When no offer shows

Most of the time an offer that did not show is Ovation doing what it was set up to do, or Shopify skipping the post-purchase page for that order. The quickest way to tell which is to look the order up.

Look the order up first

In Ovation, open Orders and type the order number into Find an order. The order’s page shows whether it could reach the post-purchase page at all, what Ovation did, and, under How Ovation decided, every question it asked your offers: which offers were considered, which trigger missed, and whether a date, an order-value bound or the plan cap held one back. Ovation can look up any of your orders, however old.

To try one offer on a past order, open the offer, click Walk through it and use Try it on a real order.

Ovation is not turned on for the post-purchase page

Shopify only shows the post-purchase page of the app your store picked in Settings → Checkout, on the Post-purchase page card. If it is another app or none, no offer shows on the post-purchase page. Ovation’s Home page says so under What needs you. Your Thank you and Order status blocks are not affected: they show offers either way. Getting started has the steps.

Shopify skipped the page for this order

Shopify does not show a post-purchase page, from any app, on every order. It skips an order when the customer:

• paid with a wallet, such as Apple Pay, Google Pay, Amazon Pay or PayPal;
• paid in installments, with a service such as Klarna, Affirm, Afterpay or Shop Pay Installments;
• paid with a gift card;
• paid some other way than by card, such as cash on delivery or a bank transfer;
• chose local delivery;
• placed an order under $0.50;
• ordered through a sales channel other than your online store, such as point of sale, a draft order or a subscription renewal;
• was charged duties in a currency other than your store’s.

Shopify also skips some orders it was too busy to create straight away, and orders paid through some payment providers, such as Braintree. Shop Pay Installments is on that list, but Shopify does not list Shop Pay itself. Shopify’s own list is on its developer site.

Analytics, on the Store orders tab, shows how many of your own orders could reach the post-purchase page, and which of these reasons stopped the rest. Some of them cannot be read from an order, such as local delivery, or Klarna, Affirm or Afterpay connected as their own payment provider. Those orders count as able to reach the page, so that number is an upper limit.

No offer matched the order

• Nothing in the order triggers it. Unless it is set to After every order, an offer shows only when the order holds one of the products or collections under When they buy. A collection trigger uses the products the collection held when Ovation last checked it: see Settings, Collections. In a collection of more than 2,000 products, only the first 2,000 count.
• A condition did not match. Every condition set under Show it when has to match, including the order value, the countries, the language and the dates. On the Thank you and Order status pages, Order value never matches an order paid in a currency other than yours. With Share of customers set, some customers are left out on purpose.
• The offer is paused or outside its dates. When every offer is, Home says Nothing is being offered.
• The offer’s trigger was deleted in Shopify. When every product and collection that triggered an offer is deleted, Ovation pauses the offer and the offers list shows No trigger. Open it, pick a new trigger under When they buy, and turn it back on.
• The offer is turned off for that page, under Where it shows.
• Another offer came first. Only one offer shows on a page: the first one in the checking order that matches. An offer set to After every order that is checked earlier matches every order its conditions allow, so the offers checked after it show only when it does not. Reorder, on the offers list, changes the order.

The offer had nothing left to offer

• An offer set to Skip it does not offer a product the customer just bought, and every offer starts that way. If that product was the only one in the offer, there is nothing left to show. Choose Offer it again on the offer to offer it anyway.
• The offer’s products were deleted in Shopify. When every product an offer sold is deleted, Ovation pauses the offer and the offers list shows Nothing to offer. Open it, pick a product under What it offers, and turn it back on.
• A product is dropped from an offer as soon as Shopify says it cannot be bought. When an offer that is turned on and has not ended has nothing left in stock, Home warns you, the offers list shows Nothing left in stock in place of Active or Scheduled, and the offer's own page says so too. A paused or ended offer keeps its Paused or Ended word on the list. When only some of its products are out of stock, the offer's page names them.
• The offer’s products are Draft or Archived in Shopify. Shopify sells a Draft or Archived product on no channel, so Ovation drops it from every offer until it is Active again. When an offer that is turned on and has not ended has no product left that is Active and in stock, Home warns you and the offers list shows Draft or Archived, or Draft, Archived or sold out when the rest are sold out. When only some of its products are Draft or Archived, the offer’s page names them. Set the product to Active in Shopify to bring it back.

The free plan’s cap was reached

On the free plan, once the free days after install are used up, offers on the post-purchase page pause when the store has shown as many as the plan covers in the rolling window, and Home says Post-purchase offers are on hold under the free plan's cap. The Thank you and Order status blocks are not counted and keep showing. The Orders page marks those orders Held back. Paid plans never pause. Plans and billing explains the window.

Only some of an offer’s products showed

Shopify caps how many post-purchase offers can follow one another. When each product follows a no, a customer sees at most 3 in a row: after declining 3, they go on to their order confirmation, and anything further down the list is never shown. In the offer form, a product marked Never shown has nothing leading to it: see Creating an offer. A product Shopify will not sell on that order, such as one that sold out a moment ago, is skipped before the customer answers and does not count toward the 3: the next product shows in its place.

Nothing on the Thank you or Order status page

• The block has to be placed in the checkout editor first. In Ovation, Settings then Blocks on your pages says Block not placed yet on the line of a page an offer runs on until it is. Not used there means none of your active offers runs on that page: turn the page on under Where it shows in the offer.
• An offer that sets Ships to never shows on these two pages.
• An offer that sets Order value never shows on these two pages for an order paid in a currency other than yours. To test it, place the order in your own currency.
• A product you sell on subscription only never shows on these two pages, because a cart link cannot carry a subscription.
• A product the customer declined on the post-purchase page does not come back on these two pages, and when they declined every product of the matching offer, the block stays empty. To see the block while testing, use an offer with no countdown, place an order and leave the post-purchase page without answering.
• An offer with Show a countdown on the offer on is skipped on these two pages once the customer saw its countdown on the post-purchase page. If another offer matches the order, that one shows instead.
• Only orders placed through your online store’s checkout have a Thank you page. Point of sale orders, draft orders and subscription renewals do not.
• A cancelled order shows no offer on these two pages.
• A customer buying for a company, on a B2B order, sees no offer on these two pages.

Showing Ovation on four more pages covers placing the blocks.