatibility and accuracy.
🧳 Product Bundles FAQs
Q: My collection-based bundle isn't working. Why?
Bundles based on Product Category aren’t supported due to Shopify limitations.
✅ Use tags, vendors, product types, or manual selection as a workaround.
Q: Can I show Product Bundles on the homepage?
No, they are only displayed on product pages.
🎁 Gift Offer FAQs
Q: Why isn’t the free gift showing as $0 at checkout?
Shopify calculates discounts at checkout and doesn't allow third-party apps to change the price display.
Q: Why isn’t the gift automatically added when the spend goal is reached?
Customers must manually add the gift to confirm their interest and avoid confusion.
🛒 One-Click Post Purchase FAQs
Q: My One-Click Post Purchase upsell isn’t showing. Why?
Check this list of Shopify limitations to confirm eligibility.
Q: Will existing discounts still apply with One-Click Post Purchase?
Yes. The original discount remains, and the new product gets its own separate discount.
Q: Can I customize the design of the post-purchase page?
No. This page is controlled by Shopify’s Post-Purchase Extension, and design edits are limited.
Q: Why isn’t the upsell product shown in the confirmation email?
This is normal. The email is sent before the post-purchase upsell is confirmed. Customers can see the updated order on their Order Status Page.
🌍 Selling Internationally
Q: Why do upsell prices look different from the actual product price?
The Upsell Builder does not currently support Shopify Markets (custom prices by region). It fetches product prices from your main admin settings, not market-specific ones.
Q: Will discounts still work if I use custom regional pricing?
They may not work correctly with Shopify Markets. Regional pricing is not yet fully supported.
💬 Still Have Questions?
We’re here to help! If you’re having trouble with your upsell offers or need a hand customizing them to match your store’s design, reach out to our support team anytime.
Start optimizing your upsell strategy with confidence. You’re just one offer away from your next big win! 🚀