Hi @Cheyy, 

Do you mind sharing with us which platform you’re on?

I suspect customers lost products because they are switching devices or using different browsers between sessions. Most platforms will pass a “token” in the return to cart URL which let’s the platform reconstitute the items in the cart even if the user is coming back from a different device (e.g. Phone to Desktop, or Work Computer to Home Computer).  But some platforms don’t do this natively and you’ll have to work with developers to implement this. 

Let us know which platform you’re on, examples of the code you’re using in the template, and I’m sure we’ll be able to help.

@retention Yes! We use Shopify’s platform. 

Our code looks like this one: {{ event.extra.checkout_url}} 

Hi @Cheyy, just to loop back on this - Shopify has a fairly robust system of “rebuilding a cart” from the checkout_url so this should work out of the box.  However, items in a cart don’t stay around forever in Shopify’s cache (they have to store every customer’s cart items on their server since they have to rebuild it from the URL).  I found this response in Shopify’s community:

• How Long Items Saved In Cart?

Checkouts that aren't draft orders and haven't converted to orders will be purged if:

• They were created more than 3 months ago.
• They haven't been updated in 1 month.
• They don't have a transaction attached to them (any transaction data will prevent deletion, failed or not).

It is possible that some of the items “expired” and hence why they don’t work?  Did you notice this only for customers who try to click on the link beyond 30 days?