Abandoned Cart Coupons Still Not Sending — Zero Emails in August

[FearlessAesthetics]

Hi everyone, I’m a Star Seller and have been using Etsy’s “Abandoned Cart Offer” tool for quite a while now, but lately, it’s just not working.

In August, Etsy reported 53 abandoned carts in my shop. Not one abandoned cart email was sent. This month (September), I’ve had 21 abandoned carts, and only one email was sent so far.

The coupon is active. The settings are correct. And yet, nothing. I understand emails only go out to buyers who are opted into Etsy marketing, but it’s hard to believe none of these buyers are eligible, especially across two full months.

Is anyone else seeing this? I’ve read older forum threads about glitches and inconsistent behavior, but this seems worse, like the automation is broken or throttled. It would be helpful if Etsy could clarify what’s going on, or confirm they’re looking into it.

Thanks in advance, would love to hear if others are noticing the same thing.

[MyVintageTable]

Just looked at my 3 shops - NO abandoned cart offers sent for last 30 days in any of them.  I have 25 items in carts in one shop and I too find it hard to believe that not one of those buyers have opted into receiving offers??  Also they are not sending out notices regarding listing of new items to followers.  Only have received a handful, and I know the shops I follow are listing new items everyday.  Somedays just want to give up!   

[PillowDetails]

You both know that the Buyer has to have it in their settings the receive the emails from Etsy, right?  However, I believe they will still get a pop-up and the offer in their Notifications. 

[PillowDetails]

https://help.etsy.com/hc/en-us/articles/360036985673-Why-Aren-t-My-Targeted-Offers-Sending-to-Shoppe...

[MyVintageTable]

Yes I know that - but in my Stats it shows that ZERO emails were sent.

[TandemElementsShop]

@FearlessAesthetics  hi Margie ~~ I am opted in to receive email promotions, so i am going to give this a test by adding something from your shop to my cart, and i will report back in a little while about whether i received an email with the abandoned cart offer

[FearlessAesthetics]

Thanks Tandem Elements! I appreciate your help.

[PrimFun]

Etsy only sends a few out and that is from all shops to a buyer.  If the buyer is very active and has many shops they purchase from, they are not going to get all the coupons.  Etsy tries to avoid overwhelming the buyer. 

And the buyer has to be opted in.  Many buyers don't know this and others simply don't want the coupons. 

And as an aside the fact that you are a star seller has nothing to do with the process.  The system in place percedes the development of star seller. 

[GlassyFields]

I wish Etsy would try to prevent overwhelming sellers (with frequent changes, changes that are kludgy, etc.)

[TBQSC]

Etsy has recently changed how the Targeted Offers work -- how often they are sent -- who will actually receive them -- redemption period, etc. 

For instance ...

Abandoned Cart = This offer expires 60 days after it’s sent. Buyers can be sent an abandoned cart offer again if they don’t have one that’s active, and it’s been 30 days since they redeemed this offer. Buyers can only use each offer once, and can’t share their code.

Favorited Item = This offer expires 60 days after it’s sent. Buyers can be sent a favorited item offer again if they don’t have one that’s active. Buyers can only use each offer once, and can’t share their code.

Thank You = This offer expires 1 year after it’s sent. Buyers can be sent a thank you offer again if they don’t have one that’s active. Buyers can only use each offer once, and can’t share their code.

[DeliCatStudio]

I had zero emails sent and 1 purchase with the abandoned cart coupon. 

The coupon pops up when a customer adds the item to the cart, without them receiving an email.

[TandemElementsShop]

@FearlessAesthetics Hi again Margie ~~ you're welcome. I like knowing what a customer experiences on their end so this is a useful, informative experiment. 

Here is the first update: it's been about 3 hours since I added your items to my cart. In that time, an abandoned cart code has populated itself into my cart, however I have not yet received an email. I will let the items stay in my cart until tomorrow, and update again then with a final report ♥

>>Thanks Tandem Elements! I appreciate your help.

[FearlessAesthetics]

Thanks Kerri, I really appreciate this! I also sent an email to Etsy Support about this. We'll see!

[TBQSC]

The good news is ... you can always add any targeted offer discount code to your packing lists, which ensures you that the buyer is actually receiving your offers.  Now, whether they can actually use them or not will depend on if there is already an active offer in place for the current time period, which can only be used ONCE within that time.

[WishesontheWind]

Yep, I’ve noticed the same. It’s strange really, because abandoned carts are so much more powerful than favourites,  those shoppers were already close to buying. But lately Etsy hardly sends any abandoned cart offers, and tons of fave items offers!  Makes little sense, the uses of my abandoned cart historically very high! Compared to faves!!  feels like they’ve really pulled back on them.  

[FearlessAesthetics]

Thank you WishesontheWind. I sent a stronger reply, along with attached screenshots, of the numbers TYD for the abandoned cart emails problem in my shop, requesting technical review, not just a link to the help article, which I course read first! 

I agree, lots of faves and thank yous going out and being used. There is certainly an automation functionality glitch somewhere on the Etsy technical side. 

[TandemElementsShop]

@FearlessAesthetics ~~ final update: after one day, i have not received an email with an abandoned coupon code. It is possible this email could come later, but having items in my cart causes pop-ups, so I'm going to wrap the experiment up here after one day. 🫶

[FearlessAesthetics]

Thanks for you help Kerri. I received a reply from Etsy Support this morning.  Here's what they say:

If a shopper has an item from your shop in their cart for more than 2 hours, they’ll receive an email offering them a discount for that item when you select "Remind buyer to check out" in the Sales and discounts section. Please note, a shopper can only receive this type of targeted offer email once every two days, and up to 12 different discounts can be included in a single offer email. If a shopper removes the item from their cart within 2 hours, they will not receive the targeted offer email.

Abandoned cart offers expire 60 days from the coupon’s creation date.
 
For more details, you can refer to this Help Center article - here the Help article is hyperlinked in their email

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So that confirms the Abandoned Cart offer is not working. I know the other 2 are working, the Thank You and Favorite emails, because they are being redeemed. So there is a glitch somewhere in this particular area. I am going to keep contacting them until someone can check this from Etsy's side and not just send me platitudes.

[WishesontheWind]

@FearlessAesthetics hello, just wanted to say I got much the same message from etsy help, 

the stats on mine prove not being sent, 6 sent in last 30 days, however for this year I have over 400 sent.  Therefore as 10 months into the year should be sending around 40 or so for me a month and past month only 6??  I think I've noticed this problem ongoing past few months however.  very low send.  High send faves.  Not good! and as I said above ....

 abandoned carts are so much more powerful than favourites,  those shoppers were already close to buying.

[LillyRoseStories]

Same here. For over a month, Etsy hasn’t been sending coupons to customers who added a product to their cart.

[NotOnlyButtons]

I did a test as well and still have not received any emails.  The discounts show in the cart but NO emails.