In Plug&Pay, you can use upsells to show customers a follow-up offer immediately after their first purchase.
In this article, I'll explain what an upsell is, how it works and when to use it.
What is an upsell?
An upsell is an offer you show your customer after they've completed their first purchase, but before they reach the confirmation page. It's an additional product, an extended version of what they just bought, or a related offer.
In Plug&Pay, upsells work on a one-click basis. During their first purchase, the customer has already entered their details and chosen a payment method. When the upsell offer is accepted, the product is added to the order with one click and charged using the same payment method. The customer doesn't need to fill in the order form again.
ℹ️ An upsell is only shown after the first payment has succeeded. If the first payment has failed, the customer won't get to see the upsell.
How does it work in a funnel
An upsell is part of a funnel. The sequence works like this:
The customer reaches your checkout and completes their purchase.
Immediately after payment, they see the upsell page with your follow-up offer.
If they accept the offer, the product is added to their order.
If they decline the offer, they can proceed to the thank you page or to a follow-up offer (a second upsell or a downsell).
You can place multiple upsells in sequence and set up a downsell: a tailored offer that appears when a customer declines an upsell, for example the same product at a lower price or in a different form.
Why is an upsell recommended?
There are several reasons to use upsells in your funnel:
The customer has just made a purchase and entered their payment details. At that moment, the barrier to accepting a follow-up offer is lower than at other points in the customer journey, because they've already been through the decision-making and payment process.
With the 'one-click' principle, the customer doesn't need to take any extra steps. They only need to decide whether they want the offer. This reduces friction between offer and purchase.
An upsell increases the average order value without requiring additional advertising costs to reach a new customer. Even a poorly-performing upsell is therefore better than no upsell at all.
An example
You're selling an online photography course for £47. A customer buys the course and completes checkout.
Immediately after payment, they see an upsell: a 1-on-1 feedback session of 60 minutes for £77. They click 'Yes, add to my order'. The feedback session is added to their order and charged using the same payment method.
Next, you can show a second upsell, for example an advanced masterclass for £197. Or a downsell if they decline the first upsell, such as a short e-book version of the feedback for £17.
If your customer buys all upsells, you increased your order value from £47 to 47+77+197 = £321!
ℹ️ An upsell usually has a higher price than your main product.
Getting started
Ready to use upsells in your funnel? In the article below, I'll walk you through step by step how to create a one-click upsell and link it to your checkout in Plug&Pay.👇