How to include order details in internal abandoned cart emails?

Shopify Plus

Topic summary

A user is trying to set up an internal Flow email to notify their sales team about abandoned carts, including customer and product details. While customer name and email populate correctly, other fields (state, phone number, and product list) remain empty in the generated email.

Current Issue:

  • The Flow template code appears correct but returns blank values for most fields
  • Customer phone numbers aren’t appearing even when entered during checkout
  • Product details from abandoned carts aren’t populating in the loop

Root Cause Identified:
A Shopify team member confirmed that product data is not yet available for this abandonment type in Flow. This is a known limitation the team plans to address, though no timeline has been provided for when products will become accessible.

Unresolved Questions:

  • Which abandonment type would provide access to cart contents?
  • Is there a workaround to CC the customer-facing marketing email to the internal team?
  • Why phone numbers aren’t accessible when customers have entered them

The discussion remains open as the user seeks alternative solutions for their sales team’s follow-up process.

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

I am attempting to send an internal email with order and customer details to our team so our sales team can follow up with them. So far, I can get the internal email to send with the customer’s name and email but nothing else shows up. Am I missing something?

Code for internal email in Flow:

Customer: {{customer.firstName}} {{customer.lastName}}
Email: {{customer.email}}
State: {{customer.state}}
Phone #: {{customer.phone}}

Product: {% for productsAddedToCart_item in abandonment.productsAddedToCart %}
  {{productsAddedToCart_item.product.title}}
{% endfor %}

Email looks like this:

Customer: Shirley Corrothers Email: shirley.corrothers@gmail.com State: DISABLED Phone #:

Product:

Thanks. How to include order details in internal abandoned cart emails?

2

Are you sure that the abandonment is the cart/checkout type where it has products in the cart?

3

Hi Paul. Thanks for chiming in.

There’s a cart in the abandoned cart section of the Orders tab . All that information that I’m trying to send internally is available there. I’d think that it would be available to add to an internal email if the customer is getting an abandoned cart email with similar information.

4

Hi, it looks like the products are not yet included for that type of abandonment. That is something the team wants to fix, but I don’t have a timeline yet on when the products might be available.

5

HI Paul.

Thanks for the reply. There still is the issue of the customers phone # too. I can understand if they don’t enter it but if they get to a point where the phone number is entered, which in this case it was, we should be able to have access to it in Flow.

So what kind of abandonment would we have access to the cart contents? This is quite a good piece of information for our sales team to have and to have to send this manually every time would be difficult.

Is there a way to CC the marketing email that gets sent here?