In this article, we'll provide explanations for common issues that you may encounter with your automated abandoned cart emails.
Here's the list of common issues we'll help you with:
Contacts are not being added to the automation after abandoning their cart
Expand the accordions below to discover possible reasons why contacts might not be added to the automation after abandoning their cart:
The Brevo tracker can only identify contacts if they meet any of the following criteria:
- They create an account or log in to your website.
- They click a link in a transactional email sent from Brevo, provided the link redirects to a page on your website.
- They submit a form created in Brevo.
➡️ To learn more about the Brevo tracker and how to identify visitors, check our dedicated article What is Brevo Tracker and how can I install it?.
If you installed the Brevo tracker manually or through Google Tag Manager, additional development is needed to track the following purchase events:
- cart_updated: When a cart is created or updated.
- cart_deleted: When products are removed from a cart.
- order_completed: When a purchase is completed.
➡️ To learn more, check our dedicated developer documentation for JS and REST.
If you installed the Brevo tracker on your website using one of our plugins, it will automatically track these purchase events.
Ensure your automation is active so contacts can enter and receive your abandoned cart emails.
If your automation is paused, new contacts cannot enter, but those already in it will continue through the steps.
On the Marketing Platform - Free and Starter plans, only 2,000 unique contacts can enter an automation. Above this limit, no more contacts can enter the automation.
To check if you've reached this limit, go to the Automations page and click Usage and plan:
➡️ To learn more, check our dedicated article Why have my contacts not been added to an automation?.
The abandoned cart emails are not displaying the items left in the cart
Expand the accordions below to discover possible reasons why the abandoned cart emails might not display the items left in the cart:
Once you've created your abandoned cart email template, you need to select it in your automation and specify the event data to replace the variables with details about the items left in the cart. To do this, ensure you configure the following options in the Send an email step of your automation:
| New automation editor | Classic automation editor |
|---|---|
To display the list of items left in your recipients' carts, you need to include a Dynamic content block in your abandoned cart email template. Note that the default abandoned cart email template already contains a Dynamic content block.
➡️ To learn more, check our dedicated article Display a personalized list of items in automated emails (Abandoned cart, Order confirmation).
To retrieve information about each item left in your recipients' carts, you need to insert variables in your abandoned cart email template. Note that the default abandoned cart email template already contains the variables needed to retrieve the image, name, currency, price, variant, and quantity of each item.
➡️ To learn more, check our dedicated article Display a personalized list of items in automated emails (Abandoned cart, Order confirmation).
The abandoned cart emails aren't being sent
Expand the accordions below to discover possible reasons why the abandoned cart emails might not be sent:
If a contact enter the automation and then completes their purchase or deletes an item from their cart during the delay specified before sending the abandoned cart email, they will automatically exit the automation and no abandoned cart email will be sent to them.
Ensure your automation is active so contacts can enter and receive your abandoned cart emails.
If your automation is paused, new contacts cannot enter, but those already in it will continue through the steps.
Contacts receive duplicate abandoned cart emails
Your contacts might receive duplicate abandoned cart emails if automatic follow-up emails are also sent from your website. To prevent this, deactivate the sending of abandoned cart emails from your website after testing and activating the abandoned cart automation in Brevo.
🤔 Have a question?
If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.
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