Troubleshooting

Quick Diagnosis Checklist

Before deep troubleshooting, verify these basics:

Cross-sell feature enabled in Weevio Cloud dashboard
Widget configured with enableCrossSell: true
Product has crossSell: true tag in Shopify
Product has cross-sell associations in PIMS
Customer is logged in (if using customer-specific rules)
Visibility tags formatted exactly as documented
Browser cache cleared

Common Issues

Issue 1: Products Not Showing at All

Symptoms: Cross-sell modal appears but expected products are missing

Possible Causes & Solutions

Product Not Tagged for Cross-Sell

Check: Product has crossSell: true tag in Shopify admin

Fix: Add crossSell: true tag to product

Verify: Products → [Product] → Tags section

Product Explicitly Hidden

Check: Product has weevio.product.widget.cross_sell.hide=true tag

Fix: Remove explicit hide tag if product should show

Note: Explicit hide overrides all other rules

Show-If Tag with No Match

Check: Product has show_if tags but customer doesn't have matching tag

Fix: Either:

Add matching tag to customer
Remove show_if tags if product should show to everyone
Add additional show_if tags for other customer segments

Example:

Product tag: show_if_customer_tag==vip
Customer tags: ["regular"]
Result: Hidden (customer doesn't match)

Fix: Add "vip" tag to customer OR remove show_if tag

Hide-If Tag Matches Customer

Check: Product has hide_if tag matching customer's tag

Fix: Either:

Remove customer tag if incorrectly applied
Remove hide_if tag if product should show to this customer
Adjust hide_if tag value

Example:

Product tag: hide_if_customer_tag==budget-conscious
Customer tags: ["budget-conscious"]
Result: Hidden

Fix: Remove "budget-conscious" from customer OR remove hide_if tag

No Cross-Sell Associations

Check: Product has associations in PIMS INVENTORY_ASSOCIATED_AUTOLOADS table

Fix: Create cross-sell associations in PIMS

Note: Visibility tags only filter existing associations; they don't create them

Issue 2: Products Showing When They Shouldn't

Symptoms: Products appear in cross-sell modal for customers who shouldn't see them

Possible Causes & Solutions

Customer Missing Expected Tag

Check: Customer profile has the expected exclusion tag

Fix: Add appropriate tag to customer in Shopify admin

Example:

Product tag: hide_if_customer_tag==budget-conscious
Customer tags: []
Result: Shown (no matching hide tag)

Fix: Add "budget-conscious" tag to customer

Tag Value Mismatch

Check: Product tag value matches customer tag (case-insensitive, but spelling must match)

Fix: Correct spelling/spacing in product tag or customer tag

Common mistakes:

Product tag: hide_if_customer_tag==VIP
Customer tag: "vip"
Result: ✓ Match (case-insensitive)

Product tag: hide_if_customer_tag==wholesale
Customer tag: "whole sale" (extra space)
Result: No match (spacing difference)

Fix: Match exactly (ignoring case): "wholesale" or "WHOLESALE"

Wrong Tag Format

Check: Product tag uses exactly == (two equals)

Fix: Correct tag format

Invalid formats:

hide_if_customer_tag=vip  ❌ (single =)
hide_if_customer_tag===vip  ❌ (triple =)
hide_if_customer_tag: vip  ❌ (colon)

Valid format:

hide_if_customer_tag==vip  ✓

Show-If Tag Present But Not Applied

Check: Product has show_if tag that should restrict visibility

Issue: Customer doesn't have the tag but still sees product

Possible cause: Tag malformed or product has no show_if tags

Fix: Verify show_if tags are correctly formatted and saved

Issue 3: Visibility Rules Not Taking Effect

Symptoms: Tags appear correct but behavior doesn't match expectations

Possible Causes & Solutions

Tags Not Saved

Check: Clicked Save after adding tags in Shopify admin

Fix: Re-add tags and ensure Save is clicked

Note: Shopify doesn't auto-save tag changes

Browser Cache

Check: Cleared browser cache and hard refresh

Fix:

Chrome/Edge: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
Firefox: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
Or open incognito/private window

Shopify API Sync Delay

Check: Recent tag changes may not be synced to Weevio Cloud yet

Fix: Wait 1-2 minutes and refresh page

Note: Shopify webhooks may have delay during high traffic

Customer Not Logged In

Check: Customer is logged into their Shopify account

Fix: Log in before testing visibility rules

Note: Guest customers have no tags, so show_if rules hide products

Tag Format Whitespace

Check: No extra spaces in tag format

Invalid:

weevio.product.widget.cross_sell.hide_if_customer_tag == vip  ❌ (spaces around ==)
weevio.product.widget.cross_sell.hide_if_customer_tag==vip   ❌ (trailing space)

Valid:

weevio.product.widget.cross_sell.hide_if_customer_tag==vip  ✓

Issue 4: Conflict Between Hide and Show Rules

Symptoms: Product visibility behavior is confusing when customer has tags matching both hide_if and show_if

Expected Behavior

Hide rules WIN over show rules

Example:

Product tags:
- hide_if_customer_tag==restricted
- show_if_customer_tag==vip

Customer tags: ["vip", "restricted"]

Result: Product HIDDEN (hide wins)

Diagnosis Steps

List All Product Tags

Check product for ALL visibility tags:

Any hide=true tags?
All hide_if_customer_tag tags
All show_if_customer_tag tags

List All Customer Tags

Check customer profile for all tags

Evaluate Step by Step

Follow evaluation order:

Explicit hide? → Product hidden
Customer tag matches any hide_if? → Product hidden
Show_if tags exist?
- Customer matches at least one? → Product shown
- Customer matches none? → Product hidden
No show_if tags? → Product shown (default)

Issue 5: Guest Customers See Wrong Products

Symptoms: Logged-out users see incorrect cross-sell products

Expected Behavior

Guest customers (not logged in) have no tags, so:

Products with NO visibility tags → Shown (default)
Products with hide=true → Hidden
Products with hide_if tags → Shown (no tags to match)
Products with show_if tags → Hidden (no tags to match)

Solution

If you want guests to see products that have show_if tags:

Option 1: Remove show_if tags

Before:
- crossSell: true
- show_if_customer_tag==vip

After:
- crossSell: true
(shows to everyone including guests)

Option 2: Use hide_if instead

Instead of: show_if_customer_tag==vip
Use: hide_if_customer_tag==non-vip

Tag all non-VIP customers with "non-vip"
Guests and VIP customers see product

Option 3: Separate products for guests vs members

Product A (Guest version):
- crossSell: true
(no visibility tags - shows to all)

Product B (VIP version):
- crossSell: true
- show_if_customer_tag==vip
- hide_if_customer_tag==guest

Debugging Process

Step-by-Step Debugging

Verify Product Configuration

Check in Shopify Admin:

Navigate to Products → [Product]
Verify crossSell: true tag exists
Note all visibility tags exactly as written
Take screenshot for reference

Verify PIMS:

Check INVENTORY_ASSOCIATED_AUTOLOADS for cross-sell associations
Confirm product is associated with items in cart

Verify Customer Configuration

Check in Shopify Admin:

Navigate to Customers → [Customer]
Note all customer tags exactly as written
Verify customer is logged in to account

Manual Evaluation

Evaluate visibility step-by-step:

Step 1: Explicit Hide

Does product have weevio.product.widget.cross_sell.hide=true?
If YES → Product hidden (stop here)
If NO → Continue

Step 2: Hide-If

Does product have hide_if_customer_tag tags?
If YES: Does customer have ANY matching tag?
- If match found → Product hidden (stop here)
- If no match → Continue
If NO hide_if tags → Continue

Step 3: Show-If

Does product have show_if_customer_tag tags?
If YES: Does customer have at least ONE matching tag?
- If match found → Product shown
- If no match → Product hidden
If NO show_if tags → Product shown (default)

Compare Expected vs Actual

Expected Result	Actual Result	Match?
(from manual evaluation)	(from test)

If mismatch, recheck tag spelling and formatting

Test Edge Cases

Test with:

Customer with no tags (guest behavior)
Customer with only hide_if matching tag
Customer with only show_if matching tag
Customer with both hide_if and show_if matching tags
Customer with unrelated tags

Tag Validation

Validation Checklist

Use this checklist to validate tag formatting:

Product Tag Format:

✓ Starts with: weevio.product.widget.cross_sell.
✓ Followed by: hide, hide_if_customer_tag, or show_if_customer_tag
✓ For hide_if/show_if: Contains exactly ==
✓ No spaces around == (unless part of customer tag value)
✓ Exact capitalization
✓ No typos in weevio.product.widget.cross_sell

Customer Tag Format:

✓ Exact match to value after == in product tag
✓ Case-insensitive match (VIP = vip = Vip)
✓ Character-for-character match (ignoring case)
✓ Includes spaces if product tag value includes spaces

Tag Testing Tool

Create a simple spreadsheet to test tag combinations:

Product Tag	Customer Tag	Expected Result
hide=true	(any)	Hidden
hide_if_customer_tag==budget	budget	Hidden
hide_if_customer_tag==budget	Budget	Shown (case mismatch)
show_if_customer_tag==vip	vip	Shown
show_if_customer_tag==vip	regular	Hidden
show_if==vip, hide_if==vip	vip	Hidden (hide wins)

Browser Console Debugging

Enable Debug Mode (if available)

Check if Weevio widget has debug mode in configuration:

window.weevioWidget = {
  enableCrossSell: true,
  debug: true, // Enable verbose logging
  // ... other config
};

Console Log Analysis

Open browser developer tools (F12) and check Console tab for:

Expected log pattern:

[Weevio Cross-Sell] Loading cross-sell data...
[Weevio Cross-Sell] Customer tags: ["vip", "premium"]
[Weevio Cross-Sell] Found 5 potential products
[Weevio Cross-Sell] Evaluating: Product A
[Weevio Cross-Sell]   - Explicit hide: false
[Weevio Cross-Sell]   - Hide-if check: no matches
[Weevio Cross-Sell]   - Show-if check: matched "vip"
[Weevio Cross-Sell]   - Result: SHOW
[Weevio Cross-Sell] Final visible products: 3

Error indicators:

[Weevio Cross-Sell] ERROR: Customer not authenticated
[Weevio Cross-Sell] ERROR: Product tags malformed
[Weevio Cross-Sell] WARNING: No products after filtering

Network Tab Analysis

Check Network tab for cross-sell API calls:

Open Network Tab

Developer Tools → Network tab → Filter by XHR or Fetch

Find Cross-Sell Request

Look for API call to Weevio Cloud (e.g., /api/shopify/cross-sell)

Check Request

Verify request includes:

Customer ID (if logged in)
Cart items
Product SKUs

Check Response

Verify response includes:

Filtered product list
Visibility decision logs (if debug enabled)
Error messages (if any)

Common Mistakes

Mistake 1: Using Single Equals

Wrong:

weevio.product.widget.cross_sell.hide_if_customer_tag=vip

Right:

weevio.product.widget.cross_sell.hide_if_customer_tag==vip

Mistake 2: Case Mismatch

Product Tag:

weevio.product.widget.cross_sell.show_if_customer_tag==VIP

Customer Tag:

vip

Result: ✓ Match (case-insensitive comparison)

Note: Customer tag values are compared case-insensitively, so this works correctly

Mistake 3: Trailing Spaces

Product Tag:

weevio.product.widget.cross_sell.hide_if_customer_tag==budget-conscious
(note trailing space after "conscious")

Customer Tag:

budget-conscious

Result: No match

Fix: Remove trailing space from product tag

Mistake 4: Wrong Tag Prefix

Wrong:

weevio.product.cross_sell.hide=true
weevio.widget.cross_sell.hide=true
cross_sell.hide=true

Right:

weevio.product.widget.cross_sell.hide=true

Mistake 5: Forgetting crossSell: true Tag

Wrong:

Product tags:
- weevio.product.widget.cross_sell.show_if_customer_tag==vip
(missing crossSell: true)

Result: Product never appears in cross-sell at all

Fix: Always include crossSell: true first

Mistake 6: Expecting AND Logic for Multiple Tags

Wrong Assumption:

Product tags:
- show_if_customer_tag==vip
- show_if_customer_tag==premium

Expectation: Customer must have BOTH tags
Reality: Customer needs just ONE tag (OR logic)

Fix: Use single show_if tag with compound customer tag if you need AND logic:

Customer tag: "vip-premium"
Product tag: show_if_customer_tag==vip-premium

Performance Issues

Possible Causes:

Too many visibility tags per product
- Recommended limit: 10 tags
- Solution: Consolidate tags, use broader segments
Too many products in cross-sell
- Problem: Filtering 100+ products is slow
- Solution: Limit PIMS associations to under 50 per product
Complex tag matching
- Problem: Customer has 20+ tags
- Solution: Limit customer tags to essential segments

Getting Help

Information to Provide

When contacting support, include:

Product configuration:
- Product SKU
- All product tags (screenshot)
- PIMS cross-sell associations
Customer configuration:
- Customer email
- All customer tags (screenshot)
- Logged in status
Expected vs Actual:
- What you expect to happen
- What actually happens
- Steps to reproduce
Technical details:
- Browser and version
- Console errors (screenshot)
- Network request/response (screenshot)
- Widget configuration
Testing results:
- Does it work for other customers?
- Does it work for other products?
- Does it work in incognito mode?

Additional Resources

Tag format reference: Tag Reference
Setup instructions: Setup Guide
Use case examples: Examples

Note:

90% of visibility issues are caused by tag spelling/case mismatches or forgetting the crossSell: true tag. Always check these first!

Need Help?

For assistance, please send a message to our Support page.

Examples B2B Pricing

Quick Diagnosis Checklist

Common Issues

Issue 1: Products Not Showing at All

Possible Causes & Solutions

Product Not Tagged for Cross-Sell

Product Explicitly Hidden

Show-If Tag with No Match

Hide-If Tag Matches Customer

No Cross-Sell Associations

Issue 2: Products Showing When They Shouldn't

Possible Causes & Solutions

Customer Missing Expected Tag

Tag Value Mismatch

Wrong Tag Format

Show-If Tag Present But Not Applied

Issue 3: Visibility Rules Not Taking Effect

Possible Causes & Solutions

Tags Not Saved

Browser Cache

Shopify API Sync Delay

Customer Not Logged In

Tag Format Whitespace

Issue 4: Conflict Between Hide and Show Rules

Expected Behavior

Diagnosis Steps

List All Product Tags

List All Customer Tags

Evaluate Step by Step

Issue 5: Guest Customers See Wrong Products

Expected Behavior

Solution

Debugging Process

Step-by-Step Debugging

Verify Product Configuration

Verify Customer Configuration

Manual Evaluation

Compare Expected vs Actual

Test Edge Cases

Tag Validation

Validation Checklist

Tag Testing Tool

Browser Console Debugging

Enable Debug Mode (if available)

Console Log Analysis

Network Tab Analysis

Open Network Tab

Find Cross-Sell Request

Check Request

Check Response

Common Mistakes

Mistake 1: Using Single Equals

Mistake 2: Case Mismatch

Mistake 3: Trailing Spaces

Mistake 4: Wrong Tag Prefix

Mistake 5: Forgetting crossSell: true Tag

Mistake 6: Expecting AND Logic for Multiple Tags

Performance Issues

Symptom: Slow Cross-Sell Modal Loading

Getting Help

Information to Provide

Additional Resources