Why is my abandoned cart and checkout tracking not working on Shopify?

Shopify Discussion
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I am noticing that as customers add items to their cart, and then leave the site, Shopify is not tracking the event.

I currently use Microsoft Clarity to see what is happening on my website. I have watched several customers input their email addresses, select a product, and add it to their cart. I have a decent collection of customers under my “Customers” tab, so I know that accounts are being created. Under “Orders - Abandoned Checkouts” I am not seeing any of the abandoned checkout sessions that I’ve watched via Microsoft Clarity. Additionally, under “Marketing - Automations”, I have 2 active campaigns, Abandoned Checkout and Abandoned Cart, that have 0 activity.

Is there a relevant and Important difference between an Abandoned Cart and Abandoned Checkout that I’m not understanding?

Is there something I am missing from my setup that is causing the automations to not recognize these Abandonments?

1 Like
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Same here. It tracks only some of the abandoned carts.

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We are having the same issue. Any updates on your end?

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I reached out to Shopify support and they escalated it to their Technical Team. They said that they “conducted troubleshooting to address the issue (we) were facing with (our) abandoned cart and checkout”. Immediately after that I tested it out on a guest browser and it worked as designed. They didn’t tell me what the issue was or how they fixed it. I would suggest reaching out and explaining the issue very thoroughly, it took them a few days to get it fixed.