Hi @whitedaisyuk!

For abandoned cart metrics to track, the user first has to be identified by Klaviyo (by entering their email in the email field of the checkout). If that step doesn’t occur, the metric won’t be synced to a profile in Klaviyo.

- Brian

Thanks Brian - the issue is I think these people are submitting. How would Klaviyo have their email address if they didn’t submit? I am a little confused.

Hi @whitedaisyuk!

My apologies for the delay here. When you say that you have many abandoned carts per day, but the information is not being synced to Klaviyo, what do you mean exactly? As in, what information is not being synced? The event itself, or the profile information from the user that triggered the event?

I assumed in my earlier response that you meant there were abandoned cart events that should have been happening, but nothing at all was appearing in Klaviyo. If that were the case, it would be because Klaviyo cannot track an event unless there is a profile attached to it - and if these users had not been identified by Klaviyo, the event would not appear.

- Brian