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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 or are skipped as intended. These troubleshooting steps will help you identify and resolve common issues preventing automatic upsells from working or being skipped.

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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

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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.Additionally, if you select “All products collection” as an exclusion, it will exclude every product in your store, effectively disabling upsells entirely. Be cautious with your exclusion settings, especially during specific periods when exclusions are active, as they might unintentionally prevent upsells from displaying. NOTE: Even if you don’t exclude every product from your store, you might still be excluding all items in the “Related products” section.

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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.