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

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. 

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 

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. 

@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.  

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!