Issues with Rebuy Post-Purchase in Dev Environment: Need Help

·May 19, 2025 08:47 PM·

Hey all. We are testing Rebuy post-purchase in our dev environment, but I'm noticing a few issues.

1.
When you add an item from post-purchase, there is no indication that it was successfully added and the item disappears
2.
The order confirmation users reach doesn't show the updated order with the post-purchase item

Rebuy support chat told me to reach out to Shopify support. Has anyone else faced this issue? Here is a screen recording of the issue: https://www.awesomescreenshot.com/video/39999525?key=b56580d46b173357e9ecfe116773d670

8 comments

· Sorted by Oldest

Brandon Maskell
·
·
Shopify just confirmed that #2 is a known issue they are looking at.
Brandon Maskell
·
·
Katie Cooper are you able to help out on #1 here? I can't image this is the expected behavior.
👀1
Katie Cooper
·
·
Brandon Maskell Expected experience here is that it should show up on the thank you page. Checking with our post purchase team to see if that issue would originate with Rebuy or Shopify. I'll let you know when I hear back from them.
Katie Cooper
·
·
Brandon Maskell The team confirmed that this is a Shopify issue. We do not control the Thank You Page logic so I would follow up with them on this.
Brandon Maskell
·
·
I already did and they confirmed an issue with #2. For #1, what is the expected experience when the button is clicked to add the item to the order? Should some type of success message show? Right now the item disappears and the customer is not taken to the thank you page. It is a very confusing customer experience rendering the post-purchase feature useless. Are all Rebuy customers facing this same issue?
Katie Cooper
·
·
Expected experience is that the item is confirmed on the thank you page. If you would like them to be sent directly to the thank you page, I would recommend only offering one product in post purchase. Here is a good overview of expected behavior in post purchase - https://youtu.be/v6i_eJ4tSTc
Brandon Maskell
·
·
I'm still a bit unclear. When showing 2 products, is the expected experience that you are taken to the thank you page after selecting 1 of the 2? Or does nothing happen until the offer times out? Is there a product feedback form where you can add a request to be able to show some type of confirmation message? For the Shopify issue, is this affecting all Rebuy customers and when did this start happening?
Katie Cooper
·
·
The expected experience is that the confirmation is on the thank you page. If you have two items and you only select one, you will stay on that page until the offer times out. At that point you will be taken to the thank you page. I am happy to submit product feedback to include some kind of confirmation before then. I don't know the date it occurred or how many people it is affecting. I would recommend reaching out to Shopify for those specifics.

Brandon Maskell
·
·
Shopify just confirmed that #2 is a known issue they are looking at.
Brandon Maskell
·
·
Katie Cooper are you able to help out on #1 here? I can't image this is the expected behavior.
👀1
Katie Cooper
·
·
Brandon Maskell Expected experience here is that it should show up on the thank you page. Checking with our post purchase team to see if that issue would originate with Rebuy or Shopify. I'll let you know when I hear back from them.
Katie Cooper
·
·
Brandon Maskell The team confirmed that this is a Shopify issue. We do not control the Thank You Page logic so I would follow up with them on this.
Brandon Maskell
·
·
I already did and they confirmed an issue with #2. For #1, what is the expected experience when the button is clicked to add the item to the order? Should some type of success message show? Right now the item disappears and the customer is not taken to the thank you page. It is a very confusing customer experience rendering the post-purchase feature useless. Are all Rebuy customers facing this same issue?
Katie Cooper
·
·
Expected experience is that the item is confirmed on the thank you page. If you would like them to be sent directly to the thank you page, I would recommend only offering one product in post purchase. Here is a good overview of expected behavior in post purchase - https://youtu.be/v6i_eJ4tSTc
Brandon Maskell
·
·
I'm still a bit unclear. When showing 2 products, is the expected experience that you are taken to the thank you page after selecting 1 of the 2? Or does nothing happen until the offer times out? Is there a product feedback form where you can add a request to be able to show some type of confirmation message? For the Shopify issue, is this affecting all Rebuy customers and when did this start happening?
Katie Cooper
·
·
The expected experience is that the confirmation is on the thank you page. If you have two items and you only select one, you will stay on that page until the offer times out. At that point you will be taken to the thank you page. I am happy to submit product feedback to include some kind of confirmation before then. I don't know the date it occurred or how many people it is affecting. I would recommend reaching out to Shopify for those specifics.