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 for different offers; the best-matching one is shown – the most specifically targeted campaign wins, with Priority deciding between equally specific ones (and if its product is out of stock, the next-best 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. A PayPal wallet order may ask for a quick confirmation at PayPal when no saved payment can be used; a card order is offered only when a card is saved.

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 recharged automatically. Restrict campaigns to the supported methods (invoice, prepayment, cash on delivery, direct debit, PayPal Wallet and PayPal credit/debit card). See Payment handling.

My PayPal offer always asks for the quick confirmation.

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 gets the silent recharge instead. This is the PayPal wallet behaviour: the card method (ACDC) is saved-card only, so an unsaved-card order is not offered the upsell rather than asked to approve. (Whether a live silent recharge succeeds also depends on your PayPal-account setup – see PayPal setup.)

I changed a campaign's price while an offer was open.

The extension rechecks campaign terms when the customer accepts. If the amount or quantity no longer matches what was shown, the accept fails safely. 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/en/docs/shopware/post-purchase-upsell.