Troubleshooting + FAQ
No abandoned carts appear.
- Is Abandoned Cart Recovery switched on in Settings → Modules?
- Is at least one rule Active in Recovery Rules?
- Did the shopper leave an email? Guests only count after entering their email at checkout.
- Has the cart been quiet long enough? Each change to the cart restarts the clock.
- Click Run Recovery Now on the Conversion Funnel tab to check straight away.
Carts appear but no emails go out.
- Do your other emails (order confirmations) arrive? Check Settings → Communications → Email Logs.
- Is the Abandoned Cart template active in Settings → Communications → Email Templates?
- Has the shopper unsubscribed? Unsubscribed addresses are skipped.
- Has the rule already emailed this cart? Each rule sends once per cart by default.
I changed the settings under Configure but nothing changed.
Those settings are only used when the rules are first created. Edit the rules in Marketing → Abandoned Carts → Recovery Rules instead.
The customer says the discount code doesn't work.
This is a known problem: reminder discount codes are not accepted at checkout yet. Give the customer an ordinary coupon from Marketing → Promotions, and set Discount Type to No discount on your rules until it is fixed.
The customer says the link doesn't work.
Links from automatic reminders work until the shopper places an order. A link from an email you sent by hand works for 72 hours. Send a fresh one with Send Recovery Email on the cart.
The customer already bought but got a reminder.
Reminders stop when an order is placed with the same account or email address. If they ordered with a different email or phone-only account, CartWhizz cannot match them. Orders that were cancelled or whose payment failed do not stop reminders.
The funnel shows zero conversions.
A conversion is counted when the shopper places an order after a reminder. If nobody who got a reminder has ordered yet, it stays at zero. It can take up to 15 minutes after an order to show.
How do I stop everything quickly?
Switch off Abandoned Cart Recovery in Settings → Modules. Nothing more is sent from the next check (within 15 minutes). Your rules and history are kept.