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# Upsells

Upsells let you recommend extra products to customers who **already have a subscription**, and let them add the product to their subscription in one click, either on every delivery or on their next order only. They are one of the easiest ways to grow average order value from subscribers you already have. On the thank-you page, an upsell can also show one of your offers after any checkout, and on the order status page in customer accounts it lets a customer who bought one time turn that order's items into a subscription themselves. This guide explains how upsell offers work, where they appear, and how to create one.

| To find upsells, go to [**Supr Bundles & Subscriptions > Grow**](https://admin.shopify.com/apps/super-subscriptions/app/grow) and open **Upsells and cross-sells**.

### Table of contents

* [How upsells work](#3-how-upsells-work)
* [Where upsells appear](#3-where-upsells-appear)
* [Recurring or next order only](#3-recurring-or-next-order-only)
* [Targeting and recommendations](#3-targeting-and-recommendations)
* [Discounts](#3-discounts)
* [Creating an upsell offer](#3-creating-an-upsell-offer)
* [Extras on the product page and at checkout](#3-extras-on-the-product-page-and-at-checkout)
* [Measuring your upsells](#3-measuring-your-upsells)
* [Common questions](#3-common-questions)
* [Related guides](#3-related-guides)

### How upsells work

An upsell offer shows an existing subscriber a recommended product. If they accept, the product is added to their subscription, with no separate checkout, and it is charged with their normal subscription billing. You can attach a discount to make the offer more tempting, and choose whether the product joins every delivery or only the next one.

### Where upsells appear

Upsells are shown in the places you tick under **Placements**. The portal and the emails reach existing subscribers; the thank-you page shows after any checkout:

* **Customer portal**: a **You might also like** section when a subscriber manages their subscription, with an **Add to subscription** (or **Add to next order**) button and a **Dismiss** button.
* **Renewal reminder email**: in the email sent before an upcoming renewal.
* **Subscription started email**: in the welcome email sent when someone subscribes.
* **Thank-you page**: right after any checkout, one-time or subscription, in the app's thank-you page block. Instead of recommended products, this placement shows one of your own offers: pick it under **Thank-you page > Offer**. The customer sees the offer's product with its subscription and bundle options, at the offer's prices, and picks one:
  * After a checkout that started a subscription, a subscription option on the same delivery schedule, or a quantity break or a fixed bundle whose products each have one variant, is added to that new subscription in one click with **Add to subscription**. Nothing more is charged at checkout; it is charged with their next renewal.
  * After a one-time order, or for an option that needs more choices, **Buy now** opens a new checkout with the choice in it and the customer's email and shipping address filled in, where the offer's own prices apply.
  * One offer shows at a time. Conversions show under **Thank-you page** in the Upsell performance report.
* **Order status page**: on a customer's past order in Shopify customer accounts, for orders up to 60 days old. Like the thank-you page, it uses one of your own offers, picked under **Offer**. It shows when the order has one-time items that the offer sells on subscription, with the heading **Get this on subscription and save 10%** (the saving of the chosen option), those items, and the offer's subscription options at their prices. The customer picks an option:
  * If they already pay for another subscription with a saved payment method, **Subscribe** opens a confirmation showing the date of the first subscription order, the payment method and the delivery address. **Confirm subscription** starts the subscription straight away with those items, at the option's price, delivered to the order's shipping address with your cheapest shipping rate. The first subscription order comes one delivery interval after the original order, so nothing is charged that day.
  * Otherwise, or for an option with a free trial, refill, rotation, box, gift or prepaid setting, **Subscribe at checkout** opens a checkout with the same items on that option and the customer's email and address filled in.
  * A subscription started this way counts as a conversion under **Order status page** in the Upsell performance report, and the block disappears from that order once it has started one.

In the portal the product is added as soon as the customer clicks the button. From an email, the customer lands on a page showing what they are adding and how their subscription total changes, and confirms there. The emails only carry upsells while those emails are switched on under [**Settings > Notifications**](https://admin.shopify.com/apps/super-subscriptions/app/settings/notifications).

Upsells show in the subscription portal inside Shopify customer accounts. The legacy customer portal does not show them.

The thank-you page upsell shows inside the app's block on the thank-you page. If you have not added it yet: in your Shopify admin go to **Settings > Checkout**, click **Customize**, switch to the **Thank you** page, click **Add block** and choose **thank-you-page-subscription-link** from Supr Bundles & Subscriptions. Its **Manage your subscription** button appears only on orders that started a subscription, while the upsell shows after any order. The upsell's texts (including **Buy now**) are the same ones as the portal's upsell, under **Settings > Customer portal > Labels**.

The order status page upsell needs its block too: in your Shopify admin go to **Settings > Checkout**, click **Customize**, switch to the **Order status** page of customer accounts, click **Add block** and choose **Order Subscription Information** from Supr Bundles & Subscriptions. Customers only see it while signed in to their account. Its texts are under **Settings > Customer portal > Labels**, in the **Subscribe from an order** group, and can be translated like the rest of the portal.

|| Upsells appear in the customer portal, in emails and on the thank-you page after checkout, **not on your product pages or in checkout itself**. For product-page extras, see [Extras on the product page and at checkout](#3-extras-on-the-product-page-and-at-checkout).

### Recurring or next order only

Each upsell offer has a **Cadence**:

* **Recurring**: the product is added to the subscription permanently and ships with every delivery.
* **One-time**: the product is added to the next order only, then removed. The customer's button reads **Add to next order**. This is how a subscriber adds an occasional extra to a single delivery without it repeating.

### Targeting and recommendations

* **Trigger** (under **When to show**): which subscriptions see the offer. Choose **Any subscription**, **Subscriptions containing specific products**, or **Subscriptions containing products from collections**.
* **Recommendation source** (under **What to recommend**): what to offer, either **Specific products** or **Products from a collection**.

With only **Thank-you page** or **Order status page** ticked, the trigger reads the order instead, which may hold no subscription: **Any order**, **Orders containing specific products** or **Orders containing products from collections**. With other placements ticked too, the same trigger checks the order's products on those pages. **Recommendation source**, **Discount** and **Cadence** only apply to the portal and email placements, and are hidden when only the order pages are ticked: they use the offer you picked, with its own options and prices.

### Discounts

In the **Discount** card, set the **Type** to **No discount**, **Percentage off**, **Amount off**, or **Fixed price**, and enter the **Value**.

**Stack with other discounts** decides what happens when a subscription already has a discount. On, the offer shows as usual. Off, the offer is hidden from subscriptions that already have a discount applied.

### Creating an upsell offer

1. Go to [**Supr Bundles & Subscriptions > Grow**](https://admin.shopify.com/apps/super-subscriptions/app/grow), open **Upsells and cross-sells**, and click **Create offer**.
2. Enter an **Internal name**. It is for your reference only, customers do not see it.
3. Tick the **Placements** where the offer should appear. For **Thank-you page** or **Order status page**, pick one of your offers under **Offer**.
4. Under **When to show**, set the **Trigger**.
5. For the portal and emails, under **What to recommend**, choose the **Recommendation source** and pick the product(s) or collection.
6. Optionally set a **Discount** (portal and emails).
7. Choose the **Cadence**: **Recurring** or **One-time** (portal and emails).
8. Set **Status** to **Active**. An offer left on **Draft** is saved but not shown to anyone.
9. Click **Save**.

### Extras on the product page and at checkout

Upsells do not appear on product pages or in checkout itself. For extras at the moment of purchase, use these instead:

* **Add-ons on a bundle option**: optional tickboxes under the selected option, such as "Add a brush for $5", priced at full price, a discount, or free. The closest thing to "frequently bought together". See [Free gifts and add-ons](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/bundle-types-quantity-breaks-buy-x-get-y-fixed-bundles-and-build-a-box-1p9zux1/#3-free-gifts-and-add-ons).
* **Free gifts on a bundle option**: a gift added when an option is chosen, for the first order only or on every order.
* **A Fixed bundle option**: sell the main product together with the extra as a set, one-time or on subscription.

**At checkout**: Shopify only lets stores on Shopify Plus customise the checkout steps, so the app adds nothing there. After checkout, the **Thank-you page** placement above shows one of your offers, adding it to the subscription just started or opening a new checkout for it, which works on every Shopify plan. Other post-purchase upsell apps add products to the order instead, so they usually do not become part of the subscription.

### Measuring your upsells

Each offer in the [**Upsells and cross-sells**](https://admin.shopify.com/apps/super-subscriptions/app/grow/upsells) list shows a line with how it did in the last 30 days: how often it was shown, how many customers added it, and the revenue it brought in. For the full picture, click **View report**, or go to [**Supr Bundles & Subscriptions > Analytics**](https://admin.shopify.com/apps/super-subscriptions/app/analytics/reports) and open **Upsell performance**. Pick a date range at the top.

The report counts:

* **Shown**: how often an offer appeared in the customer portal or on the thank-you page. A customer who comes back to the portal within 30 minutes counts once, and a thank-you page counts once per order, however often it is reloaded.
* **Sent**: emails that carried an offer, once for each offer in the email. Emails count as sent rather than opened, because many email apps (Apple Mail among them) open every email automatically, which makes open counts unreliable.
* **Clicks**: in the portal, a customer picking a variant or pressing the add button; on the thank-you page, a press of **Add to subscription** or **Buy now**; from an email, opening the offer's link. Each customer counts once per offer, per visit, order or email link.
* **Click-through rate**: clicks divided by shown (or by sent, for emails).
* **Conversions**: products added to a subscription from an offer. **Redemption rate** is conversions divided by shown (or by sent).
* **Revenue**: the price of each added product when it was added, in your store's currency. A one-time add is counted once; a recurring add is counted for the order it joined, not for every later renewal. A **Buy now** on the thank-you page opens a new checkout, and that order shows in your Shopify orders rather than here.

The **By placement** table compares the customer portal, emails and the thank-you page. **Top offers** compares your offers, and **Offers by placement** shows each offer in each place it appeared, so you can see, for example, that an offer converts in emails but not in the portal. Click **Export** to download all three tables as a CSV file.

Clicks and emails sent are counted from the day this report was updated. Earlier dates show what was recorded then: conversions, and thank-you page views.

### Common questions

**Can I upsell to subscribers?**
Yes. Create an upsell offer under **Grow > Upsells and cross-sells**. It appears in the customer portal and in the renewal reminder and subscription started emails, and subscribers add the product in one click.

**I created an upsell, but it does not show on the product page. Why?**
That is expected. Upsells target existing subscribers in the portal and emails. For product-page extras, use add-ons or free gifts on a bundle option. See [Extras on the product page and at checkout](#3-extras-on-the-product-page-and-at-checkout).

**My upsell does not show in the portal or emails.**
Check its **Status** is **Active**, the right **Placements** are ticked, and the subscription matches the **Trigger**. With **Stack with other discounts** off, subscriptions that already have a discount do not see it. For emails, check the email is switched on under **Settings > Notifications**.

**Can a subscriber add a one-off item to their next delivery without it repeating?**
Yes. Create an upsell offer with **Cadence** set to **One-time**. It is added to the next order only, then removed. You can also add or remove products on a subscription yourself, see [Editing a Subscription Contract](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/editing-a-subscription-contract-155rpav/).

**Can I show upsells at checkout, or use a post-purchase upsell app?**
Checkout can only be customised on Shopify Plus, and the app has no checkout upsell. Post-purchase upsell apps add to the order, not to the subscription, so the extra usually does not repeat on renewals.

**Why does the upsell report show emails sent but no opens?**
Opens are not tracked. Apple Mail and other email apps load every email in the background, so an "open" often does not mean a person read it. The report counts emails sent and the clicks on the offer's link instead, which only a customer makes.

**A customer bought one time. Can they switch to a subscription themselves?**
Yes, with the **Order status page** placement. Pick an offer that sells those products on subscription and add the block to the order status page. The customer opens the order in their account and subscribes from there: in one click after a confirmation if they already pay for a subscription with a saved payment method, otherwise through a checkout with the same items.

**Can subscribers add any product to their subscription themselves?**
Yes, if you turn on **Add products** under [**Settings > Customer portal**](https://admin.shopify.com/apps/super-subscriptions/app/settings/customer-portal). Upsells are for recommending specific products, optionally with a discount.

### Related guides

* [Bundle types: quantity breaks, Buy X Get Y, fixed bundles, and build-a-box](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/bundle-types-quantity-breaks-buy-x-get-y-fixed-bundles-and-build-a-box-1p9zux1/)
* [Customer Portal Settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/customer-portal-settings-q1tpjk/)
* [Notifications](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/notifications-19cm2cv/)
* [Loyalty programs](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/loyalty-programs-bun7bv/)
* [Editing a Subscription Contract](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/editing-a-subscription-contract-155rpav/)