Key takeaways
- Order bumps are small, complementary add-ons on the checkout page.
- Upsells appear after purchase; downsells if an upsell is declined.
- Every offer should genuinely help the customer succeed with their purchase.
Definitions
- Order bump: a checkbox add-on at checkout, usually low-priced and closely related to the main product.
- Upsell: a higher-value offer shown after the initial purchase, often accepted with one click.
- Downsell: a lighter or cheaper alternative shown when an upsell is declined.
- Cross-sell: a related product suggested alongside or after a purchase.
Principles
- Relevance: the offer should make the original purchase more successful.
- Clarity: price and what's included must be obvious - no pre-ticked boxes.
- Restraint: one or two post-purchase offers are usually enough.
- Respect: decline buttons should be neutral, not shaming.
FAQ
Do upsells annoy customers?
Irrelevant or pushy upsells can. Offers that genuinely help customers get more from their purchase, presented clearly and easy to decline, are usually well received.