Troubleshooting

Before creating a support ticket it can be a good idea to try to locate the issue yourself. Or at least – to determine where the issue is located and prepare as much as possible.

Here is a step-by-step guide on how to troubleshoot your store and prepare your support question before submitting it to us.

If you still have problems and issues after you have gone through the steps in the link above you’re welcome to get in touch with us

English: use the support form on krokedil.com

Svenska: använd supportformuläret på krokedil.se

The order update is denied by Klarna

If a customer has added one or more products to their purchase and is denied by Klarna to update the order this can be because they have exceeded their credit value with Klarna with the additional costs.

The average default allowed upsell amount is 15% of the original order. If the products added exceed this amount, the update will be denied. The percent can vary between different customer as well as in your agreement with Klarna.

We at Krokedil can not see why an order is declined by Klarna and are in these cases referring to the Klarna Merchant support.

The order update is denied by Qliro

If a customer has added one or more products to their purchase and is denied by Qliro to update the order this can be because they have exceeded the allowed upsell amount.

The default allowed upsell amount for payment after delivery (incoive) is 10% of the original order. If the products added exceed this amount, the update will be denied. This is regulated in your agreement with Qliro.

For payments before delivery (card) the limit is 300 SEK.

We at Krokedil can not see why an order is declined by Qliro and are in these cases referring to the Klarna Merchant support.

The order update is denied by Walley

If a customer has added one or more products to their purchase and is denied by Walley to update the order this can be because they have exceeded the allowed upsell amount.

The average default allowed upsell amount is 10% of the original order. If the products added exceed this amount, the update will be denied. This is regulated in your agreement with Walley.

We at Krokedil can not see why an order is declined by Walley and are in these cases referring to the Walley merchant support.

No Upsells appear

There could be more than one reason to why no Upsells appear after an order is placed:

Linked products
You are using the Linked products offer block, but have not linked your products. If no products are linked, there are no offers to display.
Different shipping
The customer have purchased only products without shipping, but your Upsell include products with shipping. Before any Upsell offers are displayed the plugin runs a check, if it then detects that the only possible Upsells require shipping it will not be displayed.
Payment method
Are there restrictions with the payment method? If the customer placed an order with direct payment (bank transfer, card…), but the payment provider only allow Upsells on non direct payments (invoice, account…), no Upsell offers will be displayed.