The Upgrade, also called a True upsell, is an offer type in Candy Rack where the product the customer originally added to their cart is replaced by a better, higher-value version. The customer doesn't get an extra item — they swap what they already have for something better.
This is different from a regular Add-On (cross-sell), where the upsell product is added alongside the original. With an Upgrade, only one product ends up in the cart: the better one.
Example
A customer adds a 250ml face serum to their cart. The pop-up appears, offering the 500ml version at a better per-ml price. If they accept, the 250ml is removed from the cart and the 500ml takes its place.
Where it works
The Upgrade option is only available for the Product Page Pop-up placement. It's not supported for the cart pop-up, embedded blocks, checkout, or post-purchase placements.
Setup
To enable the Upgrade option, your offer must meet two conditions:
Placement: Product Page Pop-up.
Mode: Specific products (manual) — not AI mode, Specific collections, or Same product.
Once both conditions are met, you'll see the Product upgrade (true upsell) checkbox in the offer settings. Enable it and save the offer.
How it works for the customer
When the customer clicks Add on the upgrade product:
The original product is removed from the cart.
The upgraded product is added in its place.
The customer is redirected to the cart page or checkout after closing or continuing past the pop-up.
Mixing upgrades and add-ons in the same pop-up
The Upgrade option applies to all products within an offer, so you can't mix upgrade and add-on behavior in a single offer. To show both in the same pop-up window, create two separate offers that target the same product page:
One offer with True upsell (upgrade) enabled, containing only the upgrade product.
A second offer with True upsell (upgrade) disabled, containing the cross-sell add-ons.
Both offers will appear together in the same pop-up. To control the order they appear in, set a higher priority on the upgrade offer.
Things to know
If I leave True upsell unchecked, will the original product stay in the cart?
Yes. Without True Upsell, Candy Rack adds the upsell product alongside the original. The original is only removed when True Upsell is explicitly enabled.
Why isn't the True upsell (upgrade) checkbox showing in my offer?
It only appears when the offer uses the Product Page Pop-up placement and Specific Products mode. If you're on AI mode, Specific collections, or any other placement, the checkbox is hidden.
The customer isn't redirected to the cart after the upgrade. What's wrong?
The redirect depends on your theme. Most themes handle it automatically, but a few need a small adjustment to the cart drawer. Reach out to support and we'll help.
Have any questions? We're here to help. Feel free to use the in-app chat, and our support team will assist you.