Customers not Receiving Abandoned cart emails.

@alex.hong 

Here’s another person who has started checkout and did not receive the abandoned cart email:

@Maggie it’s likely the smart sending toggle that’s causing this if everything else is working ok and I’m understanding you correctly. Is this highlighted bit green on your email? If this is the issue, they would have received the welcome series and then got caught in the smart sending filter (usually 16 hours) that stops people from receiving multiple emails in that window. 

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.

Hey @Maggie 

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!

@matthewstuckings  and  @stephen.trumble   the smart send is not turned on.

@stephen.trumble I will try back populating if this happens again. We did send an abandoned cart email through Shopify so I won’t want to double-up on the same message.

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! :)

@alex.hong , @matthewstuckings , @stephen.trumble 

I created an abandon cart event and it worked for me and now, I’ve had two more people not get an abandon cart email.

Is there no other way to resolve this than to get a paid account?

@Maggie I think your automated flows work regardless of your account plan?

Perhaps share a screenshot of the flow structure so we can see rules and filters. Sometimes it’s just something switched on or off that shouldn’t be.

Another thing to check is your ‘Smart Sending Period’ settings -- (click account section at bottom left of your Klaviyo account > Settings > Email).

Then you can unselect or adjust: ‘Skip recipients that have received an email in the last (insert # of  hours)’.

Smart sending prevents your recipients from receiving too many messages but are a case by case thing so handy to know about and play with.

Please note I’m on a paid plan, so just presuming free plans have the smart sending period customisation as well.

Hi @worcestershiresauce Thanks so much. yeah, my only reason for mentioning that I’m on a free account was because I can’t get support… 

I have already looked into whether smart sending is interfering but I appreciate the suggest.