Support

Before contacting support

The app supports Online Store 2.0 product templates and the standard cart page. Cart drawers and vintage themes are not supported. Ecom Upsell Cross sell does not edit theme code directly; merchants place app blocks through the theme editor. Shopify displays these upsell offers after payment and before the order confirmation page. Post-purchase offers run after supported Shopify online checkout payments. Availability depends on Shopify and the payment method. Subscription offers use only existing eligible Shopify selling plans. The app does not create or modify selling plans.

• Confirm the offer is published and its schedule includes the current date.
• Confirm the trigger and recommended products are available on the Online Store sales channel.
• Open Settings in Ecom Upsell Cross sell and use the product or cart theme-editor link to place the corresponding app block.
• If a discount is expected, confirm the offer uses a percentage from 1 to 99 and the recommended item was added from the offer block.

What to include

Include the myshopify.com store domain, offer name, page or placement, expected and actual behavior, and reproduction steps. Screenshots without customer data can help. Never send Shopify access tokens, passwords, payment data, or customer personal information.

Privacy and data requests

When Shopify sends a customer data request, its JSON export is available to authenticated merchant admins on the app's Support page for 30 days. Customer redaction is processed automatically. For other privacy, security, access, correction, or deletion requests, use the support options in Shopify Admin. Review the Privacy Policy for details about processed information and retention.

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