Build a Post-purchase cross-sell strategy and 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.

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Before you start

• Post-purchase cross-sell is available to merchants on Recharge Pro or Custom plans.

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Step 1 - Access the Post-purchase page

Access the flow canvas in your Recharge merchant portal:

1. Select Grow from the navigation menu in the merchant portal and click Post-purchase.
2. Click Create new and then Get started to open the flows canvas.
3. Click Manage settings to add a name and description to the cross-sell experience.

The flow canvas contains two nodes, the trigger node, and the cross-sell node:

• The trigger node determines what customers can access the cross-sell product
• The cross-sell node where you select which products you want to highlight to encourage customers to subscribe to more products

You can customize each node to personalize the cross-sell experience.

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Step 2 - Configure the trigger node

By default, Recharge displays the cross-sell opportunity to all customers immediately after they complete their checkout purchase. You can set conditions on the trigger node so that only customers who meet your criteria are shown the cross-sell product.

You can configure the trigger node to check for specific instances on a customer’s order to see if the cross-sell experience should apply to them. You can configure the trigger node to check for the following:

• Check if any item in the cart contains a specified product
• Check if any item in the cart is part of a specific Recharge collection
• Check if a specific discount code was used at checkout
• Check if any item in the cart is a subscription

If a customer meets the conditions configured in your trigger node, the trigger node result is a yes, and Recharge will display the post-purchase offer. If customers do not meet the conditions, they won’t see the post-purchase offer.

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Step 3 - Configure the cross-sell node

After setting the conditions in the Trigger node, you must select set the cross-sell product using the cross-sell node:

1. Click on the cross-sell node to open the editor.
2. Click Add a product and select the product customers will see after completing their checkout order.
3. If your product has multiple variants, you can select the specific variant to show to customers or allow customers to choose the variant under How are variants selected.
   
4. Under Purchase options, select if customers can purchase the cross-sell product exclusively as a one-time purchase, a subscription, or sell the product as either a one-time or subscription product, and give customers the flexibility to choose their own purchase option.
5. While not mandatory, you can offer customers a discount on the cross-sell product using the Enter a discount field. This discount only applies to the first purchase, and not on recurring orders if the product is available as a subscription.
6. You can also choose if you want to offer the discount instead of the subscribe and save discount set for subscription products, or on top of the subscribe and save discount.
7. Configure your shipping settings under Post-purchase shipping fee. You can either offer customers free shipping, or set a shipping fee for their post-purchase order.
   
8. Check the Show timer box under Display Options to display a countdown timer notifying customers of how much time they have to take advantage of the cross-sell offer. You can edit the timer text, plus the length of timer customers have to purchase the cross-sell offer when customizing the post-purchase page.
9. Click Apply to save your changes.
   

Before applying your changes, you can click Customize post-purchase page to update the look and feel of the post-purchase offer to match the store’s branding.

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Step 4 - Customize the post-purchase page

After configuring the cross-sell offer, you can customize the post-purchase page where customers see the available offer after completing their checkout order:

1. Click Customize post-purchase page to open the page builder.
2. Use the rich text editor to easily customize the font size, color, styling, and positioning for the following sections:
   • Header: Update the header to let customers know about the cross-sell opportunity.
   • Timer: Update the timer description and the time customers have to make a purchasing decision
   • Offer text: Update the text that describes the post-purchase offer to customers
   • Purchase options: Update the text communicating the available purchase options, such as the variant and frequency selection labels.
     • Note: The rich text editor is not available for this section.
3. Click Done to save any changes.
4. Click Apply.

Available variables

The post-purchase page uses the following variables to personalize the customer experience:

• {{product_title}} - The title of the product selected to cross-sell on the post-purchase page.

• {{post_purchase_discount_percent}} - The post-purchase discount configured in Recharge. Customers see the post-purchase discount whether you've chosen to combine it with a subscribe and save discount. Be sure to remove this field if your post-purchase discount is 0.

• {{timer}} - The time in minutes before the post-purchase offer expires.

• {{total_amount}} - The total amount the customer will pay to accept the post-purchase offer, including taxes and shipping.

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Step 5 - Save and activate the cross-sell experience

1. Click Save in the top right corner to save the cross-sell experience.
2. Click Activate Flow when you’re ready to go live with the experience, and present customers with a cross-sell product after their checkout purchase.

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Step 6 - Enable post-purchases in Shopify

You must configure your Shopify settings to allow post-purchase options after a customer completes their checkout order:

1. Log in to your Shopify admin.
2. Click Settings and select Checkout from the Settings navigation menu.
3. Locate the Post-purchase page section and confirm that Recharge Subscriptions is enabled.
4. Save your settings if necessary.

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Optional - Configure multiple flows

You can create multiple post-purchase cross-sell opportunities to target different segments of customers. Recharge only displays one post-purchase option to customers after they finish checking out, even if they meet the criteria for multiple offers. 

Reorder the post-purchase cross-sell experiences by priority to determine which experiences should be executed first. For example, you may want to set your experience that has the most conditions as the top priority to target a narrower, more defined customer segment.

Update the flow priority from the Post-purchase page in your Recharge merchant portal:

1. Select Grow from the navigation menu in the merchant portal and click Post-purchase.
2. Click Reorder priority.
3. Drag and drop the flows into your preferred order.
4. Click Save order to update the priority. 

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Expected outcome

After following the steps in this guide, you can now offer customers one-time or subscription products after they complete their initial checkout order.

 

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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. If a customer checks out with a subscription product, the post-purchase strategy only displays a one-time product, if available. If a customer checks out with a one-time product, they can purchase the post-purchase product as either a one-time product, or a subscription product.
Post-purchase offer does not display	There are instances where the post-purchase offer may not display:  Minimum order amount: The check out order must cost at least $0.50 for the post-purchase experience to trigger.  Duties and multi-currency: Post-purchase offers will not display on orders with duties or multi-currency. If the customer checks out using a currency that is different from your stores default currency, Shopify will not display the Post-Purchase offer. Local delivery: Post-purchase offers will not display on orders for local delivery. Delays in order creation: During high-demand events such as Black Friday sales, when the Shopify platform is very busy, our system may focus on quickly capturing orders, which might slightly delay order creation. As a result, post-purchase offers 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.

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Resources

• Getting started with Post-purchase cross-sell