I have a fair few abandon carts and the email automation I have set up is not working. How do I fix this?
Topic summary
Email automation for abandoned cart follow-ups isn’t sending despite multiple abandoned carts. The likely cause is that some carts don’t meet Shopify’s eligibility criteria for abandoned checkout emails.
Guidance provided: review Shopify’s “Recover Abandoned Carts” Help Center article to confirm eligibility requirements. These rules determine when an email can be sent and may explain why messages aren’t triggering.
Recommended troubleshooting: perform a checkout test in a private/incognito browser window and abandon it to see if an email is triggered. This helps isolate whether the issue is configuration-related or due to eligibility.
Assets: a screenshot was shared but the core guidance relies on the Help Center criteria and testing.
Status: no confirmed resolution yet. Action items are to review the eligibility documentation and run the incognito test to narrow down the cause.
Great question! Your abandoned carts may not be eligible for an abandoned checkout email to be sent. You can review the eligiblity requirements for this to be sent to customers in our Help Center: Recover Abandoned Carts.
I recommend also testing the checkout experience in a private/incognito window and check to see if you can trigger an abandoned cart email for yourself. This will help narrow down any possible issues with the automation.