Abandoned cart emails issue

14 0 3

Hi everyone .


Had a search but seems no one lese has this issue (that i can find)

we have abandoned cart email on ... in the abandoned cart area of orders it shows as abandoned cart email as "sent" - done  a test on a few emails and nothing received - checked on the email server for spam as well  .. nothing.

any ideas on steps to try to sort his out ?



hey, well we cannot judge the exact issue like this, we need to access your panel to check the same, but meanwhile you can checkout this resource, may be you can found it helpful.... https://help.shopify.com/en/manual/orders/abandoned-checkouts Thanks
CedCommerce | Digital Marketing Services

Digital Marketing Analyst
Skype: live:asthaupadhyay_1
E-mail: asthaupadhyay@cedcommerce.com
Shopify Staff
Shopify Staff
687 48 110

This is an accepted solution.

Hi @Rae_Stella

Ren here from the Shopify support team hoping to help you out here. 

I have a few suggestions for things to check into. Your abandoned checkout settings may be set on a schedule where they are actually sending anywhere from 1 to 24 hours later. You can double check this by going to Settings > Checkout:



Next, consider that there are a number of reasons why an email would not be sent at all: 

  • If a user creates more than one abandoned checkout in a row, then only one email will be sent to that potential customer. When you are running your tests, are you using the same email each time? 
  • If a user creates more than one abandoned checkout and then completes a sale, the recovery email won't send.
  • If a payment processing error occurs before the completion of a sale, the email won't send.
  • If your shop doesn't support shipping to the customer's address, the email won't send.
  • If the user selects their phone number instead of an email during checkout, the email can't be sent. 

You can find more details in the guide here.  


Let me know if I can clarify any of that for you!


Ren | Social Care @ Shopify 
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Shopify Partner
15 0 11

Hi Stella,

If you like to reach more visitors, when they abandoned the cart or even the browser without adding anything to cart, but they seem to be interested in some of your products, you can test smarter services like BestPush | Smart Notifications.


No need for your shop visitors to enter their personal information. There are lots of pre-written push notification templates for abandoned cart and other situations ready for you.


Check it out here:



Abandoned Checkout Manager is an abandoned cart Shopify app that helps you lower your store’s abandonment rate. Whenever a customer decides to add any product to a cart but doesn’t check out, the Abandoned Checkout Manager helps you bring them back. It helps you send emails to your customers to remind them of completing the checkout process at a frequency you set.

  • Customize Email – The store admin can customize the email design and also preview the live template before you send it. You can also send a test email to a chosen email address before sending it to your target audience.

These features of our abandoned cart Shopify app help you bring back the customers with the right remarketing.

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