Why are my abandoned cart emails not working anymore?

[jeaninecarstens]

I used to be able to send abandoned cart emails.

However it no longer gives me the option as it used to, shown below.

My abandoned carts are also not showing up anymore.

 

[Blair]

Hi @jeaninecarstens,

Thank you for reaching out to the Community! I'm happy to provide some assistance with abandoned checkouts, to ensure this gets resolved. 

To share some context, the abandoned cart recovery system is designed to trigger when an order has been placed through the Online Store, Buy Button, or Plus Wholesale sales channels. Currently, any app or third-party channels in addition to the POS can create an abandoned cart, but will not send a recovery notification. For more information on this, you can check out our Recovering Abandoned Checkouts documentation for further details. 

Additionally, there are a few more circumstances where a recovery email will not be sent to customers, including:

• If a potential customer creates one or more abandoned checkouts and then completes a sale before the recovery email gets sent, then the email won't be sent.
• If a payment processing error occurred when the customer tried to complete their checkout, then the email won't be sent.
• If your shop does not support shipping to the customer's address, then the email won't be sent.
• If you allow customers to enter a phone number instead of an email address at checkout, and the customer chooses to enter a phone number, then the email can't be sent.
• If none of the products in the checkout are available for purchase (empty inventory, for example), then the email won't be sent.
• If all the products in the checkout are free, and the customer does not visit the shipping page to add a shipping fee or the shipping fee is also free, then the email won't be sent.

If after reviewing all of the following circumstances listed below, a recovery email should have been sent please feel free to Contact Support. This will allow our advisor team take a closer look and ensure it gets resolved as quickly as possible.

As for not receiving abandoned checkouts, are you able to share a bit more context? For example, you no longer see any abandoned carts when heading into Orders > Abandoned Checkout from the Shopify admin? 

Please let me know if you have any other concerns.