Abandoned Cart Automation Not Working

[joshstolz8]

So, I recently implemented the Abandoned Cart Automation by going to Shopify's automation templates, selecting the abandoned cart automation, editing the email, and making it live. I didn't change any of the steps within the automation at all. Since I've made the automation live, I know for a fact that I've had customers who are subscribed to email marketing come to my site, add things to their cart, and then leave the site without making it to checkout. For some reason no emails have triggered at all. I also have the Abandoned Checkout email automation setup, and that one is working perfectly fine. 

Does anyone know why the Abandoned Cart Automation wouldn't be working? When I ask Shopify customer service, they tell me that Abandoned Cart and Abandoned Checkout are the same thing, which I know isn't true. Also may help to note, my site doesn't have a login, it just collects people's emails with a popup banner, a form at the bottom, and whenever they go through checkout. Any help is much appreciated! I feel like I'm leaving money on the table to not remind these customers of the items in their cart after they leave!

Where I found the abandoned cart automation in templates:

The automation workflow that's live: 

No emails triggered or sent: 

 

[joshstolz8]

Hey Francisca, I'm specifically talking about the "Abandoned Cart" automation. I have not tried to implement the abandon browse email yet.

[JordanG2]

Hey, 

His did you go with this? This is exactly my situation. 

[cloudnola]

I have the same.  I got 60 abandoned checkouts and just 3 emails fired.  I changed the setting from marketing subscriber to all customers, which is allowed here, but still nothing.  I was just on the chat with 3 different Shopify experts, and one ask me what "I was trying a achieve" with the abandoned check out email automation.  So I gave up on them.  

[joshstolz8]

From what I learned, in order to send an Abandoned Cart email, you have to have a website where people have accounts that they log into. Only if they're logged into their account that's associated with an email, could you then send them an abandoned cart email. So, because I don't have a site where people have accounts, I can't send abandoned cart emails, I can only send abandoned checkout emails if the customer has reached checkout and entered their email at checkout THEN abandoned their cart. 

[cloudnola]

Hey I have abandoned checkouts, and I see their email on their abandoned order.  But no email out, any tips for that?  Or do i have to go get Klaviyo or something of that sorts?

[mikap]

Hi - where did you learn this? A customer shouldn't have to be logged in in order to be eligible to receive an Abandoned Cart email... 

[CarmineT]

Indeed shopify is really getting worst.

Doesn't make sense at all ask customer that decided to leave email and subscribe to create a profile.

This is a extra layer preventing people to order.

[mikap]

Hi there - did you get any resolution from this? I also would like to send Abandoned Cart emails to subscribers or people who have provided email but have NOT started the checkout process. Wanted to understand what the exact automation flow would be.

[CarmineT]

Unfortunately I confirm as others have said it is working on klaviyo for email subscribed but not in sshopify,

This does not make sense at all.

[Imogen]

Hi there, @CarmineT. Thank you for taking the time to follow up on this thread here, and for being an active participant in the chatter taking place around this issue. I wanted to recommend, for users experiencing issues with these flows firing, connecting with our Authenticated Support Team so our Team can dive into your account, look at your flow, and check on other factors that we may suspect are playing a role in the issue here. For good measure, make sure that you test your flow yourself, too, just so you can get an idea of what specific step in the flow may be the one that is causing a halt in it's progress.

[MarkLyt]

Just came across the same issue, pretty horrendous to have basic automations that don't work out of the box.  Now I have to move everything back to Klaviyo that actually works.

[cloudnola]

I agree I was very happy to have all Shopify, but yes, i just jumped back out, this time im trying Omnisend.. 

[lupicoffee]

I believe I have the solution, I received the following response from Shopify: 

I am sending you this follow up email as promised in regards to your concern earlier about the automations for abandoned cart and abandoned checkout not being sent to the customers. Upon coordinating with our Support team, we were able to see that the reasons why these automations are not being trigger are because of the products not being quantity tracked and the sender email being unauthenticated. In order yo resolve this then, you need to authenticate the sender email that you are using by going to your admin settings > Notifications > Authenticate your email and then copy all the records that are shown and paste those records in your domain's DNS settings. After all the DNS records were pasted on the DNS settings of your domain, you need to go back to the Notifications page and then finally authenticate the email.

Additionally, please ensure that the quantity of your products are also being tracked since one of the conditions of the automations is for the product to be in stock. That being said, the products' quantity needs to be tracked so that the automation can detect if the product in the abandoned cart or checkout is in stock. You can follow the steps on the screenshot below so you can track the quantity of your products.

[CarmineT]

This answer from shopify does not make sense, because I have in my shop set those and tracking products.