Abandoned carts right before successful order

  • Resolved Megunticook

    (@megunticook)


    1 month, 1 week ago

    I’ve been noticing some abandoned carts being recorded by your plugin just prior to a successful order. Typically they show a timestamp of about a minute or two before the successful order.

    Trying to figure out what might be going on here. If there’s a problem when the customer submits the order and it’s not successful, and then they try again and they get to the “thank you for your order” page after the order is successfully placed, then why would there be an abandoned cart recorded?

    I checked my PHP error log and my NGINX access log on the most recent occurrence and I’m not really spotting an issue but maybe I’m missing something.

    Does Abandoned Cart have some sort of log that I can check?

    Can you think of any scenarios where an abandoned cart would be recorded just prior to a successful order? Maybe if the customer switched to a new browser is all I can think of.

    Any insights or suggestions would be appreciated. I can post the access log if that’s helpful.

    Thank you.

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support oluisrael

    (@oluisrael)

    Hi @megunticook

    Yes, this scenario can happen, especially when the cutoff time for identifying a cart as abandoned is short. To prevent scenarios like this, I suggest you mark completed orders/carts as recovered in the Abandoned Orders section. That way, reminder emails will not be sent out once the customers have finalized their purchases.

    Another workaround is to increase the cutoff time for carts to be identified as abandoned. This will help prevent situations where completed orders receive reminder emails.

    ?I hope this helps.

    ?

    Thread Starter Megunticook

    (@megunticook)

    @oluisrael thanks.

    I have the cutoff time set to 30 minutes. You think that’s too short?

    Not sure I follow you on your advice to “mark completed orders/carts as recovered in the Abandoned Orders section.” I’m looking at that tab right now and not seeing any way to do this. There’s a dropdown menu at the top with several options to “delete” abandoned carts listed there but don’t see any option to mark completed orders/carts as recovered. I checked the “Settings” tab and don’t see it there either. Am I looking in the wrong place? Or is this feature not available in the “Lite” version of the plugin?

    Thanks.

    Plugin Support oluisrael

    (@oluisrael)

    @megunticook my apologies; the option to mark as recovered is exclusive only to the pro version. What you can do in your case is extend the cutoff time by some minutes and that should work the magic for you.

    I hope this helps.

    Thread Starter Megunticook

    (@megunticook)

    @oluisrael thanks, but I have it at 30 minutes right now which twice the default setting. I could increase it, but I highly doubt a customer intending to place an order is going to let items sit in their cart for more than 30 minutes. I actually spoke to the customer where this happened most recently, and they told me they just added 1 item to the cart and checked out without any issues. But ACL reported an abandoned cart 1 minute before the order was placed. And I’ve seen that exact pattern in other instances–the timestamp on the abandoned cart is 1-2 minutes before the order gets placed. I thought the customer might be having some issues, like getting blocked by reCaptcha at checkout, but it sounds like they may not be having issues at all, just ACL for some reason is thinking there’s an abandoned cart. Any thoughts as to why this might be happening?

    Plugin Support oluisrael

    (@oluisrael)

    @megunticook thanks for the detailed explanation. Can you share the affected site with me? I want to run a test by abandoning a cart. With that, you can check the timestamp when the cart is abandoned and the timestamp when the reminder email gets sent out.

Viewing 5 replies - 1 through 5 (of 5 total)
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