Support

Contact

Email support@upsellano.com with your store's myshopify.com address and a short description of the problem. Screenshots help. We aim to respond within 2 business days. Support is provided by email, in English.

For privacy questions, data requests or security concerns, write to privacy@upsellano.com. If you are a shopper, please contact the store where you shopped first: the store decides how its customers' data is used, and we help it respond.

Please don't send passwords, access tokens or card details by email. We will never ask for them.

Getting started

After you install, the app opens on Home with a three-step setup guide:

1. Create your first offer. Choose quantity breaks, a bundle, an upsell, a mix & match set or cart goals, pick products and set the discount. The preview shows how it will look.
2. Show it on your store. Each feature page has a link that opens the theme editor with the app block ready to add. Add it where it fits, usually above the Add to cart button, and save.
3. Publish. Discounts apply automatically in the cart and at checkout.

Nothing changes in your store until you turn a feature on and add its block. The blocks need an Online Store 2.0 theme.

Troubleshooting

The widget doesn't show

Check that the feature is on, the offer is published, the block is added and saved in the theme editor, and the product is part of the offer.

The discount doesn't apply

Check that the offer is published and the cart meets the tier or completes the set. Quantity break, bundle, upsell and mix & match discounts don't combine with each other: when a cart qualifies for more than one, Shopify applies the one that saves the shopper more for the whole cart. A cart goal reward can apply on top.

The block is in the wrong place

Drag it above the Add to cart button in the theme editor. Quantity breaks set the quantity that your theme's button adds.

Analytics look low

Views, interactions and add to cart counts are storefront estimates, counted only when Shopify's customer privacy settings allow analytics for the shopper.

Plans and attributed revenue

Attributed revenue measures your plan usage. We never move you to a higher plan without your approval: you choose and approve any plan change on Shopify's confirmation page. A paid plan you approved renews every 30 days, after its 14-day free trial, until you change or cancel it. Every feature is on every plan. Plans differ only by attributed revenue per billing cycle: the value, after discounts and before taxes, net of refunds of those items, of paid order lines from Upsellano's quantity breaks, bundles, upsells and mix & match offers. Thresholds are in USD.

• You see a notice at 80% of your plan. Nothing is restricted during a billing cycle.
• If a completed billing cycle went over your plan, you have 7 days to upgrade (once per overage period). After that, only creating, duplicating, publishing and resuming offers and starting A/B tests are paused until you upgrade or a billing cycle ends within your plan. Live offers and running A/B tests keep working.
• Plan limits are measured in USD. If your store's currency isn't USD, each attributed order is converted to its USD equivalent at the exchange rate recorded for it (a daily reference rate for its payment date); refunds use the same rate. Until an order's rate is recorded, it isn't compared with your plan and never restricts you.
• Billing is handled by Shopify. You can see and change your plan on the Plan page in the app. Charges appear on your Shopify bill.
• Cancelling a paid plan, or uninstalling, stops future renewals. It doesn't by itself refund the current billing period. If you think you were charged twice or charged in error, email us with your store address and the charge date; we review each case. Details are in the Terms of Service.

Uninstalling and your data

When you uninstall, the app's discounts stop applying and its blocks stop showing. Shopify asks the app to delete your store's data about 48 hours after uninstall, and we then delete the data the app holds for your store (support emails are kept as our Privacy Policy describes).

The app has no general export button. If you want a copy, email us before you uninstall: we'll send you the personal data the app holds for your store as a CSV file and tell you what other data we can provide. We don't export your data automatically, and once deletion has started we can't guarantee that it can be recovered.

Upsellano doesn't request or store shopper names, email addresses, phone numbers or physical addresses. Storefront analytics are stored as aggregated daily counts with no shopper identifiers, and are sent only when Shopify's customer privacy settings allow analytics. Data isn't sold or used for advertising. Details are in the Privacy Policy and the Data Processing Agreement.