I have two folks in Shopify who started check out and then abandoned cart and did not receive our abandoned cart email flow and for the life of me, I can’t figure out why!! Anyone every run into this? The only filters I have set up are that they don’t purchase anything after starting checkout and that they live in the United States…
Thanks in advance!
Best answer by matthewstuckingsView original
There’s a few reasons why this might happen, so here’s a couple of threads that articulate some of these potential causes:
Here’s a summary of the points mentioned in these threads:
I think a good place to start would be to rule these out one-by-one, since it will be difficult to diagnose without further information.
I hope this helps get you started, and thanks for using the Community!
Thanks for the response. I have ruled out the following:
Any other ideas?
Thanks again, Brian! Hopefully you can help me get to the bottom of it.
Can you send a screenshot of a profile activity who should have received the abandoned cart? Want to make sure the checkout started event is fired AND that no email is sent.
And the other:
Looks like there might be something in the recipient activity that will help us figure out what exactly is going on. Can you go to your abandoned cart email flow and see the recipient activity. Are the any emails that are being shown as skipped with specifics as to why. It should look like this as part of the interface.
yeah, I already looked there. The only folks skipped are people who actually checked out:
nothing from the dates they shopped.
In the case of abandoned cart flows, you're going to see that people often get skipped for failing the flow filter, which is a good thing! It's a good thing because they did place an order since starting the flow and that's what you want to see.
Since your abandoned cart flows have the flow filter "Placed Order zero times since starting this flow", it's going to check someone's profile before each step in the flow to see if they meet that condition or not. If someone fails the flow filter because they have placed an order since starting this flow, they will be skipped for any subsequent email.
yes, I am aware how the filtering process works. I just mentioned those others that are in there to show that the two who got missed, are NOT. Any other ideas based on the screen shots I sent last week?
They put stuff in their cart, they live in the states and they did not purchase anything since… they should have received an email. Unless I’m missing something….
Here’s another person who has started checkout and did not receive the abandoned cart email:
Usually, I turn this off for all flows and keep it on for campaigns. The other option is that Klaviyo doesn’t recognise that the profile is in the United States, sometimes locations are not tracked.
Jumping in here to try to help solve this issue. There are a couple more ideas I have.
First, have you tried back populating the flow? Metric-triggered flows only back-populate relative to when someone performed the action that should have triggered the flow. Doing so may push their profile through the flow.
Second, do you have Smart Sending turned on for this flow? This is probably not the case since you've already determined that the profile did not enter the flow at all, but thought I would ask just in case.
Hope this helps you dig a little deeper!
I guess I’ll just keep an eye on this and see if it persists. Should I reach out on this thread if it does? Not a big community contributor so not sure how it works. :)
haha I’ll need to upgrade for that. but thanks for all of your support and ideas! :)