Why is my post purchase funnel not visible?
The Post Purchase funnel allows you to show cross sell offers after your customers have finished placing their order on your store. The cross sell offer is displayed on the ‘Order Confirmation' page right before the ‘Thank you’ page. It is a highly effective way to increase your AOV without hampering your conversion rates or shopping experience.
To know more about the Post Purchase feature, you can refer to this article: How does Monk's post purchase offer work? What are the best practices?
Although, there might be a few cases where the post purchase offer shall not show up for your customers:
The funnel shall not be displayed if all the selected offer products are either
- Out of stock (if you are tracking quantity through Shopify)
- Not available in the 'Online Store' sales channel
- Not in 'Active' Status
To verify these, please navigate to your Shopify admin dashboard> Products> Open the offer products
Please navigate to your Shopify’s Checkout settings and ensure Monk is selected as the default post-purchase app.
To enable it - please go to your Shopify admin dashboard> Settings> Checkout> Under Post Purchase page> Select Monk
The post-purchase offer won't be surfaced if a customer chooses to check out with an installment service or a wallet service (such as Klarna, Sezzle, Affirm, AfterPay, Apple Pay, Amazon Pay, or Google Pay). The single-click post checkout offers only work when the initial purchase was made using a credit card, PayPal Express or ShopPay (credit card). For all other payment options, auto-charging the payment method is not possible and hence this offer won't show up. These offers will also not work in countries where 3DS/OTP verification is required for every credit card transaction (Eg. India).
To ensure the offer is displayed when a customer uses PayPal please refer to this doc: Does post purchase offer work with PayPal?
If the main order value is zero due to a gift card, discount or COD etc. then the post purchase offers will not be visible for the customers. However, the offers will still be visible if any shipping charges or taxes are paid by the customer.
The post purchase feature doesn't support multi-currency checkout. The offer will only work and display to the customers when they checkout in the store's native currency. This is because Shopify's checkout extension is not compatible with Shopify Markets just yet. Shopify plans on releasing this integration by Q4 2024
The reasons mentioned above may also impact the overall views that you see on your funnel analytics.
If you have any questions of are facing any issues with the funnel please reach out to our customer support team via live chat or write to us at support@monkcommerce.com and we'll do our best to assist.
To know more about the Post Purchase feature, you can refer to this article: How does Monk's post purchase offer work? What are the best practices?
Although, there might be a few cases where the post purchase offer shall not show up for your customers:
1. Offer products out of stock
The funnel shall not be displayed if all the selected offer products are either
- Out of stock (if you are tracking quantity through Shopify)
- Not available in the 'Online Store' sales channel
- Not in 'Active' Status
To verify these, please navigate to your Shopify admin dashboard> Products> Open the offer products
2. Monk is not selected as the post-purchase app
Please navigate to your Shopify’s Checkout settings and ensure Monk is selected as the default post-purchase app.
To enable it - please go to your Shopify admin dashboard> Settings> Checkout> Under Post Purchase page> Select Monk
3. Incompatible payment method used
The post-purchase offer won't be surfaced if a customer chooses to check out with an installment service or a wallet service (such as Klarna, Sezzle, Affirm, AfterPay, Apple Pay, Amazon Pay, or Google Pay). The single-click post checkout offers only work when the initial purchase was made using a credit card, PayPal Express or ShopPay (credit card). For all other payment options, auto-charging the payment method is not possible and hence this offer won't show up. These offers will also not work in countries where 3DS/OTP verification is required for every credit card transaction (Eg. India).
To ensure the offer is displayed when a customer uses PayPal please refer to this doc: Does post purchase offer work with PayPal?
4. Main order is of 0 value
If the main order value is zero due to a gift card, discount or COD etc. then the post purchase offers will not be visible for the customers. However, the offers will still be visible if any shipping charges or taxes are paid by the customer.
5. It is an international order
The post purchase feature doesn't support multi-currency checkout. The offer will only work and display to the customers when they checkout in the store's native currency. This is because Shopify's checkout extension is not compatible with Shopify Markets just yet. Shopify plans on releasing this integration by Q4 2024
The reasons mentioned above may also impact the overall views that you see on your funnel analytics.
If you have any questions of are facing any issues with the funnel please reach out to our customer support team via live chat or write to us at support@monkcommerce.com and we'll do our best to assist.
Updated on: 23/02/2024