Why aren't my abandoned checkout recovery emails sending automatically?

[FullMoonLTD]

Why wont my abandoned checkouts recover? Emails arent being sent automatically at all and the error that i am getting is as follows:

Flow action received with invalid properties. Customer does not accept marketing for customer id=7132744810800: {"status":400,"response_body":"{\"message\":\"Flow action received with invalid properties. Customer does not accept marketing for customer id=7132744810800\"}","verb":"POST","url":"https://email.shopifyapps.com/flow/action","request_body":"{\"shop_id\":71287308592,\"shopify_domain\":\"fullmoontransfers.myshopify.com\",\"properties\":{\"abandonment_id\":\"gid:\\/\\/shopify\\/Abandonment\\/727349723440\",\"customer_id\":\"gid:\\/\\/shopify\\/Customer\\/7132744810800\",\"marketing_activity_id\":\"gid:\\/\\/shopify\\/MarketingActivity\\/154837614896\"},\"action_run_id\":\"e122c8633cc1de6979ec5f97428b4e3055da1740\",\"action_definition_id\":\"Send Marketing Email\",\"step_reference\":\"4b99bcaf57d0faf3b91f0fdce2f7a80a0c455cf9a77956155b58dfc69fa07048\"}"}

Its the Marketing email that fails everytime. So its not even sending the email out to customers.

Can someone please help?

The theme i am using is Vision.

Thanks

[Shay]

Hi @FullMoonLTD, welcome to the community forums. Thank you for reaching out with your question! 

It sounds like you are using the new abandoned cart/checkout email flow. With this setup Shopify email is not able to send an email to a customer who is not already a subscriber to marketing emails, as noted in the error message you received. You can read more about why an abandoned cart email may not be sent in our Help Center here: Shopify Help Center | Opt in to the new abandoned checkout automation.

[PixiePawsPets]

I have a customer who is email subscribed and it has the same error message as the OP. I don't understand why they wont send?? Is their anyway to fix this? As I do not like the shopify emails..

[mtufekyapan1]

Hi @FullMoonLTD 

This is happening because people who are leaving the checkout not subscribe your store yet. People should subscribe to marketing emails then if they leave checkout your checkout recovery emails will be send.

I highly recommend to use a solution to collect emails. This solution should subscribe emails directly to your Shopify store so you can send those emails.

[PixiePawsPets]

I have a customer who is email subscribed and it has the same error message as the OP. I don't understand why they wont send??

[mtufekyapan1]

Did you check your automation flow? If there is any error, you can see inside the flow. If the customer email subscribed and give the marketing email permission, it should works perfectly.

Just log in to your Shopify admin panel, check your automation flow. Sometimes there are some tiny errors. It can be because of this.

[PixiePawsPets]

It hasn't been working for me sadly. I did just update it to this;

Tho, Previously I didn't have it 'Marketing state is equal to subscribed' I just add that before and am currently do a rerun to test it.. 
Straight after the wait 1hr, it is 'send marketing email' which is the part that it Errors on for the past 4 customer abandonded checkouts 2 of which are email subscribed.
I hope this helps, maybe I have it set wrong?
Thank you for replying, hopefully you can help me 🙂

[mtufekyapan1]

Which email app do you use? Shopify own email?

Can you check the last step (where email should send like the attachment)

[PixiePawsPets]

I am using Email, Shopify email one, I don't get the red ! i just have it look like this;

I hope this helps

[mtufekyapan1]

It's great to see that. What is written inside the "Actions" box? Can you click on it and share what do you see? 

[PixiePawsPets]

This is the dropdown for the actions box;

[mtufekyapan1]

It's quite odd. Can you send regular emails with Shopify Email app?

[PixiePawsPets]

Yes, I have a monthly newsletter I email out without any issues every month, my most recent one was on 1st of this month. I have no issues with that at all. I also have these running without issues that I have recently made as well;

[mtufekyapan1]

Man this is quite interesting. What is your store URL? Let me test it with my own email?

[PixiePawsPets]

Yes happy for you to test it, www.pixiepawspets.com.au

I stopped using the shopify's already added email because I dont want to code the email to make it look better.. Hence setting it up this way, tho ever since I did, it just doesn't send. Could it be because of this? I don't have it selected to because I assumed it means it will send their automated one..?

[mtufekyapan1]

Thanks. Now I abandoned on checkout, let's wait and see what'll happen 😉 

[PixiePawsPets]

Haha, well if you haven't recieved an email in an hr, then it still doesn't work lol 
This is the error message I get from my bestfriend who is email subscribed and we have been using her to test it, I have no idea what it means.

[mtufekyapan1]

Hımmmm, this message explains a lot actually. Are you sure she entered her email address correctly? It seems like email contains a special character or broken?

[PixiePawsPets]

This is the exact email that I send my monthly newsletter to her to as well and it doesn't has issues. This seems to be the error code for all the abandoned checkouts as well tho 😕

I edited one of my replys above, to include this:
I stopped using the shopify's already added email because I dont want to code the email to make it look better.. Hence setting it up this way, tho ever since I did, it just doesn't send. Could it be because of this? I don't have it selected to because I assumed it means it will send their automated one..?

[mtufekyapan1]

Nope, this settings shouldn't be the issue, automation settings seem to be okay.

Error message is all about the recipient email address 😉   

[PixiePawsPets]

Okay, well when I did have it clicked it would send their automated email without issues, I only recently changed to my own email automation because I wanted to make it more personalised and branded to my business. I am glad that by unchecking it, doesnt change my automated emails haha. 
It's strange because its the email error message even with my own personal email as well which I know isn't the issue lol.

[PixiePawsPets]

Good evening, This is the error message, As the email didnt send to you either..

Any ideas?

[PixiePawsPets]

Good Morning,
I wanted to let you know what the error was, I had in the my email the "Abandoned Cart" Section not the "Abandoned Checkout" Section. Shopify Help centre helped find the issue last night. Thank you so much for all your time in helping me to try and resolve the issue. 🙂

[mtufekyapan1]

Glad to hear that! By the way I got emails from your store 😉