How We Built a Custom Feature for a Medical Store and Grew Their Upsell Revenue

This case study in 30 seconds #

• Mountainside Medical (Shopify Plus, ~10,300 products) had prescription-only products they legally couldn't recommend to just anyone. Their fix was blocking those products for everyone — professionals included.
• We built a new targeting feature so the right products show to the right customers only, based on a simple customer tag. Nobody else ever sees them.
• We also rebuilt their recommendation rules using their real order data instead of guesswork — that's what a good recommendation model actually takes.
• Results: $3,929.82 in upsell revenue and 164 orders in the first ~22 days — attach rate up 18%, revenue per order up 14% — and $6,000 in upsell revenue over the full month.
• This is what customer success means to us: we don't just install an app and walk away. When a store's setup doesn't fit the defaults, we build what's missing.

In this case study #

• Who they are
• The problem
• What we built
• How we picked the recommendations
• The results
• Before vs. after
• If your store has its own problem
• Frequently asked questions

Install WB: Frequently Bought Together free →

Who they are #

Mountainside Medical Equipment (mountainside-medical.com) sells medical supplies on Shopify Plus — about 10,300 products, split close to evenly between everyday consumers and licensed professionals. WB: Frequently Bought Together has been running on their store since August 4, 2026.

A large part of their catalogue is prescription-only. Only licensed buyers are legally allowed to see and buy those products.

The problem #

Before we got involved, Mountainside's fix was simple: block every prescription product from every recommendation, for every visitor. Safe, but wasteful — it also hid those products from the licensed professionals who were allowed to buy them. Roughly 18% of their catalogue was invisible in recommendations, for everyone, all the time.

We also found their recommendations weren't really doing anything. No rules had ever been set up, so every offer fell back to Shopify's basic "related products" list — items that are similar, not items that actually go together. On a medical catalogue, similar usually means a rival product. A syringe recommending other syringes doesn't sell anything extra.

What we built #

We built customer-tag targeting into WB: Frequently Bought Together. A merchant can now show a specific offer only to customers with a specific tag — everyone else never sees it, not even hidden in the page code. For Mountainside, that meant licensed professionals could finally see prescription-product recommendations, while everyone else still saw a normal, compliant set of offers.

This setting didn't exist before. We built it because Mountainside's problem needed it, and it's now available to every store on the app.

How we picked the recommendations #

We didn't guess. We spent real time in Mountainside's own data — over 17,000 orders across 12 months — to find out what customers actually buy together, then built the rules from that. That's the part of the job that doesn't show up in a feature list: sitting in a merchant's numbers long enough to get the recommendations actually right.

A few examples of what we found:

We also double-checked our own work before shipping it. Before adding new pairings, we checked which products were already selling well on their own — 77 of them were already producing 55% of the store's upsell revenue. We left those alone, and only added rules where nothing was working yet. We'd rather leave a good result untouched than replace it with our own guess.

The results #

In the first ~22 days after the new feature went live: 164 upsell orders, $3,929.82 in revenue, average order value up 34.7%.

Comparing a few days before and after the feature shipped:

Over the full 30-day month, that grew to $6,000 in upsell revenue.

Before vs. after: what they used to pay for #

Before WB FBT, Mountainside ran two separate apps to cover what WB FBT now does alone:

The Selleasy figure's exact date range isn't confirmed, so treat this before-vs-after as directional, not exact.

WB FBT alone produced $6,000 in its first full month — ahead of what those two separate tools combined used to make.

If your store has its own problem #

Mountainside's problem was compliance. Other stores have their own version of it — wholesale pricing, VIP customers, membership tiers, region-locked products, first-time-buyer offers. The same customer-tag targeting we built for Mountainside already covers most of these, out of the box:

• VIP or loyalty customers
• Wholesale and B2B buyers
• Returning vs. new customers
• Licensed or restricted products
• Members-only ranges

If your situation isn't on that list, tell us anyway. This feature didn't exist until one merchant's problem needed it. That's how we build things.

Install WB: Frequently Bought Together free → — free plan covers up to 50 orders with no expiry; paid tiers start at $17/mo for stores doing up to 100 orders/month.

Frequently asked questions #

Can an upsell app follow licensing or compliance rules, not just discounts? #

Yes — this case study is the example. We can restrict a specific offer to customers with a specific tag, and nobody else ever sees it.

Does this only work for medical stores? #

No. The same targeting works for wholesale pricing, VIP tiers, new vs. returning customers, or any product that shouldn't be shown to everyone.

What if the app doesn't already support what my store needs? #

Tell us. This feature exists because we built something new for one merchant's specific problem, not because we picked it from an existing list.

Install WB: Frequently Bought Together #

Free to start, no expiry on the free tier's 50 orders. Install free →.

Related reading: How B&M Distribution generated €123,040 in upsell revenue → · How Arrislife hit a 15% upsell attach rate →

Written by Dhvanit.