I unchecked the option to send “abandoned cart” reminders to my customers, but a customer of mine received a notification. I do not want to send out reminders. Am I missing a step? eh
Topic summary
A customer received an abandoned checkout email even after automatic reminders were disabled. The core setting to stop automatic sends is unchecking “Send abandoned checkout emails automatically” in Settings > Checkout > Abandoned checkout emails.
Key checks and next steps:
- Verify the automatic email checkbox is disabled in Checkout settings (screenshot provided in the thread).
- Open the specific abandoned checkout record and check if a staff member manually clicked “Send a cart recovery email.” A banner on that page confirms manual sends (illustrated in screenshots).
- If not manually sent and Shopify emails are disabled, review installed apps for their own abandoned cart/checkout email features. Disable within the app or contact the app’s support.
- If no apps are involved and emails still send, contact Shopify Support (live chat, email, or callback) via the provided link to investigate account-specific causes.
No final resolution in-thread; outcome depends on whether a manual send or an app-triggered email is identified. Screenshots are used to show where to disable the setting and how manual sends are indicated.
Hey, @scobfri ! Welcome to Shopify Community!
As long as you uncheck the Send abandoned checkout emails automatically checkbox in the Settings > Checkout > Abandoned checkout emails area of your Shopify admin, the emails should no longer be automatically sent to your customers. The abandoned checkout email can still be sent to them but only when the Send a cart recovery email button within the specific abandoned checkout page is clicked:
When the cart recovery email is manually sent, this will show on the banner within the abandoned checkout page:
I recommend checking the abandoned checkout to see if it was manually sent. If there’s no sign that an email was manually sent but the customer still received it and the abandoned checkout emails have been disabled, there’s a possibility that an app is sending a different abandoned checkout email. You can check with your apps if this is the case, and contact their support team to have it disabled.
If you don’t have an app that is sending abandoned cart emails and they’re still being sent, we’ll need to access your account to investigate. 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/3cJkx8V and log in to your account to create a support request.
After visiting the link and logging in, you’ll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You’ll then see the option to create a support ticket on the next page.