Troubleshooting Guide for Upsell Products in Funnels

Overview

Upsell products are a powerful way to increase average order value, but if they’re not configured correctly, customers may not see the offer, the price may be wrong, or payments/redirects may fail. Use this guide to troubleshoot the most common issues and get your upsell flow running smoothly again.

1) Upsell product is not appearing in the funnel

This typically happens when the product exists in Payments but isn’t attached to the upsell step, or the product is inactive.

Steps to fix

1. Go to Payments and open the Products tab.
2. Confirm the upsell product is created and active.
3. Open your Funnel and select the upsell step where the offer should appear.
4. In the step’s product settings, attach the upsell product from your list.
5. Save the step and preview/publish to confirm the upsell is showing.

2) Upsell button is not triggering payment

If the button doesn’t trigger a charge, it’s usually due to incorrect button action settings or missing payment configuration on the step.

Steps to fix

1. Open the upsell step in the funnel builder.
2. Select the upsell button element and open button settings.
3. Set the button action to Submit order / Upsell (not “Next step” or “Open URL”).
4. Confirm the funnel/step is assigned to the correct payment provider.
5. Save and run a test checkout to confirm the button triggers a charge.

3) Upsell is charging the wrong price

Price mismatches usually occur when the upsell step is linked to the wrong product, an outdated duplicate, or a different variant.

Steps to fix

1. Go to Payments → Products and confirm the intended upsell product price.
2. In the upsell step settings, verify the step is using the correct product/variant.
3. Re-select the intended product in the step dropdown to refresh the configuration.
4. Save changes and run a test purchase to confirm the correct price is charged.

4) Customer is not redirected after purchasing the upsell

Redirect problems usually come from misconfigured post-purchase redirect settings, unpublished next steps, or an incorrect funnel step order.

Steps to fix

1. Open your Funnel and select the upsell step.
2. Open the step’s Settings / Redirect options.
3. Confirm the post-purchase redirect points to the correct next step (thank-you page, downsell, etc.).
4. Make sure the next step is published (not draft-only).
5. Save and run a test transaction to verify the redirect behavior.

5) Upsell isn’t automatically charging the customer’s card

One-click upsells typically reuse the payment method from the main checkout. If the card isn’t being charged automatically, the upsell may be configured as a separate checkout or not linked to the original transaction context.

Steps to fix

1. Confirm the upsell step is set up as a true post-purchase / one-click upsell.
2. Verify your payment gateway supports one-click upsells and is properly connected.
3. Check the upsell step payment settings to ensure it uses the same gateway as the initial order.
4. Run a full test order (test mode or test card) to confirm the auto-charge flow.

6) Upsell button is not functioning as expected

If the button doesn’t respond or behaves unpredictably, check button action settings, overlapping elements, and custom scripts.

Steps to fix

1. Confirm the button action is Submit order / Upsell.
2. Check for overlapping elements blocking the click area.
3. If you added custom code (HTML/JS), temporarily disable it and test again.
4. Preview in an incognito window to rule out cache/extensions.

7) Setting up a down-sell product

A down-sell is an alternate offer shown after a customer declines an upsell—often at a lower price or with adjusted terms.

Steps to set up

1. Create a down-sell product in Payments → Products.
2. Add a new funnel step after the upsell step and label it as the down-sell.
3. Configure the down-sell to display when the customer declines the upsell (if available in your funnel logic).
4. Attach the down-sell product to the down-sell step and save.
5. Test by declining the upsell and confirming the down-sell appears.

8) Upsell quantity or availability is incorrect

If inventory or quantity isn’t reflected correctly, product stock settings or inventory sync between your store and the funnel may be misconfigured.

Steps to fix

1. Open the product in Payments → Products.
2. Review inventory settings (stock quantity, availability, backorder options).
3. If using an external store/integration, confirm quantities match there too.
4. Save the product, refresh your funnel step, and test again.