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    Creating an Upsell Form

    About Upsell Forms

    Upsell Forms give you the ability to offer your customers a product upsell when purchasing something from you.  With the original order already processed and the customer's purchase information cached, all they need to do is click a Yes or No button to quickly accept or reject your special offer. This can increase sales as the customer does not have to re-enter their payment information.

    Upsell Forms are available in ONTRApages as an upsell form block, and as ONTRAforms you can embed on your own website or as a pop up on an ONTRApages sales page. The legacy HTML "Yes" and "No" buttons found in Sales > Upsell Forms are also available to allow your web designer full customization options. Each one of these Upsell Form configurations is described below.

     

    NOTE: Some WordPress themes and third-party landing page generators (e.g., LeadPages) strip the Javascript code as part of their security procedures, and may not work with Upsell Forms. Consult with your theme or third party landing page vendor for remedies.

    This video covers the basics of creating an Order Form and connected Upsell form, and is suitable no matter how complex your sales funnel is:

     

    For more complex sales funnels, with two or more Upsell Forms that follow the original Order Form, this second video explains how to chain them together, how to manage the number of invoices sent, etc.

    Prerequisites

    Upsell Forms are not available in ONTRAPORT Basic accounts.

    Configure the Upsell Settings

    1. Click Sales and then Settings in the navigation menu.

      Sales Settings Menu

    2. Click Upsell Settings.

    3. Choose the processing method:

      1. Bundle multiple upsells into a single transaction. (We suggest this option if you have more than one upsell after purchase.) A single invoice is sent for all the upsell transactions at the end of the upsell funnel and all the Rules are run for all the Upsell Forms at that time. This batch process starts after the time out period has expired for the last Upsell Form.

      2. Process each upsell as an individual transaction. (We suggest this option if you have only one upsell after purchase). Each "Yes" click on an Upsell Form in the funnel generates an invoice that is sent to your customer and the Rules on the Upsell Form are processed immediately. 

    How Does an Upsell Form Work?

    After you create the Upsell Form select the ONTRApage or ONTRAform in the Order Form's Form Settings > Opt-In Settings dialog. In this image, we have selected a pop-up Pop ONTRAform Lightbox Upsell Form we created as a stand alone ONTRAform.

     

    We could also choose an ONTRApage with an Upsell Form block on it by selecting it in the Use this Landing Page drop down. 

     

    Important items to consider:

    • While Order Forms process transactions immediately, be aware that Upsell Forms are submitted to a processing queue that runs every 15 minutes. Depending on your global Upsell Form Settings and when the Upsell Form enters that processing queue there can be an additional delay from one to 14 minutes before the credit card is charged and the Rules on that Upsell Form run.

    • Upsell Forms MUST be on the same domain as the Order Form that triggered it.

    • Upsell Forms MUST use the same payment gateway as the original Order Form.

    • You cannot use standard PayPal as the payment gateway.

    • For security reasons, Upsell Forms have a "time out" period. By default, the time out period is five minutes. Contact Support to have the time out period extended. 

    • You can have multiple Upsell Forms. The second Upsell Form would be listed as the Confirmation Page page for either (or both!) of the Yes or No selections on the Upsell Form prior to it.

      additional-upsells.png


    • If you choose "bundled" in the Upsell Settings the processing happens after the time out period for the last Upsell Form. At that time, all of the the Upsell Forms enter the processing queue; transactions are processed every 15 minutes. That means all of the charges are processed and all the Rules for all the Upsell Forms run after the total of the time out period for the last Upsell Form plus from one to 14 minutes, depending on when the Upsell Forms enter the processing queue.

    • If you choose to process each Upsell Form as an individual transaction in the Upsell Settings the Upsell Form is sent to the processing queue immediately after the customer clicks "Yes." Note that the processing queue runs transactions every 15 minutes, so it can take from one to 14 minutes for the upsell to register in the Contact Record and the Rules to process.    

    • There must be a tracking script on both the Order Form page and the Upsell Form page. This is especially important for our clients who are not using ONTRApages, Legacy Landing Pages, or a Wordpress site that is integrated with PilotPress. Those pages have the proper tracking script added automatically. 

     

    How to Create an Upsell Form

    You can create Upsell Forms in three different ways, using an ONTRApage, a pop up ONTRAform or using the legacy Upsell Form creator. The ONTRApages and ONTRAforms options provide the fastest solution with complete, ready-to-use templates for the entire page or form. Use the legacy Upsell Form creator for the raw HTML code you will incorporate into a design of your own.

     

    ONTRApages Upsell Forms

    ONTRApages are beautiful, responsive Landing Pages you can create using an impressive library of professionally designed templates. Adding the ONTRApages Upsell Form Block to a template is all that's needed to configure a matching upsell landing page. Using the same template for the Order Form, upsell forms, and the thank you pages provides a seamless customer experience.

    1. Add the Upsell Form Block to your ONTRApages template.

      Upsell Form Block

    2. If you used the same Sales Page template as your original Order Form, make sure you delete the Order Form block from the page!

    3. Click on the Upsell Form Block or the Upsell Form title in the Blocks on This Page view in the palette to edit the block.

      Upsell Form Block in Palette

    4. Edit the block in the normal fashion, editing text, images, and hiding elements as desired.

    5. Click the Payment Settings button to configure the product and payment gateway for the upsell offer.

      • Select and configure the product in the Products section.

      • You must use the same payment gateway as the original Order Form. It is selected under Payment Tax and Invoice

      • Remember to click Save at the bottom of the configuration options in the palette to save your choices.

      Upsell Payment Settings

    6. The Form Settings button allows you to configure the Confirmation Pages, and set Rules.

    7. Choose a Landing Page for each of the Confirmation Pages.

      • The Yes page is the Thank You page used when the contact clicks Yes.

      • The No page is shown when the contact clicks the No button.

      • The Timeout / no credit card page is shown when the contact takes too long to click either Yes or No, or when another failure occurs other than a credit card refusal (see Conditional Rules below).

      Upsell Confirmation Pages

    8. The following three rules sections appear below the Confirmation Pages section.  These rules run based on the outcome of the credit card transaction.

      • Run These Rules When Contact Clicks Yes & Charge is Successful is where you would add the contact to a product fulfillment sequence, fulfillment list, etc. as they have successfully purchased the upsell offer.

      • The Rules section for Run These When Contact Clicks No allows you to tag the contact for followup later, or act in any other way if desired. You are not required to have Rules in each section, and this Rule section is often left blank.
      • The Run These When Contact Clicks Yes But Transaction Is Not Successful is for those situations where the contact's credit card has reached it's limit with the original order, or their bank restricts purchases by time frame (this is very rare).


      rules to run after contact makes their choice.

    9. Name the Upsell Page and click the Publish button. Remember to host the upsell landing page on the same domain as your original Order Form.

    10. Save the upsell landing page.

    11. When finished, edit the ONTRApages page with the oringinal Order Form and set the Thank You page to the page with the Upsell Form Block you published in step 9.

    ONTRAforms Upsell Forms

    ONTRAforms use the same editor as ONTRApages and can be used for pop up lightbox Upsell Forms or as embedded Upsell Forms on legacy Landing Pages.

    Instructions for creating them are very similar to using an ONTRApage for the upsell form. Full instructions can be found in this article. As shown in the image above, after creating the Upsell Form in ONTRAforms, you select the form in the Order Form's Form Settings > Opt-In Settings dialog. 

     

    Legacy HTML Upsell Forms

    Legacy HTML Upsell Forms allow you to fully control the design and hosting options, with just a simple Yes or No option. All other design elements can be added to the form by your web designer.

     

    • Go to the Sales Collection > Upsell Forms

      sales-upsells.png

    • Click the New Upsell Form button upsell1.png

    • Name the form. Do NOT use quotation marks or other punctuation in the form name.

    • Select the product you want to sell. Select the Payment Gateway: this must be the same gateway as on the original Order Form. Select the Invoice Template to send to the customer.

      select-product-gateway.png

    • Click the Product to display the product options (subscriptions, shipping, etc.)

      edit-product-options.png

    • Customize your Yes and No buttons.

      upsell5.png

    • Designate a page for customers to land on if they accept, if they decline, and one for page timeouts/unavailable credit card info.

      For security reasons, there is five minute window of time during which you can offer upsells after a product purchase. After this, the page times out and ends up at the page you’ve designated for timeouts. Support can extend this timeout upon request.

      upsell3.png

    • The following three rules sections appear below the Confirmation Pages section.  These rules run based on the outcome of the credit card transaction.

      • Run These Rules When Contact Clicks Yes is where you would add the contact to a product fulfillment sequence, fulfillment list, etc. as they have successfully purchased the upsell offer.

      • The Rules section for Run These When Contact Clicks No allows you to tag the contact for followup later, or act in any other way if desired. You are not required to have Rules in each section, and this Rule section is often left blank.
      • The Run These When Contact Clicks Yes But Card is Declined is for those situations where the contact's credit card has reached it's limit with the original order, or their bank restricts purchases by time frame (this is very rare).



      Upsell Form Rules

    • Save

     

    How to Post an Upsell Form

    Remember, your Upsell Form MUST be on the same domain as the original Order Form and MUST use the same Payment Gateway.

    ...on your website

    After saving your Upsell Form, access the form code by selecting the Upsell form and selecting Generate Code from the Actions menu. You will also need to add the ONTRAPORT Tracking Script to the web page where the Upsell Form is located.

    generate-code.png

    ...on a secure landing page

    Add a form layer and select the Upsell Form from the dropdown menu.

    lp-add-upsell-form.png

    ...on an integrated WordPress site

    Use the Add form button when creating a page, post, or widget. The Upsell Form needs to be on the same domain as the Order Form that triggered it.

     

    Important Facts

    • Use the Dummy Gateway to test your Order and Upsell Forms.

    • Upsell Forms MUST be on the same domain as the original Order Form.

    • Upsell Forms MUST use the same payment gateway as the original Order Form.

    • You cannot use standard PayPal as the payment gateway.

    • For security reasons, Upsell Forms have a "time out" period. By default, the time out period is five minutes. Contact Support to have the time out period extended.

    • If you choose "bundled" in the Upsell Settings the processing happens after the time out period for the last Upsell Form. At that time all of the charges are processed and all the Rules for all the Upsell Forms run. 

    • If you choose to process each upsell step as an individual transaction in the Upsell Settings the card is charged and all the Rules are run immediately after the customer clicks "Yes". Note that it can take a few minutes for the upsell to register in the Contact Record, but the charges and Rules will process immediately.

    • There must be a tracking script on both the Order Form page and the Upsell Form page. This is especially important for our clients who are not using ONTRApages, Legacy Landing Pages, or forms that are hosted by us, or are not using a Wordpress site that is integrated with PilotPress. ONTRAPORT includes the tracking script on these pages automatically.

    Other Resources

    ONTRAPORT Answers is a peer-to-peer support site where you can get answers to your questions 24 hours a day. Responses are provided by your fellow entrepreneurs, our Support Department and our Certified Consultants. Here are some of the questions and answers regarding Upsell Forms:

    See all the Answers provided on Upsell Forms.

    Troubleshooting

    Because credit card information is being cached between the Order Form and the Upsell Form special procedures must be used to test the Upsell Form. The most common errors are due to:

    1. Using different domains for the Order Form and the Upsell Form

      1. This works:

        same-domain.png

      2. This will NOT work (note the different subdomain "members" in the Upsell Form):

        different-subdomain.png

      3. This also will not work will not work (note the different domain "securechkout.net" in the Upsell Form):

        different-domain.png

    2. Using a different Payment Gateway on the Upsell Form. The Order Form and Upsell Form MUST use the same Payment Gateway.

    3. Testing the form multiple times. If you do not properly clear cache and cookies the Upsell Form will fail, resulting in a time out result. Steps to perform before each and every test:

      1. Clear your browser's Cache

      2. Clear your browser's Cookies

      3. Safari: you must manually delete the cache files in the hidden folder:

        1. Develop > Empty Cache will not work. You must follow steps ii and iii below.

        2. Finder > Go (while holding Option) > Library > Caches. Find the Safari cache file and manually move it to Trash.

        3. Next, go to Safari > Preferences > Privacy > Details and Remove all Cookies

      4. Open a private browsing window

     

     

    FAQs

    Q. I'm getting an error message when testing my upsell forms. Why?

    A. Because credit card information is being cached between forms, there are quite a few issues that can cause an error message during testing. Please see the section Troubleshooting for some of the causes.

    Q. I play a video on my upsell page, and it's only a few minutes long, but the upsell gives an error that it has "timed out" if I don't click it right away. How can I fix this?

    A. There is an upsell timeout setting. By default, it is five minutes. You can have it extended to up to 60 minutes, but we don't recommend going longer than necessary. Contact Support to have the upsell timeout extended.

    Q. My upsell is a high dollar item. Can I add a payment plan to it?

    A. Yes, you can specify either a payment plan or a subscription plan on upsell products. When creating the Upsell Form, hover over the item line to reveal the options.

    Q. How many upsells can I have in a funnel?

    A. There is no defined limit, but there are some important timing considerations. If the Upsell Form invoices are "bundled" into one invoice in Upsell Settings the credit card processing, invoice generation, and firing of all the Rules for all the Upsell Forms will happen after the time out setting has expired for the last Upsell Form. 

     

    Need help?

    Contact Support for assistance. Please copy and paste the following into your email message and fill in the information requested:

     

    Your Account Number (bottom right of screen):
    
    Order Form Name:
    Order Form URL:
    Order Form Gateway:
    
    Upsell Form Name:
    Upsell Form URL:
    Upsell Form Gateway:
    
    Can we change the gateway to the Dummy Gateway for testing?
    

     

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    Comments

    • Avatar
      Marcy Axness

      It would be really nice if we could have SOME way to modify (that is, make more aesthetically pleasing!!) the buttons! For one thing, they are TINY... they are smashed SO close together... and they're, well, kinda ugly -- like beta-test level look. Big contrast to a nice landing page where they're embedded. Am I missing something (other than the coding course I never took)?? Thanks,

      Marcy

    • Avatar
      Frank Hagan

      Hi Marcy - you can use an image as the button in the settings. See step 6 under "How to Create an Upsell Form" above. Here's an image showing where the specific option is:

      choose-button.png

    • Avatar
      Marcy Axness

      Thanks, Frank!! I actually got this suggestion today from someone while I was addressing a different (more serious) issue w/ the upsell form. I made lovely buttons in Instapage against the correct background color, and then simply took screen shots of them. Worked like buttah!!

      Marcy

    • Avatar
      Frank Hagan

      Fantastic! Now you can re-use those button images from your image library whenever you need them!

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