Troubleshooting Checklist
1. How to Properly Test a Post-Purchase Offer
Preview Mode vs. Real Checkout Orders: Using the Preview / Customise screen in Loop Admin lets you test visual layout, copy, and branching clicks (Pay now / Decline), but it is a visual sandbox - no Shopify order is modified and no subscription is created. To verify end-to-end order mutation and subscription creation, you must place a real test order on your store using a real credit card (or Shopify Bogus Gateway in test mode where supported by Shopify Post-Purchase extensions).
2. My Post-Purchase Offer Did Not Appear After Checkout
Check the following in order:
Shopify Checkout Settings: Go to Shopify Admin → Settings → Checkout and verify Loop Subscriptions is selected under Post-purchase page.
Flow Status: Ensure the offer flow's status badge in Loop is Active (not Inactive).
Targeting Conditions: Check Step 2 of your flow. Remember that multiple Condition Blocks use
ANDlogic - if Condition #1 and Condition #2 cannot both be true at the same time, the flow will never fire.Payment Method / Currency: Confirm you checked out in your store's default currency using a credit card rather than an unsupported express wallet or manual payment method.
3. Combined offer duration exceeds configured checkout delay
If Primary offer timer (Expires after) and your longest enabled Follow-on offer timer (On accept or On decline) is greater than your store's Delay checkout orders setting, then post purchase offer won't be visible to your customers.
Resolution: Either lower the Expires after minutes on your Primary/Follow-on offers or increase your delay window in Settings → General → Delay checkout orders.
Frequently Asked Questions (FAQs)
Q: Can I run multiple post-purchase offers on a single order?
A: Yes. Each offer flow supports up to two sequential offers per customer checkout: a Primary offer followed by either an On accept offer (if they accepted the Primary) or an On decline offer (if they declined the Primary).
Q: What happens if a customer closes the browser tab while on the post-purchase offer page?
A: Their original checkout order is already paid and confirmed! Closing the tab simply declines the optional post-purchase offer. Once your configured Delay checkout orders window passes, Loop processes their original order normally.
Q: Will customers be charged a second shipping fee if they accept a post-purchase offer?
A: By default, Free shipping is applied to post-purchase offers, so customers pay $0 in additional shipping.
If you want to charge for shipping (for example, for heavy add-ons), switch Post-purchase shipping fee to Charge for shipping and set a flat amount.
This shipping charge applies only to the post-purchase order. For any subscription created, future recurring orders follow the shipping profile configured in your store’s shipping profile.
Q: What is the difference between "Upgrade to subscription" and "Subscription upsell"?
A: Upgrade to subscription targets customers who bought a one-time item at checkout and converts that one-time purchase into a recurring subscription.
Subscription upsell targets customers who already bought a subscription at checkout and upgrades that subscription to a larger quantity, different frequency, or higher-tier product.
Q: Can I select multiple products in a single offer?
A: Upgrade to subscription: Yes. You can select variants across multiple parent products in a single offer, provided those products share a common selling plan and frequency.
Cross-sell: You can select multiple variants of a single parent product per offer slot.
Subscription upsell: You can select multiple variants on the Current subscription trigger side, and you select one specific target variant on the Upgrade to side.
Q: Why does my order show as partially refunded?
A: This can happen when a customer accepts a subscription upgrade or upsell in the post-purchase flow.
To apply the change, the original line item is refunded and a new line item with the updated subscription is charged. This keeps the order accurate for both the customer and your reporting.
As a result, the order may show a partially refunded status.
Q: Can I use different offer templates for my Primary offer and my Follow-on offers?
A: Yes! Every slot (Primary offer, On accept, On decline) has its own independent Offer Type selector and its own visual layout in the Offer Page Customiser.
Q: Can I upload a different promotional image or GIF for mobile shoppers?
A: Yes. Both the Image or GIF sections in the Offer Page Customiser include dedicated Desktop image or GIF and Mobile image or GIF upload slots. If you leave the mobile slot empty, the desktop asset will be used automatically.
Q: How do translations work for post-purchase offers?
A: Loop supports translations for all the languages enabled in your store.
To manage translations:
Go to Settings → Multilingual → Post-purchase
Select a language from the dropdown
Click AI translate to generate translations
You can also manually edit any label to override the default translation.