Customers not Receiving Abandoned cart emails.

Hi @Maggie!

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:

• The "Added to cart" event may not be properly configured in Klaviyo or Shopify.
• The customer's cookies may not be enabled, or they may be a new user.
• The Shopify integration may need to be updated or re-added.
• The flow emails may not be set to live mode or may be filtered out due to smart sending or deliverability issues.
• There may be a delay in recognizing that Klaviyo has logged the Shopify events.

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!
- Brian

Hi Brian,

Thanks for the response. I have ruled out the following:

• Not properly configured - this flow is live and others have received it
• Cookies and new user - One of the two signed up and received our newsletter
• shopify integration re-added - my business partner simulated an abandoned cart today and she was sent the email today
• The flow emails not set to live - see above. And, I re-checked, smart sending is not enabled.

Any other ideas?

Thanks again, Brian! Hopefully you can help me get to the bottom of it. 

Maggie

Hi @Maggie ,

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.

Thanks!

Sure thing!

Here’s one:

And the other:

Thanks @Maggie ,

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.

@Maggie ,

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….