Why isn't my abandoned cart automation triggering for all customers?

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Hello all

Have enabled abandoned cart automation in the marketing section to send to email to costumers when they abandoned a cart . The automation only triggered for one customer and is not triggering for any other costumers.

What could be the issue

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Hi @ragsmax ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with this request, to ensure it gets resolved.

To share some insight, there are a few circumstances where a recovery email is not sent to customers with an abandoned checkout. I encourage you to review those reasons listed below, to determine whether or not they apply to your customer that didn’t receive the notification:

  • 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 after reviewing those circumstances, you’ve confirmed that it does not apply to your customer, please feel free to connect with us directly. This will allow our support team to take a closer look as we wouldn’t have access to any account information here on the Community.

The connect with us, you can:

  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.

To learn more about abandoned checkouts, please feel free to check out our Recovering Abandoned Checkouts document as it touches on this further.

Please let me know if you have any other questions or concerns.

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Thank u for your response I will monitor the conditions and get back to you

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