Why can't I send recovery emails for abandoned carts?

[ethan_h]

When I click on an abandoned cart I no longer have the option to send a recovery cart email to the customer. There used to be an option to send a recovery email, I no longer have this option.

Please if I can get some assistance on this as I am losing lots of orders. Thank you.

[Victoria]

Hi there, @ethan_h.

Welcome to the Shopify Community!

Could you advise if you set up any kind of marketing automation for abandoned carts? If this was enabled, this means that you're no longer able to manually send cart recovery emails from your Orders > Abandoned checkouts section. The cart recovery emails will send out automatically through the automation that was set up. 

If this wasn't enabled, you're still able to manually send cart recovery emails as per our help center resource in step 4. From the screenshot you sent, you can select Copy checkout URL and select the customer's email on the right-hand side under Customer. 

I'd also love to hear more about your online business, how you got started and how you market your business online.

Let us know if this has worked for you.

[ethan_h]

Hello Victoria,

Yes i had turned on automations but I was not happy with the results. It seemed like it was not sending the customers emails, as the reach said "0".

Is their a way to return it to a manual recovery email? Thank you. 

[Victoria]

Thanks for your reply, @ethan_h.

We're sorry to hear you were not content with the abandoned cart automation that was enabled. Unfortunately, once these automations are activated, you're not able to revert to the legacy abandoned checkout email workflow. As a workaround in the meantime, we've shared steps in our Opt-in to the new abandoned checkout automation on how to manually email your customers.

While this is not exactly what you're looking for, I will be sharing your feedback with our development team as I understand this is important for the workflow of your business. I cannot guarantee that this will be implemented however, our team actively reviews feedback for improvement on the platform. 

[trunkshows]

I really hope the manual abandoned cart email option will be recreated. I used this feature all the time. I have also been unhappy with the new automated abandoned checkout options.