How to set up Customer Portal Cross-Sell

Customer Portal Cross-Sell, when used with Affinity 2.0, allows you to create targeted cross-sell experiences. Instead of showing the same products to every customer, you can configure multiple cross-sell flows based on customer attributes, subscription data, or product conditions. This helps you create more relevant product recommendations and control which offers appear in different areas of the customer portal.

Before you start

• You must use Affinity 2.0 as your customer portal option to enable cross-sells.
• Customer Portal Cross-Sell requires the Allow customers to add extra products to their next order setting, found in the Cross-sells, adds, & swaps section of your customer portal settings. Enabling a cross-sell flow automatically enables this setting if it's off. Disabling this setting disables your cross-sell flows.

How it works

Customer Portal Cross-sell uses flow-based configurations to control which products appear in cross-sell carousels within the customer portal. Each flow combines audience conditions with product recommendation settings to determine when a customer sees a specific offer.

Each carousel can contain up to three flows at one time. If no flows are configured, the customer portal continues using the existing cross-sell experience.

Step 1 - Access Cross-sell and Upsell settings

Customer Portal Cross-sell is managed from the Cross-sell and Upsell section of the merchant portal.

1. In the merchant portal, click Cross-Sell & Upsell.
2. Select Customer Portal Cross-Sell under Subscription management.

3. Click Create new. 

   

Step 2 - Configure the audience conditions

Audience conditions determine which customers qualify for a cross-sell flow. Before configuring conditions, decide whether you want to target all customers or specific customer groups.

1. In the setup guide, open the Review your audience section and click the pencil icon.
2. You can keep the settings as is to display the cross-sell offer to all customers, or click Add under Edit trigger to set conditions so the offer displays only to certain customers.
3. Select the condition type you want to target under Object, such as Customer, Subscription, Shipping address, or Line item. See the chart below for a list of available attributes and operators per condition type. Enter or select the value to match.
4. Optional - Click Add or Or to create different conditions.

5. Click Apply, then Mark as done & continue to save your changes.

   

Step 3 - Choose the products to cross-sell

Choose which products to display in the cross-sell carousel.

1. Open the Review & customize cross-sell section, then click the pencil icon.
2. Select one of the following cross-sell product options:
   • Best seller products: Uses your store analytics to show best-selling products.
   • Recommended products: Uses the products in a customer's subscription to determine which products to show.
   • Specific products: Lets you choose specific products, variants, and plans.
   • Products from Recharge Collections: Shows products from selected Recharge Collections.
   • Products with Shopify tags: Shows products with selected Shopify tags.
3. Set the Purchase option to determine if you want customers to buy the cross-sell product as a subscription, one-time product, or both.
4. Select the number of products to show in the carousel. You can show 1-12 products.
5. Optional: Enable other variants of the same product to recommend alternate flavors, scents, sizes, or pack options for products the customer already subscribes to.
6. Confirm if you'd like to display other variants of the current subscription product as a cross-sell option
7. Optional - Depending on the product option you choose, you may need to choose a sort order.

8. Click Apply and select Mark as done & continue.

   

Step 4 - Name the cross-sell offer

The offer name helps you identify the flow when assigning it to a carousel. Use a clear name that describes the audience, product source, or intended placement.

1. Enter a name and description for the cross-sell offer.
2. Click Mark as done.

Step 5 - Add the cross-sell carousel in Affinity

After creating the offer, add the carousel to the customer portal layout in Affinity. Affinity 2.0 supports cross-sell carousels in the main and right columns.

1. Open the Finish setup by reviewing & customize the experience section.
2. Click Review & Customize to open the customer portal layout editor.
3. Click the Main column or the Right column, depending on where you want the cross-sell offer to display.
4. If it's your first time creating a cross-sell offer in the customer portal, click Add a section to add the Cross-sell carousel to the builder. Otherwise, locate the Cross-sell carousel block from the list of blocks that opens.
5. Drag and drop the carousel block to the preferred location. 
6. Optional - Click the Cross-sell carousel block and update the Heading text to change the text displayed for the cross-sell offer.

7. Click Done when finished editing the customer portal.

   

Each carousel can use up to three cross-sell flows. If a customer qualifies for more than one flow, the highest-priority flow runs first. You can edit the Cross-sell carousel block in the Affinity 2.0 editor to change the cross-sell offers displayed.

1. Click on the Cross-sell carousel block in the customer portal editor.
2. Drag and drop the cross-sell offers to your preferred order under Cross-sell.
3. Optional - Click the trash can icon to delete any offers. 
4. Click the Add cross-sell drop-down to add additional offers.

5. Click Done to save your changes.

   

Manage the flows in a carousel

Each carousel can use up to three cross-sell flows. If a customer qualifies for more than one flow, the highest-priority flow runs first. To change which offers a carousel shows, or their priority:

1. In the customer portal editor, click the Cross-sell carousel block.
2. Under Cross-sell, drag and drop the offers into your preferred order.
3. Optional: Click the trash can icon to remove an offer.
4. Optional: Click the Add cross-sell drop-down to add another offer.
5. Click Done.

Considerations

Consider the following when using Customer Portal Cross-Sell: