Shopify created Abandoned checkouts case, but Klaviyo did not send emails

​@teachateau the ultimate answer to your predicament might be in this article here 

​@teachateau, this is either due to (1) smart sending, which is enabled by default on your flow messages, or (2) a profile filter on the flow that looks something like this which is checked before each action in the flow is executed.

You could theoretically turn off smart sending for the flow message OR adjust such a profile filter. I do think it’s worth having some kind of filter. Typically subscribers don’t like getting multiple duplicate abandon cart emails in the same day, even if they’re shopping across multiple devices. 

Klaviyo has a good guide on setting up an abandoned cart flow here - https://help.klaviyo.com/hc/en-us/articles/115002779411. 

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Hello,

Thank you for your previous response. I understand now that the first issue was caused by Smart Sending, which prevents customers from receiving multiple emails within the defined timeframe.

However, we conducted a new test after reducing the Smart Sending window to 1 hour, and we are still experiencing unexpected behavior:

• The same customer waited over 3 hours

• Then used a different browser (with confirmed different cookies / no shared session)

• Started a new checkout, and Shopify correctly created a new abandoned checkout record

• But Klaviyo did not send a second Abandoned Cart Reminder email, even though:

  • Smart Sending window had already passed

  • The new checkout should be treated as a separate event

  • The customer should re-enter the flow
     

    

     

Could you please help us verify:

1. Whether our current flow configuration is correct

2. What specific rule, filter, or suppression logic could be preventing the second abandoned cart email from sending

3. Whether Klaviyo treats multiple checkout_started events from the same customer differently under certain conditions

4. If there is any event-level information we should check (e.g., duplication handling, timestamp logic, profile-level suppression)

We would appreciate it if you could review our setup and help us identify the exact cause of this behavior.

Thank you again for your assistance.

Best regards

​@teachateau I mentioned it was either a smart sending issue or a flow profile filter issue. Looks like it was both! 
 

Under profile filters in the right side of your screenshot, it says “Has not been in flow in 7 days”. This would cause anyone who has been in this flow in the last 7 days to be *excluded* from re-entering and having an email sent.

As I mentioned, you might not actually want to send a profile two abandon cart emails in such a short timeframe, but that’s your choice! 

I hope this helps! 

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