Can you think of a solution where customers stop making the upsell purchase on accident? about 10-15% of upsells are canceled because customers didn't mean to buy. We even use the message fields to ensure customers understand its a second order. This creates extra work for us to cancel orders and not accidentally ship two orders to customers.
Hey Lamborghini thanks for leaving a review. We looked into your upsell offers and discussed this with the team to see about avoiding the high refund rate you are experiencing and we have a few recommendations for your offers...
First, if you're going to offer one more of the same product then it's important to make it super clear that this is in addition to what they've already purchased. We can see you're doing some of that already! But a more clear headline that says something like, "Thank you for your order, your order is complete".
We also recommend offering an upsell product that costs less than the original product they bought. Some may refund due to buyers remorse after seeing the final price of what they just bought. For example a wine glass set.
If you are going to offer the same thing as they just bought, since it's a higher price point some more left right content explaining the offer and how it's in addition to the original order would be helpful.
Give that a shot and see if refunds come down.
Recently OCU has merged with Shopify, which at first was very exciting for us. Unfortunately, after discovering the app for 5-10 minutes our team quickly realized that the integration is far from being a well-developed Shopify App. The post-purchase page has very little customization. It's so basic, you may think that it's spammy and only something drop shipping stores might use. I do not recommend this app. I will re-review once the company emails me with significant updates as I am truly excited to hopefully see a strong customization function. Brands.. Need to stay on brand. Good luck.
Hey PaliRoots sorry to hear you're disappointed with the app. Unfortunately the features you're talking about aren't a limitation of OCU, they're a limitation of what Shopify allows. They do this so that the offer pages are more consistent with Shopify checkout and less promotional. We worked really hard to get as much flexibility in there for the reasons you listed...but ultimately it was up to them to limit it to what you see. That all being said, we have actually seen an increase in conversion with these new, faster offer pages. Plus we will be adding new functionality within the Shopify guidelines as Shopify allows. We hope you'll not only revisit this review with this new insight but you'll also give OCU a shot to see if it can still help you boost your AOV.