Why was the upsell product removed from an Authorized order?

In this article:

• Authorized and Partially paid orders
• Why ReSell removes the upsell product
• Capture the payment before the delay ends
• Turn off automatic removal

If your store doesn't capture payments at checkout, an accepted post-purchase upsell can disappear from the order a while after the purchase. This article explains why it happens and how to keep the upsell product in the order.

Authorized and Partially paid orders

Shopify lets you choose when the money is taken from the customer's card: Settings → Payments → Payment capture method.

• Automatically at checkout: the payment is captured right away, and the order is Paid.
• Automatically when fulfilling or Manually: the payment is only authorized at checkout. The money is reserved on the customer's card, and the order is Authorized until you capture it.

An Authorized order is not the same as a Partially paid order. Partially paid means the payment for the upsell failed (for example, insufficient funds). Authorized means the card was approved, but the money hasn't been captured yet.

Why ReSell removes the upsell product

When a customer accepts a post-purchase offer in an Authorized order, ReSell adds the upsell product to the order, and Shopify authorizes its amount on the same card. Nothing is captured yet, so the upsell still counts as unpaid.

If Automatically remove unpaid 1-click upsell products from orders is turned on in ReSell Settings, ReSell removes unpaid upsell products after the delay you set. This includes upsells that are authorized but not captured. The product moves to the Removed section of the order, and the order stays Authorized.

To keep upsell products in Authorized orders, capture the payment in time or turn off automatic removal.

Capture the payment before the delay ends

Capture the payment before the delay set in ReSell runs out, and the upsell product stays in the order.

1. Open the order in your Shopify admin.
2. Click Capture payment.

3. Check the amounts. The original order and the upsell are listed separately. Click Accept.

The order becomes Paid, and ReSell doesn't remove the upsell product.

Turn off automatic removal

If you capture payments later (for example, when you fulfill orders), turn off automatic removal so ReSell doesn't remove upsells from Authorized orders.

1. In ReSell, go to Settings.
2. In the Partially paid section, turn off Automatically remove unpaid 1-click upsell products from orders.
3. Save the settings.

✔️ Next step

Check our articles to learn more about the app's functionality:

• What are partially paid orders?

Updated on: 21/10/2026