Automatic upsells are a powerful tool for increasing sales by showing relevant products at checkout, post-purchase, or on the thank-you page. However, there are times when these AI upsell offers do not appear as intended. These troubleshooting steps will help you identify and resolve common issues preventing automatic upsells from working.
1. No "Related products" in Search & Discovery
Use the Shopify Search & Discovery app to view “Related products” in the Recommendations page. For stores with very few orders or for recently added products, Shopify may not auto-generate “Related products”. You can manually add “Related products” by clicking on the product title and using the section titled “Edit related products”.
For more details on how “Related products” are selected, see this Shopify help document
2. Excluded products in AfterSell
Go to AfterSell > Settings > Automatic upsells > Excluded products to check if you have exclude products from automatic upsells. Look for selected collections that have a large number of products, such as “All Products”. If you have excluded too many products then there won’t be any "Related products" to show. We recommend keeping the exclusion list small and only excluding products that you absolutely do not want to upsell.
NOTE: Even if you don’t exclude every product from your store, you might still be excluding all items in the “Related products” section.
3. Password protected online store
Automatic upsells do not work for stores that require a password. This includes development stores and stores that are password-protected before launch.
We recommend testing with specific products instead of automatic upsells on these stores.