Abandon Checkout Not Showing Sent Status

Shopify Discussion
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Topic summary

Abandoned Checkout admin view no longer shows the “Sent” status column or a manual “send recovery email” option after Shopify’s Marketing Automations rollout. This affects visibility of whether recovery emails were sent and prevents manual follow‑ups.

  • Cause/change: Enabling the new Abandoned Checkout automation removes the status column and manual send; deletion or deactivation doesn’t restore it. There’s currently no way to revert to the old behavior.
  • Impact/reports: Merchants report automations marked as “scheduled” but not sending, 0% open rates, and uncertainty if emails are firing. Desktop/web UI lacks sent-status display, though the network response contains abandonedEmailState; the Shopify mobile app still shows status. Manual sending was used to screen for fraud and for brick‑and‑mortar workflows.
  • Early troubleshooting: Staff initially suggested browser checks, sales channel limitations (only Online Store, Buy Button, Plus Wholesale send recovery), and email subscription settings.
  • Shopify response: Confirms intended change with Marketing Automations; advises using automated workflows or emailing customers directly outside the abandoned checkout tool; asks for screenshots and feedback; no ETA to restore manual send or the status column.

Status: Ongoing with no resolution or timeline. Screenshots and app views are central to understanding the issue.

Summarized with AI on January 13. AI used: gpt-5.
6

Hi @Julian2 ,

Just a few things to note:

Our abandoned cart recovery system only works for certain channels. These include Online Store, Buy Button or our Plus Wholesale channels.

If any orders are placed through third-party channels as well as POS, while an abandoned cart is still created, the system doesn’t send recovery notifications to these specific orders. Additionally, some third-party apps may use the Draft Orders API in which case abandoned cart notifications do not send, as they did not originate in the Shopify checkout. You can read more about this in our help documents.

Something else to consider, if your abandoned cart emails are being sent to some customers, but not others, you’ll want to double check that the option to send these emails is set to: “anyone who abandons their checkout” VS “Email subscribers who abandon their checkout”, otherwise only customers that ticked the “subscribe to email” box at checkout will receive the abandoned cart recovery emails. Hope that makes sense!

To access where to check or make changes to this setting, head to Settings > Checkout > Abandoned checkout emails.

Please let me know if the above information solves the issue!

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