FAQ & troubleshooting

Answers to the most common questions about offers, payments, and how the offer page behaves, plus where to start when an offer does not show.

The offer is not showing. Why?

Check, in order: the master switch is on; the campaign is Active and within its valid-from/until dates; the order's payment method is in the campaign's Allowed payment methods; the order matches the trigger and the value / customer-group / shipping-country filters; at least one sales channel is selected; and the offer link has not expired. The Health check catches the most common causes.

Can I offer more than one product?

Each campaign offers one product. Use several campaigns with priorities for different offers; the highest-priority matching campaign is shown (and if its product is out of stock, the next-highest match is shown instead). See Choosing the offer.

Does accepting create a new order?

No. The item is added to the order the customer just placed, and the total is recalculated through Shopware's own engine. There is no second order. PayPal may ask for one additional approval when no vaulted payment can be used.

What happens if the customer closes the tab on the offer page?

Nothing is added and their original order stands exactly as placed. (There is no automatic redirect in that case: only clicking add or no thanks moves them on.)

Can I change the look of the offer page?

Yes. Keep the built-in page or assign a custom Shopping Experiences layout per campaign, see Offer page design.

Can I run upsells on credit-card / Stripe / Mollie / Klarna orders?

Not in this version: those are not re-charged automatically. Restrict campaigns to the supported methods (invoice, prepayment, cash on delivery, direct debit, PayPal). See Payment handling.

My PayPal upsell always asks for a second approval.

The customer has no saved (vaulted) PayPal payment yet (for example a first-time PayPal buyer), or vaulting is off in SwagPayPal. A vaulted customer is charged silently instead. (Whether a live silent charge succeeds also depends on your PayPal-account setup, see PayPal setup.)

I changed a campaign's price and a customer was charged the new one.

A campaign's terms are read when the customer accepts, not when the offer is shown. Deactivate a campaign before reworking its product/price/discount, then reactivate it, see Campaigns.

Support

For help, contact support@commercewerk.de or visit commercewerk.de/docs.