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A customer's accept didn't go through

What the customer sees when an accepted offer cannot be added, why it happens, and what to do.

Attravo TeamUpdated 1 min read
On this page

Sometimes a customer says yes but the item cannot join their order, usually because the order changed in the meantime. Attravo tells the customer plainly, and nothing is added or charged.

On the thank you and order status pages

The customer sees We could not add that, with one of these reasons:

What the customer reads Why
This order is already on its way, so it cannot be changed. Nothing was added. The order was fulfilled, or can no longer be edited.
This order has been cancelled, so nothing was added. The order was cancelled.
You have already answered this offer. The offer was answered before, for example in another tab.
Your order is still being created. Nothing was added. Please try again in a moment. The order was not ready yet, right after checkout.
We could not add that. Nothing has changed on your order. Anything else, such as the order total moving past your funnel's maximum.

If the funnel has another step after a yes, Continue takes the customer to it. The same offer is not shown again.

On the post-purchase page

The customer sees That did not go through, with Shopify's reason, or a note that nothing has been charged and the original order is unchanged.

What you can do

  • Fulfilment timing. Offers can only join orders that are not fully fulfilled. If you fulfil orders within minutes, more accepts on the order status page will be refused.
  • Maximum order total. Each accept checks the order total again, including items already added, so a low maximum can refuse a later step. See Choose where a funnel runs and who sees it.
  • Invoices. On a paid order, the customer gets an invoice for the difference. Until they pay it, the offer shows as Awaiting payment on Performance.

Refused accepts are never counted as earnings.

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