Encourage customers to add an additional product to their order post-checkout, either as a one-time or on a recurring basis, with Recharge's flow structure to create personalized, time-sensitive offers that align with your brand and enhance the customer experience.

This guide explains how the Post-Purchase Cross-Sell experience works, and how you can configure the experience in your store.

How it works

When a customer accepts a Post-Purchase Cross-Sell after the initial checkout, Shopify adds the product to the same order instead of creating a new one. The customer is charged separately for each item, once for the initial purchase and again for the cross-sell. Shopify initially sets the order status to On hold, and it switches to Unfulfilled after the customer accepts or declines the post-purchase offer, or after an hour passes with no option chosen.

Key features

Offer customers products after they've made their initial purchase

Encourage customers to purchase an additional product, either as a one-time purchase or on a recurring basis, without going through the checkout again. Show all of your customers the cross-sell product, or set up specific conditions so that only certain customers can access the offer.

Automate and personalize the experience for customers

Use Recharge’s flow structure to configure a Post-Purchase Cross-Sell experience for customers, and display a relevant product for purchase after a customer completes their checkout order. Add a timer to increase urgency, and let customers know this offer isn’t always available. You also have the option to customize the post-purchase page to match your brand’s tone, ensuring a seamless experience for your customers.

Follow-on offers

Display a second cross-sell offer to customers after they accept or decline the first offer. Recharge presents multiple cross-sell offers to customers in sequence, ensuring a seamless experience for the customer. Use follow-on offers to personalize the shopping experience, and maximize revenue without overwhelming customers.

A/B testing and analytics

Pro or Custom stores can use A/B testing and analytics to build segmented experiences and monitor their success once activated.

Add the A/B test node to your Post-purchase cross-sell experiences to send customers down two random paths, each configured with different cross-sell incentives. For example, you could offer:

• Different cross-sell product or variant options
• Different product discount amounts
• Different subscription types for your cross-sell products
• Free shipping to only one group of customers

You can then review your Performance analytics to determine which incentives perform better and fine-tune future experiences with accurate customer feedback and insights.

Use cases

The Post-Purchase Cross-Sell feature is a great way to target existing customers who recently purchased from you. Review the following use cases to understand when the Post-Purchase Cross-Sell feature is the most effective:

Set-up instructions

See How to build a Post-Purchase Cross-Sell strategy for detailed set-up instructions.

Performance analytics

Pro or Custom merchants can monitor the success of a Post-Purchase Cross-Sell experience using performance analytics. The following metrics are available under the Performance tab on the Post-purchase page in your Recharge merchant portal:

Activity tab

Review the Post-Purchase Cross-Sell Activity tab to understand how customers interact with your post-purchase offers on an order level, and see a breakdown of the total cross-sell value per order.

Use this data to analyze customer behavior patterns and optimize cross-sell strategies for future offers.

Considerations

Consider the following when configuring and using the Post-Purchase Cross-Sell feature:

Resources

See the following resources below for additional information:

• How to build a Post-Purchase Cross-Sell