# 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.

Source: https://help.attravo.com/post-purchase-upsell/articles/accept-didnt-go-through
Updated: 2026-10-06

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](https://help.attravo.com/post-purchase-upsell/articles/choose-where-a-funnel-runs.md).
- **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.