An upsell is an offer shown in the basket, before checkout, when a customer's basket meets conditions you choose. With one click the customer's basket is updated for them: products are upgraded, added or replaced. You can have one active upsell per store at a time.
Find upsells
Select your store (property) in the bottom-left of the admin menu. Upsells belong to the store that is selected.
Go to Gifts > Upsells.
The list shows each upsell with its status and, for the last 30 days, Offers shown, Offers accepted and Conversion. These figures count a basket once per session, so use them to compare upsells rather than as exact sales.
Create an upsell
Click Create upsell and complete each section.
1. Information and status
Name: for your reference only; customers never see it.
Status: Draft (saved, not shown), Live (shown now) or Scheduled (shown between the dates you set).
Only one upsell can be live, or within its scheduled dates, at a time. To start a new one, set the current one to Draft first.
2. When to show the upsell
Add conditions to decide which baskets see the offer:
Condition | Use it for |
Product in the basket | A specific product. For a monetary voucher you can set an amount range; for a configurable voucher you can pick option values. |
Basket total | Baskets at least or at most a set value |
Delivery type | Email, post or collection |
Delivery cost | Delivery at least or at most a set amount |
Tick NOT to reverse a condition, for example "NOT product in the basket: Champagne" so the offer only shows to customers who do not already have it.
Conditions sit in groups. Inside a group, choose whether all or any conditions must be met. With two or more groups, choose whether all groups or any group must be met.
If you use a delivery condition, the offer only appears once the customer chooses a delivery method in the basket.
3. Message
Image (optional): JPG, PNG, WEBP or GIF, at least 500px wide. A landscape or square photo with the subject in the centre works best; avoid text in the image as it may be cropped.
Title (optional): up to 100 characters.
Message: up to 1,000 characters, with bold, italic, lists and links. Insert variables such as
{basket_total},{delivery_cost}or{difference}(the amount left before a "basket total is at most" limit).Button text (optional): up to 50 characters. If left blank it reads "Update my basket".
Tip: say what the customer gets, keep it to a sentence or two, and make the button describe the action, such as "Upgrade" or "Add champagne".
4. When the customer accepts
Outcome | What happens |
Remove products | The products you list are removed, and you can add others in their place |
Clear the basket | Everything is removed, and you can add products |
Only add products | Your products are added; nothing is removed |
For products you add, set the amount for a monetary voucher, or a value for every option on a configurable voucher. Events, ticket vouchers and bonuses cannot be added.
Tick Keep the personal message and valid-from date of replaced vouchers so customers do not have to re-enter their message when their voucher is upgraded.
If any product cannot be added, for example because it has sold out, the basket stays as it was and the customer sees a message.
Click Save changes.
Test with the simulator
Click Simulator at the top of the Upsells list. Nothing you do here is saved.
Choose the upsell to test. You can test a draft before it goes live.
Add products to a sample basket, and optionally a basket total, delivery type and delivery cost.
Click Run simulation.
You will see the offer exactly as customers would, what happens if it is accepted, and a green tick or red cross against each condition.
We recommend building as Draft, simulating one basket that should match and one that should not, then going Live and placing a test order.
Ideas to try
Upgrade a voucher: monetary voucher between £10 and £40 in the basket; remove it and add the same voucher at £50.
Add a treat: Afternoon Tea in the basket; only add a bottle of champagne.
Upgrade an experience: Afternoon Tea AND NOT Afternoon Tea with Champagne; swap one for the other.
Post-only extra: delivery type is Post; add a box of chocolates.
Christmas campaign: any of the above, scheduled for your festive dates.
Troubleshooting
The offer is not showing. Check the status is Live, or Scheduled with today inside the dates. Check you are testing the same store the upsell belongs to, and that no other upsell is live. Run the simulator with the same basket to see which condition is not met. If you use a delivery condition, choose a delivery method first.
The customer sees "This offer is no longer available". The basket changed after the offer appeared, or it was already accepted. Refreshing the basket shows the current offer.
A product could not be added. Check the product is live, in stock and available in that store.
My store is not in English. Set your own button text, and ask us to add "Suggested for you" to your store translations.