Why are my abandoned cart emails showing up empty?

[Proson]

I have to manually resend the abandoned cart emails due to a business decision. However, the preview shows an empty content, where the actual email does contain

the message body, can I ask why and how to fix it？ 

Thanks

Preview email screen shot

Abandoned cart email template preview screen shot

[Nick_Marketing]

You need to edit the email template.

To edit the Abandon Cart email template go to:
Go to Settings--> Notifications---> Abandoned Checkout

[Proson]

Can you tell me how please?

[Nick_Marketing]

To edit the abandoned cart template requires quite a bit of code manipulation, usually, for this task a web developer can help.

[Proson]

After all just you're trying to do the sales pitch here？

[Nick]

Hi @Proson,

This is quite a complex code change and difficult to share the exact changes necessary in a reply here. If you'd like further help with this, you can see the Shopify Expert directory here or reach out to @Nick_Marketing directly to see if he can help too. 

[Proson]

Well can you show me the documentation and I can take a look on how to fix it. Though I'm not quite a web developer but I've been coding PHP, html and stuffs for more than 10 years. 

And don't forget Shopify is a paid platform already and it is not like woocommerce and wordpress where I can easily figure out the code and add functionalities I like. 

[Nick]

Hi @Proson,

I am not proficient with coding by any means, so in terms of an exact solution I wouldn't be too much help. Shopify does however have a help guide for editing and customizing email notifications such as abandoned carts which might be a good place to start for you on this. You can read it here. 

If you do feel you need help and aren't completely comfortable adjusting the code in your store, it could be worth reaching out to a Shopify Expert for a small task job to help you. 

[Proson]

Just added a piece of code

 {{ custom_message }} 

 and everything is fixed. 

Thanks for guidance. 

[Bjorn_Forsberg_]

Hey @Nick ,

Shopify Partner/App Developer here. This actually looks to be an issue with the Shopify admin, where when you want to manually resend a Abandoned checkout email to a customer, it picks up the "Contact customer" email notification template, instead of the "Abandoned checkout" email notification template.

We've seen this on another merchant store as well, also when using the default Shopify email notification templates (unedited). For some reason it's now picking the wrong template, when going through the manual flow.

Just wanted to give a heads up!

Thanks,
Bjorn Forsberg

[Nick]

Hi @Bjorn_Forsberg_,

Thanks for noticing that and flagging it. Could you flag this bug by logging in here, please. It's the best and most efficient way to get this to the correct team! Once logged in, if you could flag it under under [Beta] Report an issue, that would be awesome. 

[Bjorn_Forsberg_]

Hey @Nick ,

Thanks for the reply, but that doesn't allow me to report issues within the admin:

Thanks!

Bjorn

[Nick]

Hey @Bjorn_Forsberg_,

Yep, you can report it through the Report an issue with our APIs and if that's not the right place then they will send it to the correct team. But this is the best place to let the relevant teams aware of issues like this. Thank you again! 

[Ethan_g]

Hi @Bjorn_Forsberg_  and @Proson 

I have the exact same problem. I use headless commerce with Shopify, so emails don't get sent automatically and when trying to send manually the email is "empty", i.e. Shopify picks up the wrong template like @Bjorn_Forsberg_  described.

Did you manage to find a fix for this issue?

[Proson]

I am now using Omnisend app to manage all emails, including abandoned cart. It works perfectly. 

And they have features like split-testing, leads filitering or tagging. It makes email marketing easily done. 

Hopes that help.