> ## Documentation Index
> Fetch the complete documentation index at: https://help.yuko.so/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ & troubleshooting

> Fixes for the most common issues with offers not showing, discounts, and placements.

<AccordionGroup>
  <Accordion title="My post-purchase offer doesn't appear after payment">
    Work through these in order:

    1. **Is the app selected as the post-purchase app?** Go to
       **Settings → Checkout → Post-purchase page** — Shopify allows one
       app here, and Yuko must be the selected one. The dashboard Setup
       Guide's **Refresh status** confirms this automatically.
    2. **Is the upsell Active and published?** Drafts and paused upsells
       never show.
    3. **Do the trigger conditions match your test order?** See the
       trigger section of
       [Post-purchase offers](/post-purchase-upsells/upsells/post-purchase-offers#step-1--trigger).
    4. **Payment method** — Shopify skips the post-purchase page for some
       payment flows (certain wallets and third-party gateways). Test
       with a standard card payment.
    5. **Priority** — only the highest-priority matching upsell shows.
       Check [Manage priority](/post-purchase-upsells/upsells/priority).
  </Accordion>

  <Accordion title="Thank-you or checkout offers don't appear">
    These placements need their app block manually placed in the checkout
    editor (**Settings → Checkout → Customize**) — publishing an upsell
    is not enough. Checkout blocks additionally require **Shopify Plus**.
    See [Installation & setup](/post-purchase-upsells/installation).
  </Accordion>

  <Accordion title="The discount didn't apply to the accepted offer">
    The app maintains its discount function automatically. Re-save the
    upsell to force a re-sync and test again; if the problem persists,
    contact support and we'll re-sync it for your store. Also check the
    discount value follows the rules — whole numbers only, percentage
    1–100, amounts not exceeding the product price.
  </Accordion>

  <Accordion title="Accepting a thank-you offer created a second order — is that right?">
    Yes. Thank-you offers start a fresh checkout, so the purchase lands
    as a separate order. Only post-purchase offers modify the original
    order. See
    [Thank-you page offers](/post-purchase-upsells/upsells/thank-you-offers).
  </Accordion>

  <Accordion title="The offer disappeared while the customer was reading it">
    The countdown **Timer** hides the offer when it expires (default 15
    minutes). Extend or disable the timer in the Style step's Message
    section.
  </Accordion>

  <Accordion title="Revenue numbers don't match my expectations">
    Upsell revenue is attributed from Shopify order webhooks when the
    upsell purchase completes, split by placement on the Home page.
    Remember thank-you offers create separate orders, and declined or
    expired offers never produce revenue — cross-check the **Analytics**
    event log's Shown/Accepted counts.
  </Accordion>

  <Accordion title="Can I show more than one offer per order?">
    Per placement, a customer sees one upsell (the highest-priority
    match) — but that upsell can chain into **Upsell #2** after
    acceptance or a **Downsell** after decline, and each placement
    (post-purchase, thank-you, checkout) can show its own offer for the
    same order. See the funnel section of each placement's guide, e.g.
    [Post-purchase offers](/post-purchase-upsells/upsells/post-purchase-offers#funnel-upsell-2--downsell).
  </Accordion>
</AccordionGroup>

## Need help?

<CardGroup cols={3}>
  <Card title="Book a call" icon="calendar-days" href="https://cal.com/yukoteam/yuko">
    Schedule a free call with our team for personal setup assistance.
  </Card>

  <Card title="Contact support" icon="comments" href="#crisp-chat">
    Chat with us directly — we're happy to help with any question.
  </Card>

  <Card title="Install Yuko Post Purchase Upsells" icon="download" href="https://apps.shopify.com/yuko-post-purchase-upsell">
    Get [Yuko Post Purchase Upsells](https://apps.shopify.com/yuko-post-purchase-upsell) from the Shopify App Store.
  </Card>
</CardGroup>


## Related topics

- [FAQ & troubleshooting](/cart-drawer/troubleshooting.md)
- [Yuko Apps Documentation](/index.md)
- [Product upsells](/cart-drawer/cart/product-upsells.md)