Getting started with Post-purchase cross-sell
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.
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration
Before you start
- Post-purchase cross-sell is available to merchants on Recharge Pro or Custom plans.
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.
Use cases
The Post-purchase cross-sell feature is a great way to target existing customers who've recently made a purchasing decision on your storefront. Review the following use cases to understand when the Post-purchase cross-sell feature is the most effective:
Use case |
Description |
| Offer product accessories |
Target customers who purchase a specific product with additional product accessories at a discounted amount. For example, offer customers who purchased a camera additional accessories, such as a camera bag or a specific lens. |
| Convert to subscription |
Offer customers subscription products at a heavily discounted rate. For example, offer customers the subscription version of a one-time product at a discounted amount on their first order. |
| Advertise seasonal or special occasion products |
Tailor cross-sell recommendations to the season or special occasions. For example, after a clothing purchase, suggest accessories or seasonal items like scarves, hats, or event-specific pieces. |
Enable post-purchase cross-sell
You can access the post-purchase cross-sell feature as soon as you enable the Grow package.
- Select Grow from the navigation menu in the merchant portal and click Post-purchase.
- Click Get started and then Create a post-purchase cross-sell to build your first post-purchase cross-sell experience.
Set-up instructions
See How to build a Post-purchase cross-sell strategy for detailed set-up instructions.
Performance analytics
Recharge provides you with performance analytics so you can monitor the success of your post-purchase cross-sell opportunity. The following metrics are available under the Performance tab on the Post-purchase page in your Recharge merchant portal:
Metric |
Definition |
|
Total Revenue |
The total revenue generated from products successfully cross-sold during checkout. |
| Impressions |
The number of unique checkouts where the cross-sell app block appeared. Recharge does not count a checkout twice if refreshed. |
|
Total Post-purchase Line Items |
The total number of individual line items added to an order via the post-purchase offer. |
|
Total Post-purchase Orders |
The total number of successful post-purchase offers added to orders. |
|
Conversion Rate |
The percentage of customers who were shown the post-purchase cross-sell offer and added the product to their order. Formula: (Total Post-purchase Orders / Impressions) * 100 |
| Avg Post-purchase Value |
The average dollar value of orders that added a post-purchase product. Formula: Total Revenue / Total Post-purchase Line Items |
| Performance by product |
This table displays the total revenue associated to all of the times each product was purchased after checkout. |
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:
Consideration |
Notes |
| Bundles | Post-purchase offers are not compatible with bundles at this time. |
| Limits on the number of subscriptions a customer can purchase | Due to a Shopify limitation, customers can only purchase one subscription item between their checkout and the post-purchase orders.
|
| Post-purchase offer does not display | There are instances where the post-purchase offer may not display:
|
| One-time post-purchase offers may not display in Recharge |
One-time products added during the post-purchase experience may not display in the order details on Recharge. This is due to a Shopify limitation. Review the order in Shopify to see the complete order summary. |
| Third-party fulfillment services | Recharge works with third-party fulfillment apps since Shopify sets orders with post-purchase offers to On hold until customers reach the Thank You Page or after one hour, and then updates the required variables for fulfillment. See How do post-purchase orders work with third-party fulfillment logistics? for detailed information. |
| Payment declined issues | On occasion, customers may see a payment declined message for post-purchase offers. Typically, the item is added to the order regardless of payment success and Shopify notifies the customer with a link to complete payment. See Handling payment declines for post-purchase offers for more information. |
Resources
See the following resources below for additional information:
