Why isn't my workflow automation sending emails for abandoned carts?

[Jennielee71]

I am using the workflow automation for abandoned products and carts but it has yet to trigger any emails.  However when reviewing my app, Lucky Orange, I can see where  products have definitely been viewed and/or even added into carts.  I used the default set up for the workflows and just  activated them so I do not understand why they are not working.  Any suggestions?  TIA!

[DongfangZ · Accepted solution]

Hi there are limitations on how we are able to match user sessions with a customer email address: 

"

Customers need to have previously completed a purchase and subscribed to your store's marketing to receive abandoned cart and abandoned product browse emails.

If the customer's browser prevents browser cookies from being collected, then it might prevent email messages from being sent."

https://help.shopify.com/en/manual/promoting-marketing/create-marketing/create-marketing-automations