Shopify connector user, or Dotdigital platform-only user?
If so, abandoned cart functionality is configured and implemented differently - and the information below does not apply.
Learn more in the Shopify connector or platform-only (abandoned carts module) articles.
There are several quick health checks you can make when it comes to ensuring your abandoned cart emails are set up and firing correctly.
1. Check the email status report
To access this report, go to Marketing Automation > Reports > Email status. This report contains abandoned cart sends or review requests. It features all contacts and the type of email due to them, or that has been sent to them.
By checking this report you can tell whether abandoned cart emails are being queued for sending, whether they are being sent to Dotdigital, and whether there are any failures. You can sort and filter this report in a number of ways to find the information you're looking for.
However, if you're having problems with your sends and nothing obvious is showing within this report, then continue on to the following checks.
2. Check the external dynamic content link is correctly set up
Check the external dynamic content link that you’re using for pulling abandoned carts information into your campaign content is correct.
To do this:
Go to System > Configuration > DOTMAILER > Dynamic Content.
Select External Dynamic Content URLs.
Under Abandoned Carts, the link should look like this
Make sure this variation of the link is contained within the campaign you're using for your abandoned cart emails within your Dotdigital account.
Also make sure you also have the LAST_QUOTE_ID data field correctly mapped. You can automap this. To do this, go to Configuration > Dotdigital > Developer > Sync Settings, under Admin Task.
3. Check that a cron job is set up
The cron is a vital part of making sure your abandoned cart emails fire. Dotdigital tasks have a few scripts that are required to run periodically, so you must ensure that you set up a cron job within your Magento connector to do this if there isn't one set up already.
Once you have successfully set this up, you should have a task called ddg_automation_abandonedcarts running at five minute intervals, amongst other tasks.
We also recommend installing the AOE Scheduler to give you a real-time view of the tasks running throughout your site, as well as giving you the ability to manage and configure your cron jobs.
4. Other possible explanations for abandoned cart issues
Your cron job is set up: check.
Data is syncing into your account without a problem: check.
Your abandoned carts are enabled within the Magento connector: check.
However, your emails are still not sending. In that case, there could be issues on the Dotdigital side of things.
Check the following in Dotdigital:
Has any external dynamic content failed upon sending? Check your account notifications to find out. To do this, expand the User menu and select Notifications.
Are the emails going into recipient junk folders?
Was the email skipped? You can check the Emails skipped report where skipped sends and the intended recipient are listed.
Is your API user disabled?
Is your account disabled/locked?
If you’ve done all of the above and are still experiencing issues, please contact the Support team at support@dotdigital.com.