Frequently Asked Questions

Overview

This FAQ answers the questions merchants ask most frequently when using SS Upsell & Cross Sell.

If you can't find the answer you're looking for, please contact our support team for further assistance.

General Questions

What is SS Upsell & Cross Sell?

SS Upsell & Cross Sell is a Shopify app that helps merchants increase their Average Order Value (AOV) by displaying personalized upsell, cross-sell, and product recommendation offers throughout the customer journey.

Who can use this app?

The app is designed for all Shopify merchants, from new businesses to established brands looking to increase sales through product recommendations.

Which Shopify plans are supported?

SS Upsell & Cross Sell supports:

• Shopify Basic

• Shopify Grow

• Shopify Advanced

• Shopify Plus

Some checkout-related features require Shopify Plus.

Does the app work with all Shopify themes?

The app works with most Online Store 2.0 themes and many custom themes.

If your theme requires additional configuration, our support team is happy to help.

Installation Questions

How do I install the app?

Simply install the app from the Shopify App Store, enable the App Embed, add the required App Blocks, and create your first campaign.

📷 Screenshot: App Installation

Do I need to enable the App Embed?

Yes.

The App Embed is required for some features, such as Cart Drawer Upsells, and is recommended for the best overall experience.

Do I need to edit my theme code?

No.

Most merchants can install and use the app without editing any code.

Campaign Questions

How many campaigns can I create?

The number of campaigns depends on your subscription plan.

Please refer to the Pricing Plans article for your plan limits.

Can I edit a campaign after publishing it?

Yes.

You can edit, save, pause, or activate your campaigns at any time.

Can I duplicate an existing campaign?

Yes.

You can duplicate a campaign to quickly create similar offers without starting from scratch.

Can I pause a campaign?

Yes.

Change the campaign status from Active to Draft or Paused at any time.

Offer Questions

What types of offers can I create?

You can create:

• Cross-Sell Offers

• Frequently Bought Together Offers

• Product Add-ons

• Product Page Upsells

• Cart Page Upsells

• Cart Drawer Upsells

• Post-Purchase Offers

• Thank You Page Offers

Can I offer discounts?

Yes.

You can create Percentage Discounts and Fixed Amount Discounts for eligible offers.

Can customers add upsell products without leaving the page?

Yes.

Products are added using Shopify's AJAX Cart for a smooth shopping experience.

Analytics Questions

What analytics does the app track?

The app tracks:

• Impressions

• Clicks

• Conversions

• Revenue

• Average Order Value (AOV)

How often are analytics updated?

Analytics are updated automatically and are available shortly after customer interactions.

Billing Questions

Can I change my subscription plan?

Yes.

You can upgrade or downgrade your plan through Shopify at any time.

Troubleshooting Questions

Why isn't my upsell showing?

Please check the following:

• The campaign is Active.

• The App Embed is enabled.

• The App Block has been added.

• The trigger conditions are met.

• Your theme is supported.

Why isn't my discount being applied?

Make sure:

• The campaign is active.

• The discount is configured correctly.

• Shopify's discount limitations are not preventing the discount from being applied.

Why can't customers add products to the cart?

This is usually caused by:

• Out-of-stock products

• Theme conflicts

• Custom AJAX cart implementations

If the issue continues, contact our support team.

My App Block is missing. What should I do?

First, make sure:

• You're using an Online Store 2.0 theme.

• The app is installed correctly.

• The Theme Editor has been refreshed.

Support

If you still need help, our support team is ready to assist you.

Please include the following information when contacting support:

• Your Shopify store URL

• Theme name

• A description of the issue

• Screenshots (if available)

• Steps to reproduce the issue

This information helps us resolve your issue more quickly.