Understanding product filtering in manually selected products

When configuring an add-on product grid widget in static mode, it's important to understand how the system handles products that a customer already has in their current order.

Automatic filtering of existing products

In static mode, the add-on product grid automatically hides any products that are already present in the customer's current order. This filtering behavior is built into the system and cannot be disabled.

For example, if you configure a static product grid with 3 products, but a customer already has 1 of those products in their order, only 2 products will be displayed in the grid.

What this means for your configuration

When planning your static product grid setup for upsell opportunities — such as billing reminders, winback flows, or product quantity increases — keep the following in mind:

• The number of products displayed to a customer may be fewer than the number you have configured

• The actual display count depends on how many of your configured products the customer already has in their order

• This behavior is consistent across all touchpoints where the static product grid is used

Recommendations

To ensure your product grid always displays a sufficient number of upsell options, consider the following strategies:

1. Review the products most commonly found in customer orders and ensure your grid includes enough additional products to still present meaningful upsell opportunities

By planning ahead for this automatic filtering behavior, you can ensure a consistent and effective upsell experience for your customers.