Customer Offer purchase experience

When a customer purchases an Offer, Kajabi handles checkout, account creation, and product access automatically. This page covers what each step looks like from the customer’s perspective.

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Checkout page

The first step in the checkout flow is the Checkout Page. This is where customers enter their payment information to complete the purchase. Before entering payment details, new customers may be prompted to submit their email address. This confirms they don’t already have an account on your site and creates a new customer profile. After submitting their email, customers complete any required fields and select their payment method. Learn how to customize a Checkout Page.

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Checkout template versions

Kajabi has two checkout template versions: Legacy checkout and Enhanced checkout.

• Enhanced checkout supports: custom checkout fields, Terms & Policies integration, certain advanced layout controls, and the “Require new customers to create password at checkout” setting.
• Legacy checkout does not support those features — if a setting described in documentation isn’t appearing, check which template is active.
• How to switch from Legacy to Enhanced: Sales > Offers > [offer] > Checkout > Checkout Template > select Enhanced.

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Upsells

If an Offer includes upsells configured in the Purchase Flow tab, customers are presented with an Upsell Offer after completing checkout. When an Upsell is presented, the customer can:

• Select the custom purchase button to accept the Upsell. If accepted, it is processed as a separate transaction using the same payment method from the original purchase.
• Select the custom cancel button to decline and continue to the next step.

To learn more about Upsells and how to set them up, see Manage Upsells in the Purchase Flow.

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Create an account or log in

After purchasing, the customer is prompted to enter their name and desired password. Account creation behavior depends on your Offer settings:

• If Require new customers to create password at checkout is enabled, new customers create their password directly on the checkout page, and the Account Creation Page is skipped automatically.
• If password creation is not required, customers are directed to the Account Creation Page after purchase to set their password and complete their account setup. Returning customers are directed to the Login Page.

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Skip Account Creation page

You can control whether new customers see the Account Creation page from your Offer’s post-purchase settings.

1. From the left side navigation, select Sales > Pricing > Offers
2. Select an Offer
3. In the Purchase flow tab, scroll to Post-purchase.

When Skip account creation page is enabled:

• Customers are redirected to the selected existing landing page after purchase.
• This setting is only available when Existing Landing Page is selected for post-purchase routing.
• A sub-option appears: Send welcome email to new customers (recommended). This sends the default Member Welcome Email, which includes an invite link for the customer to set up their account.

If both Require new customers to create password at checkout and Skip account creation page are enabled, the password setting takes priority. These settings apply to new customers only. When Upsells are present, post-purchase routing always follows the primary Offer. The email address entered at checkout and the password created on this page become the customer’s login credentials. This Customer Account Setup Page automatically inherits the following settings according to your website theme. Learn how to customize a Website Theme.

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Colors

• Page Background Color: If you set a dark background, the page text will automatically switch to white for readability. (Background images are not supported on this page.)
• Heading Font Color: Font color for the “Create an account” heading
• Body Font Color: Labels (First name, Last name, Password, Verify password) and the subheading (“Complete your account setup to get started.”)
• Placeholder Font Color
• Button Background Color: The “Create your account” button background (and button text when button style is Outline)
• Button Text Color: The text inside the button (only when the button style is Solid)

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Fonts

• Heading Font: The “Create an account” heading
• Body Font: “Complete your account setup to get started.” subheading and “Create your account” button text

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Font sizes

• H1: “Create an account” heading
• H4: “Complete your account setup to get started.” subheading

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Button

• Button Width
• Button Style
• Button Size
• Button Border Radius

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Library page

After creating their account, customers are directed to their Library page, where they can access any products included in the Offer they purchased. You can optionally redirect customers to a custom Thank You Page instead. Learn how to send customers to a Landing Page post-purchase.

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Post-purchase email

After purchasing, customers receive an automated post-purchase email at the address they entered at checkout. The email includes a Login button so they can return to their Library and access their purchased products. Don’t want to send this email? Learn how to disable the Purchase Confirmation Email. Learn how to edit automated emails to align with your branding. See this article to learn how to send a customer to a unique landing page after checkout.

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Free offers and marketing email subscription

Redeeming a free Offer creates a Contact, but it does not automatically subscribe that person to your marketing emails. Subscription depends entirely on the email opt-in checkbox on your checkout page — and if the customer doesn’t opt in, their subscription status is set to Not subscribed, meaning they won’t receive your sequences or broadcasts. This is one of the most common reasons free Offer customers never get the follow-up emails you built for them. To check or change your opt-in setting:

1. From the Dashboard, go to Settings.
2. Click Checkout.
3. In the Email Opt-in section, under Enable email list opt-in, choose:
   • Unchecked opt-in box (Recommended): customers subscribe by checking the box themselves.
   • Pre-checked opt-in box: the box is selected by default and customers can uncheck it.
   • Disabled: the box is hidden and no one is subscribed at checkout.
4. Click Save.

Granting an Offer works differently — it bypasses checkout entirely, so there’s no opt-in step at all. Contacts who were granted an Offer only receive marketing emails if they were already subscribed. See Difference between purchasing a free Offer and granting an Offer.

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Login and Product access

Once a customer has completed their purchase and set up their account, they can return to your site at any time to log in and access their content.

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Checkout experience flowcharts

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Customer checkout flow

This flowchart shows the complete checkout experience for new customers.

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Returning customer checkout flow

This flowchart shows the streamlined checkout path for returning customers.