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{{ event.extra.responsive_checkout_url }} doesn't rebuild my cart (Shopify integration)

  • 2 September 2022
  • 7 replies
  • 565 views

Hi Community! 

 

I’m having troubles with my abandonment cart flow. Already checked a lot of related responses here in the community, but none helps me get through it. Hope you can help me. 

 

The thing is that “Recover my cart” button on my emails doesn't rebuild the cart. The body of the email is fine and it shows the products my clients left behind, but when hitting the button it goes directly to the home page. 

 

I started using the {{ event.extra.checkout_url }} when noticed the problem, and changed it for

{{ event.extra.responsive_checkout_url }} which is currently on my emails, but the problem remains. 


My eCommerce is in Shopify and the trigger of the flow is the Checkout Started event.

 

One important thing. I’m noticing this error with my own user. After running some test and reviewing my site, I met the conditions to be part of the flow and successfully received the email, but with the issue with the button. Could be a specific problem with my email and not with the flow?

 

My concern is that this might be happening to actual potential customers, and therefore I’m losing opportunities to recover them. 

7 replies

Omar
Rank
Userlevel 7
Badge +45

Hi @Lorena Jaqueline ,

When you click on preview and it shows a preview what is the URL that you're seeing for that button? Can you share this here? Normally it should populate to something like https://www.sitename.com/000randomnumber/sitename/0000randomdigits 

Do you have Recharge or any subscribtion tool active?
 

Sometimes when people already ordered it might bring you to the thank you page (not homepage). It's best to test this using the preview button in the Klaviyo editor. In the preview you can preview the 10 last people that had the checkout started.

 

 

Omar Lovert
Polaris Growth

Helping E-commerce brands maximize Lifetime Value & Profits with Klaviyo, CRO & CVO - Get your free Audit - https://link.polarisgrowth.com/free-audit
Lorena Jaqueline
Rank
Userlevel 1
Badge +6

Hi! 
No, I don’t have recharge or any other subscription tool active. 

 

I did another test with a different email and it recovered the cart successfully, so I’m starting to believe that the problem might be only with my email, but I want to be sure that it’s not happening to actual potential customers. 

 

I can’t share the link, but it’s similar to what you described:
https://mysitename.com/randomnumbers/checkouts/ac/cfc3...

And that’s all can see in the preview. 

Lorena Jaqueline
Rank
Userlevel 1
Badge +6

Hi @Omar 

 

I have new insights regarding my problem. We did a test with a user that entered the flow for the first time ever and it did recover its cart. 

 

But, among my team, we’ve been in the flow before and met the conditions to be in it again. And in this case, it’s when the action button doesn’t rebuild our carts, and drive us to the home page instead :c 

U
Rank
Badge +2

Hi @Lorena Jaqueline did you find any solution to your problem???

Lorena Jaqueline
Rank
Userlevel 1
Badge +6

Hi @Lorena Jaqueline did you find any solution to your problem???

Not really, sometimes it works, but others don’t. I’m betting something related to cookies and stuff, but not sure. 

retention
Rank
Userlevel 7
Badge +59

@Lorena Jaqueline @Omar Sorry to bring back an old thread, but sharing our experience for future reference. We had the same problem with one of our clients’ account.  It turns out after many hours of trying to figure out why it didn’t work, they had Intelligems installed, which is an A/B Testing framework for Shopify. 

Part of what it does is to redirect URLs (for A/B testing to work) and we found out that this mechanism was what we think was breaking the process - apparently, it redirects it back to Shopify and strips out all the URL parameters for it to work with Shopify (which also redirects it back to the checkout). 

If you are using some kind of AB Testing, Click Tracking, or Security software, this may be why it doesn’t work.  There is a Chrome Extension called “Redirect Path” that lets you see all the redirects as it happens on any web page to better trace the issue.

When we removed the app, everything worked as it normally did.  

Joseph Hsieh // retentioncommerce.com // twitter: @retention
L
Rank

If you’re also struggling this this issue, Littledata’s improved Added to Cart and Checkout Started triggers include a CheckoutURL which maps to Shopify’s cart permalink, so users can instantly checkout when clicking through on any device.

This has become a bigger issue recently, as Shopify’s new checkout has moved some stores to checkout URL format.

Do check your abandoned cart email links are still working reliably!

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