Reached Checkout but not showing up under abandon checkout

Reached Checkout but not showing up under abandon checkout

michele10
Tourist
5 0 3

I am showing under analytics that i have customers who have reached checkout but yet when i go under abandoned carts nothing is listed there or shown.

 

I myself have left an abandon cart to test & i am not listed.  Why aren't they showing up, why aren't they being tracked?  I could potentially be losing out on sales!

 

The last time an abandon cart notification was tracked & sent was March 17

Replies 13 (13)

Erin
Shopify Staff
1060 136 171

Hi there @michele10 

 

I can take a look at this with you. Can you walk me through the steps you are taking to create the abandoned checkout?

 

In your Analytics, customers that "reach the checkout" are customers that click the Checkout button and end up in the checkout itself. However, an "abandoned checkout" refers to customers that not only click into the checkout, but also enter their customer information and continue onto the next page before leaving the checkout process.

 

If a customer reaches the checkout and doesn't enter their information, Shopify's system won't create an abandoned checkout. An abandoned checkout will also not be created if the customer leaves the checkout process before clicking the button to proceed to the next step (after entering customer information). This is because there would be no customer information saved to associate the checkout with.

 

If you are completing all of the requirements to create an abandoned checkout and you still don't see them being created in your Shopify Admin, please let me know. I'd be happy to troubleshoot this with you further. We definitely want you to be getting the most out of the platform. I also wanted to share this guide here with more information on recovering abandoned checkouts and this blog post with tips for creating abandoned cart emails.

Erin | Shopify 
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michele10
Tourist
5 0 3

Thank you. Yes, I went through the whole checkout myself entering in all my information & did not hit the submit button to pay & my cart was not added to the abandon cart tab. It stop tracking abandon carts March 17

Erin
Shopify Staff
1060 136 171

Hi @michele10 

 

Do you mind if I ask for your website URL? I'd like to try creating an abandoned checkout from my end to see if it will show up for you.

 

That being said, I would also recommend reaching out to our live support here (https://bit.ly/3cJkx8V) so they can review your account with you in more detail. If abandoned checkouts are not being created we'll want to troubleshoot this further.

Erin | Shopify 
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RobertoSalazar
Visitor
1 0 0

Hi Erin: Please your help.

 

We have the following product: https://nidit.cl/products/pack-3-boligrafos-bolippo-mas-regalo-libreta-van-gogh

 

(which is a product page generated by Bundle-Products-Upsell App)

 

It does not generate abandoned checkouts (in Shopify > Orders > Abandoned Checkouts), even after all the requirements to generate an abandoned checkout have been met (customers reach the checkout, enter information, click the button to proceed to the next step and then leave the checkout process). (As a result of this, Shopify is not sending the checkout recovery email for this product).

 

It is important to emphasize that a few weeks ago this product did generate abandoned checkouts without problems.

 

The purchase orders are registered with all the data, and they work correctly.

 

Using Klaviyo's tracking as an analysis tool, we have detected that in this case the Checkout starts, but the checkout_url is null, that is, it does not appear. This can be seen in the Activity Details of the Started Checkout event. That is, it seems that the Started Checkout event is generated, but the checkout url is lost.

 

On the other hand, the abandoned checkout is generated perfectly for all other products in our store. Therefore, the above case is the only one product with problems.

 

PD: It is worth mentioning that a few days ago we installed (started to use) Shopify's Marketing Automation and Google Channel.

 

This is a big problem for us, since this product is relevant. Shopify is not detecting the abandoned checkouts and therefore not sending the recovery emails. On the other hand, Klaviyo detects the Started Checkout event, but the checkout URL is lost, and this URL is key to send to the customers and that they can continue the checkout process.

 

I would appreciate it a lot your help.

 

Thank you

jayanti_gupta
Tourist
7 0 2

Hi @Erin ,

 

We are also facing the same problem since this Friday. The abandoned checkout records are not showing up under Orders > Abandoned Checkouts.

I have tried placing an order, and the payment gateway asks for card information. We provided incorrect card information to test this. The payment gateway records the failed transaction but there's no trail/ log in our Shopify store. Could you please help?

 

Thank you! 

charhew
Shopify Partner
21 0 58

I'm having the same issue. Any solution?

GabrielTamaki
Visitor
2 0 0

Same issue, the last abandoned cart registered on March 28th.
Please help!

itsjohnhall
Visitor
2 0 0

I'm having the same problem. My shopify analytics used to show abandoned checkouts and then it stopped and hasn't shown any in months. Now the reporting page is blank. Hoping Shopify or someone can provide a solution for this.

Erin
Shopify Staff
1060 136 171

Hi, @charhew@GabrielTamaki, and @GabrielTamaki. Thank you for letting us know you're still having trouble with abandoned checkouts.

 

I haven't seen any reports of this being a known issue and it's hard to say for certain what's causing this without seeing your account. For more help with this it's best for you to speak with our support team through this page. We can't see your account settings here over the Shopify Community, but if you reach out to us through the page I shared we can review this with you in more detail.

 

Let me know if you're having trouble reaching out to us there! In the meantime, this guide on abandoned checkouts may be able to help you out. 

Erin | Shopify 
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User2023
Shopify Partner
7 0 2

Can confirm this is an issue on all of the stores I managed and have worked on.

 

I can't know for certain whether it's simply as users aren't entering their contact info before leaving the checkout but from what I can see it's extremely unlikely that only 5% of users that reach checkout don't progress past the first page of checkout.

 

What's most likely happening is iOS safari, duckduckgo, etc.. block Shopify's event tracking and in turn you can't remarked to those users. I have 10-20 or more users reach checkout each day on one store and after 5 days no abandoned checkout data. 

 

It needs to be looked into as abandoned checkout emails are a huge source of revenue for e-commerce.

dustin146
Visitor
1 0 0

I'm also having this issue

TalentPopCX
Shopify Partner
1 0 0

I am testing alot of things right now for our Customer Service agents as we prepare to launch a new service to help our clients generate revenue through CS — I have a theory but it has not been confirmed.

 

My theory/theories is:

 

1. In hopes of avoiding spamming someone, Shopify will not send/recognize an abandoned cart for someone who has already used that email address or even shipping address

2. Similar to the one above, it could do something like this based on your IP address or even cookies within your browser

 

Again, I am not 100% sure but they are my thoughts. I have tested against some of these and they are proving to look true.

Chrispad
Tourist
4 0 0

I just started getting this issue. Still no resolution from Shopify?