Common Troubleshooting: Add-On Products

Q: How do I sell optional components in RTP|One through Aspenware Commerce?

A: We don’t support selling optional components online. Products can have optional components added in RTP|One as long as they are set to not default “on” for onsite sales, but the shop will not sell them in. For “optional components” we require that a separate product header is created and sold.

Q: My attributed add-on is showing all add-on selections instead of one at a time.

A: The most common causes for this issue are linking incorrectly or changing the linked attribute values so they no longer match. To resolve:

• Ensure the attribute that is assigned to the add-on product and the identical attribute on the core product have a blue checkbox in the “Linked attribute” column. If they are not both marked as linked them update them so they are linked.

• Ensure the attribute that is assigned to the add-on product and the identical attribute on the core product have identical attribute values and are named exactly the same. If they differ, then update them to match.

Q: My add-on’s icon image is not showing.

A: You likely have saved the image to the add-on product when it should be added to the core product. To fix, simply navigate to the core product, where you will expand the Pictures section. From here, add your desired icon image (40x40px). Then, expand the Product attributes s > section. Click Edit next to the add-on attribute. Click Edit next to the attribute value. From within the editor modal, select the radio button next to your image and click Save. The PDP should now show your icon image.

Q: My add-on isn’t displaying on the PDP as I expect it to.

A: The attribute on the core product needs to be modified. Navigate to the core product and expand the Product attributes section. From here, click Edit next to the add-on attribute. Here you can modify how the add-on is interacting with on the PDP by modifying the fields under the Info dropdown and Values dropdown.

Q: I can’t deselect the add-on once a selection has been made.

A: You did not set up the attribute as a Checkbox, but rather a radio button. Navigate to the core product’s add-on attribute and change the Control type to “Checkboxes.” Then click Save.

Q: My add-on is appearing above other attributes on the PDP when it should be displayed last.

A: You likely added this add-on to the product attribute before the other attributes and now need to change the display order for this attribute. Navigate to the core product’s add-on attribute and change the value of the Display order to be a value higher than the display order for other attributes on this product.

Q: My add-on isn’t charging tax.

A: You don’t have tax assigned to the add-on product. Navigate to the add-on product and expand the Price section. Configure a tax category on the add-on product.

Q: My add-on is displayed as its own separate product in the category.

A: You assigned the add-on to an unhidden category. Navigate to the add-on product and assign it to a published hidden category.

Q: My add-on is not requiring a separate guest assignment in checkout.

A: You either forgot to assign the product classification “Add-on requires separate assignment” or you assigned the product classification to the core product instead of the add-on product. To correct add the product classification “Add-on requires separate assignment” to the add-on product within the category the add-on is assigned to and not to the core product’s category.

Q: My add-on’s email content is not showing on the order confirmation email.

A: Email content is not supported for add-ons at this time.

Q: Can add-ons be sold on top of time-based activity products?

A: No add ons cannnot be sold on top of time-based activity products.

Q: Can add-ons be configured with Inventory configuration?

A: Having add-ons with inventory pools is possible, but requires some advanced setup. Find details here.

Q: Can add-ons be configured to start on a different day from the core product they are added alongside?

A: Add ons need to have the same start date as the product they are being booked alongside. (We do support day-before add-on functionality, which is a special feature, but otherwise, if an add-on has a start date, it must mirror the core product’s start date.)