Why isn't the abandoned checkout showing up after customer selection?

[Rangehoodmaster]

Hello, Greetings! Our abandon checkout did not show up after customers have filled the information and reach to checkout without completing the purchase. Since we make custom products, there will be many options. And the options are achieved via the App Variant Option Product Options.  When we did not add the options, the abandon checkout will get through and appear properly in the lists. But if customer select the options, then the abandon checkout won't appear.

Can anyone help? Really really appreciated. Thanks

[Blair]

Hi @Rangehoodmaster,

Thank you for reaching out to the Community! I'm happy to provide some assistance with abandoned checkouts, to ensure this gets resolved. To confirm I'm fully understanding, has an abandoned checkout previously populated as expected when using the installed app? 

To share some context, an abandoned checkout is triggered only when a customer has entered their phone number or email address during the checkout process. If this has not happened and they exit the checkout, no abandoned checkout will be created for that customer.

Due to this, I would encourage you to add product(s) to your cart and complete this step to ensure this is working as expected. If however, you are not seeing an abandoned checkout populate after filling out your email address and/or phone number, I would recommend Contacting Support for further investigation. 

Please let me know if you have any other questions or concerns.