We're using "buy button" embeds on an external site, and the abandoned checkout emails have stopped sending most of the time.
Shopify is reporting the error "This checkout was not created by the Online Store or Buy Button sales channel." However, the checkout was surely created through the buy button sales channel.
This is an email that was sent on the same day.
What could be causing this is happen?
Solved! Go to the solution
Sophia here from Shopify.
There are a number of potential reasons why abandoned checkout recovery emails are not sent, though it does seem strange that the "This checkout was not created by the Online Store or Buy Button sales channel." message would appear if your store only has the Buy Button sales channel enabled. Are you positive that there are no other sales channels enabled on the store (like Facebook or Instagram, for example)?
I'm happy to see that some recovery emails are going through. If there are definitely no other sales channels enabled on the store and the other potential reasons don't match these abandoned checkouts, I can absolutely take a closer look at the ones whose recovery emails didn't send. Let me know what you find!
I can absolutely take a closer look. I've sent you an email in order to investigate. Please send a quick reply to that email whenever you're able to, including your .myshopify.com URL and any specific order numbers or links you're concerned about. If there are quite a few orders in question, just 2-3 examples is a great start. Thank you so much.
This is an accepted solution.
@Gemini_Marine We found a solution that seems to be working.
The culprit was using a custom storefrontAccessToken in
(we were using one generated in the custom app section).
You can find the default access token by generating a Buy Button in Sales Channels → Buy Button, and searching for the line of code above:
Hope this helps!
Thank you so much for sharing your solution here, @andwhyds!
@Gemini_Marine, please let me know if you still need help and I'd be happy to take a closer look into the account.
In this case it was not an installed app. If you're using buy button embeds, you'll need to check that the embeds are using your store's default access token.
It's found after:
in the embed code.
You can find the default access token by generating a Buy Button in Sales Channels → Buy Button, and searching for the line of code above.
Thanks for you quick reply.
I'm not using buy now button on my site and I couldn't find your mention anywhere in the code.
I haven't changed anything to the theme in the last 6 weeks and the issue with abandoned carts not sending email started a few weeks ago.
Could it be a different issue?