FAQ & troubleshooting
Answers to 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. Offers also render only for orders that can still change – a cancelled or completed order, or one whose payment was refunded or voided, shows the normal order confirmation page instead. The Health check catches the most common causes.
Can I offer more than one product?
Each customer still sees one product. A campaign can use one fixed product or select one usable product from a Dynamic Product Group or an included cross-selling. Use several campaigns for different offers; the best-matching campaign is shown – the most specifically targeted campaign wins, with Priority deciding between equally specific ones. If its source has no usable product, the next-best campaign is considered. See Choosing the offer.
Does accepting create a new order?
No. The item is added to the order the customer just placed, and Shopware recalculates the total. There is no second order. For PayPal wallet orders without a saved payment, the customer confirms a positive add-on amount at PayPal if this option is enabled. For the PayPal card method, an add-on offer is shown only with a saved card. See Payment methods & failure cases.
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 – the customer must accept or decline the offer to continue.)
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 cards through other providers (Stripe, Mollie, Klarna)?
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 the PayPal card method (ACDC)). See Payment methods & failure cases. After installation, the Revenue potential tab shows the share of your orders with a supported payment method – see Analytics → Revenue potential.
My PayPal offer always asks for the quick confirmation.
The customer has no saved PayPal payment, or vaulting is off in SwagPayPal. For customers with a saved PayPal payment, the extension uses the silent recharge. See PayPal setup.
I changed a campaign while an offer was open.
The open offer keeps the exact product already issued to that customer. The extension rechecks current availability and the campaign's quantity, discount and price when the customer accepts. If the displayed terms no longer match, acceptance fails safely. Deactivate the campaign first if open offers must no longer be accepted – see Campaigns.
Support
For help, contact support@commercewerk.de or visit commercewerk.de/en/docs/shopware/post-purchase-upsell.