Why aren't my abandoned cart emails sending?

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1

My abandoned cart automation has not sent for the last four weeks. Under status they all read “scheduled.”

Scheduled for when? I do not recall making any changes to this, nor can I find a setting to force/manually send.

2

Hey @CariMistry ,

Welcome to the Shopify Community!

A recovery email is not sent for an abandoned checkout in the following circumstances:

  • If a potential customer creates more than one abandoned checkout in a row, then only one email will be sent to that potential customer.
  • If a potential customer creates one or more abandoned checkouts and then completes a sale before the recovery email gets sent, then the email won’t be sent.
  • If a payment processing error occurred when the customer tried to complete their checkout, then the email won’t be sent.
  • If your shop does not support shipping to the customer’s address, then the email won’t be sent.
  • If you allow customers to enter a phone number instead of an email address at checkout, and the customer chooses to enter a phone number, then the email can’t be sent.
  • If none of the products in the checkout are available for purchase (empty inventory, for example), then the email won’t be sent.
  • If all the products in the checkout are free, and the customer does not visit the shipping page to add a shipping fee or the shipping fee is also free, then the email won’t be sent.

If you have configured your shop to automatically send recovery emails, the Abandoned checkouts page will contain tooltips explaining why recovery emails were not delivered.

Tip: The Abandoned checkouts emails report helps you better understand how effective those emails are at bringing your customers back to finish a transaction. It’s available in the Marketing section of your Shopify admin. The report tells you how many sessions and completed orders have resulted from the reminder emails. You can also see information like conversion rates, total amount of sales, average order value, average number of products sold, and how many customers were first-time buyers.

Let me know if I can clarify anything further!

3

Thank you!
If that was the case and one of those conditions s applied, would the status read “scheduled”?

What if those conditions don’t apply?
I have not had one automated email send since mid July. Seems rather unlikely.

4

@CariMistry

We’ll need to access your account securely with our live authentication methods in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback.

Please visit https://bit.ly/3BANQVf and log in to your account to create a support request.

5

@CariMistry have you had any luck looking into this? We’re also seeing some strange behavior with Abandoned checkouts since starting in July.

6

This was happening to me as well - some abandoned emails would get sent and some would remain “scheduled”. In my case, my guess was that the emails remained “scheduled” because those specific people added a coupon code to their cart that was no longer valid or the amount had changed.

7

Just in case someone was still wondering what “scheduled” means… I believe it means that it is scheduled to send out the reminder email you have set up to send out when customers abandon their checkout.