Abandon Checkout Not Showing Sent Status

[JoyrichAust]

I have noticed this morning that the sent status fields for Abandon Checkouts has disappeared from the Abandon Checkout screen.

We manually send abandon checkout emails to our customers, this is an issues when we go into the screen to not be able to see this information. up until yesterday we were able to see if an email was sent between the 'Placed By' and the 'Recovery Status' columns.

Can any one help?

[Ren]

Hi @JoyrichAust 

How long ago did you manually send the emails? Are you doing so through the abandoned cart screen by clicking, "send a cart recovery email" or through an email marketing app? 

Can I also get you to check the customer accounts to see whether they input their email addresses correctly? There are also the following reasons why an abandoned cart recovery email will not send: 

Hopefully that makes sense! 

I'm curious why you send your abandoned cart emails manually? This is a great feature to have streamlined into an automatic process to save you time and having to remember to do so. You can opt to do so using the instructions here.

If I can help any further please let me know.

[JoyrichAust]

Hi Ren,

We send abandon cart emails manually due to having bricks and mortar locations and to aviod sending these notifications to fraudulent orders.

The abandon cart emails are sending however the status column is now not visible on the abandon cart screen in admin, this column was there yesterday. I have multiple staff who look after this function within my business so not having the send status in the list is a problem for us.

We check all customer details before sending, that is not the issue.

Thanks for your screen grab, sadly this was not helpful for the issue we are facing.

Thanks,

[Ren]

Thanks for confirming and describing your process. 

Let's assess whether this is a browser related problem. Can you access your abandoned carts from multiple devices and is it the same issue across the board? Please try your desktop (try different browsers), mobile app and mobile browser. 

Also, were the orders in your screenshot processed through a sales channel other than Online Store, Buy Button or Wholesale? You can double check this by Filtering orders by Sales Channel to determine where these orders populated from.

It's important to note that orders that are processed through any other sales channels on your store will not generate an abandoned checkout recovery email.

[Julian2]

Same Problem here. You can't see if an abandoned checkout email is sent or not sent anymore in the described screen.

[Ren]

Hi @Julian2, 

Just a few things to note: 

Our abandoned cart recovery system only works for certain channels. These include Online Store, Buy Button or our Plus Wholesale channels.

If any orders are placed through third-party channels as well as POS, while an abandoned cart is still created, the system doesn't send recovery notifications to these specific orders. Additionally, some third-party apps may use the Draft Orders API in which case abandoned cart notifications do not send, as they did not originate in the Shopify checkout. You can read more about this in our help documents.

Something else to consider, if your abandoned cart emails are being sent to some customers, but not others, you'll want to double check that the option to send these emails is set to: "anyone who abandons their checkout" VS "Email subscribers who abandon their checkout", otherwise only customers that ticked the "subscribe to email" box at checkout will receive the abandoned cart recovery emails. Hope that makes sense! 

To access where to check or make changes to this setting, head to Settings > Checkout > Abandoned checkout emails. 

Please let me know if the above information solves the issue!

[bio-works]

Exact same problem here. Why has this disappeared from the Abandoned Checkouts view? 

[Ren]

Hi @bio-works, @Julian2 @JoyrichAust,

Thanks for hanging in there while I took a deeper look at this issue for you. 

What I have been able to glean, is that there was a new feature rolled out as a beta, and as of today is fully rolled out to all merchants. The feature is called Marketing Automations and it allows you to create workflows directly from Shopify Email.

You would have seen a prompt for this on your abandoned checkout screen which looked like this: Starting a marketing automation for abandoned checkouts will have removed the status column and rendering the automation inactive or deleting it will not reinstate the column, as far as I can tell from test runs. 

As this is a new feature, we are actively collecting all feedback regarding the changes and I have made individual notes for all 3 of you as far as requiring the option to have the status column returned, or at least as an optional column that you can toggle on and off. 

I am keeping an eye on this and will update as soon as I have more information for you. If you have any further feedback about these changes, please feel free to share here and I will log and monitor them going forward. 

Thank you!

[bio-works]

Thank you Ren for looking into this. I really need this feature back. I have enabled the marketing automation for abandoned checkouts, but it does not seem to be working and I do not understand why. Without the manual feature, I cannot follow-up abandoned checkouts at all! 

[Ren]

Happy to assist and yes I completely understand.

Are you able to provide any screenshots of your process showing it doesn't work? I will do my best to help troubleshoot this for you. Here's our Marketing Automation help page as well. 

Thank you!

[anjuuinspec]

I agree. I would definitely want this feature back. the automation is not working for me and all my abandon carts "scheduled" but not sent... and my automation says 0% open rate. It's not working vs the manual emails I was sending which I was able to recover the order. this is really messed up. 

[asakoulas]

Hi Ren, I would also like to get the sent status column back. Since it was removed, I've had multiple problems with my automated email for the abandoned checkouts. Thanks.

[Shay]

Hi @asakoulas 

Thank you for reaching out about this and sharing your feedback as well. Would you be able to provide some additional details about the problems you have been experiencing with automated email for abandoned checkouts? Are you using a third party app for your emails? 

The more information we have on any issues helps us in troubleshooting and implementing platform changes. 

[borahello]

Hi Shay.

Can confirm what other users are stating where the Sent status is not available on the Abandoned Checkouts screen. This is not browser dependent or system dependent (tested on Android mobile + two Windows PCs) and is still an issue as of 03/12/2023. I'd like to see this changed as it's very hard to determine whether the automation is actually working as intended & following up (or not) with the customers.

[Ren]

Hi @borahello,

Thanks for sharing your feedback here.

Are you able to provide some screenshots to support what you are seeing on your end? It's helpful to gather as much detail as possible so we can ship it to the appropriate teams when investigating these issues.

Any additional details, including screenshots would be appreciated.

[borahello]

Hi Ren,

The sent status is given in the response of the network request (see abandonedEmailState in the Network tab on the screenshot), but there are no UI elements to display this data. On mobile, this is a non-issue as the mobile elements in the app work as intended, but there are no corresponding UI elements for the desktop/website application to display the sent status. This is quite a blocker for me to have to use two different devices to get the information and/or accomplish my tasks for the day, instead I would expect that I should be able to use one device OR the other to accomplish the goal of seeing the sent status.

Hope this helps.

[lu-lu]

Hi,

I noticed a similar issue as everyone on this thread. I learned through this thread that I can see whether an abandoned cart email was sent on the app. As I suspected out emails are not going through. I checked the list that was referenced in this threat as to reasons emails may not have been sent but most abandon carts did not apply.

[borahello]

Hi Ren - I replied with screenshots months ago with no response. Is this on the developer's backlog of items to take care of in the coming weeks? Can we get a timeline of when paying customers can get this bug fixed?

[bio-works]

A year and two days after I submitted the request to re-instate a feature that was previously working, but no response. Obviously this is not going to get prioritized. It's a shame when developers and product owners have something that works and just inexplicably remove it. 

[Shay]

Hi @bio-works 

Thanks for sharing your feedback on this. If you are continuing to have issues with abandoned cart/checkout emails not being sent please reach out to our authenticated support to investigate further. 

At this time our email services should be working as expected with no known issues. I do recommend checking out our resources for setting up your new email workflows in our Help Center here: Recovering Abandoned Carts and Checkouts.

[bio-works]

Shay: 

I don't think you have read the original post. The feature that we are all missing is the ability to manually trigger an email to an abandoned cart owner. Yes, the automation is working fine, but it's not always that a user wants automation. Previously, one could choose. Now, we are forced to use automation or nothing at all.

[aprovost]

I just found this thread while trying to figure out how to get manual abandoned cart emails back. There was no notice when I clicked on automation that I would forever lose the ability to send manual emails. It's VERY important to my business that I be able to check customers first and see if they placed an order. Is there an update on bringing back manual emails once we've tried automation and found it didn't suit our customers?

[Shay]

Hi @aprovost, thank you for sharing your feedback on this change as well. 

At this time there is no further update on bringing that feature back, but I am happy to share your feedback with our developers for consideration. 

[asakoulas]

HI Shay,

Unfortunately, the issue is still persistent to this day. Do you have an idea when it will get resolved?

Thank you

[Wenson]

The Plus Support reply me: 

Thank you for your patience, upon checking this with our internal team they mentioned that this is a normal behaviour. This is because you may have recently upgraded to the abandoned checkout automations. Prior to this, there use to be a link in the abandoned checkouts where you could send an email. This is gone now once you upgrade to the new automations. Looking in your abandoned checkouts, the link is no longer there. You can also check the full details of this here on our Shopify help docs.

Upon confirming with our internal team currently there is no way to revert this back. This is a new feature I understand how important this is for you and what I can do here on my end is I'll coordinate this with our developer on your behalf so they can take a look on this part of this feature for updates.

So there is no way to bring it back for now. All we can do is waiting.

[JoeY29]

Hi,

Can I know if there had been any progress in this front?

I just lost old abandoned cart format on my account today and the new automation led process is very confusing. There is no way to send recovery mails manually. Please update if there had been any progress in bringing the feature back.

[Shay]

Hi @JoeY29 

Thank you for your feedback on this. You are correct that you are not able to send abandoned cart recovery emails manually through the admin. If the customer has signed up for email communications and you have their email address in the order details then you can send an email to them directly. 

You can learn more about how this automated workflow integrates with your store through our Help Center here: Shopify Help Center | Opt in to the new abandoned checkout automation.

I would love to know more about your previous workflow and why you prefer to send the abandoned cart emails manually instead of having them automated by the system. 

[TimKateYARD]

Same problem here