In some instances, a customer may have two unique cart sessions which result in receiving an abandoned cart email after placing a recent order.

For example, some customers may be logged into their account, and leave an item in their cart unintentionally.

When the customer completes the first order, but a second cart gets "abandoned", this results in receiving an abandoned cart email after placing a recent order. Since the second order was abandoned, the cart recovery sequence will start.

While we do group carts within a 5 day window to ensure your customers only receive one recovery automation despite multiple abandoned cart sessions, this particular situation eludes the grouping algorithm because the second cart was abandoned immediately after the first order was placed.

A solution for this situation is to set up two cart recovery automations.

One automation for new customers who have never placed an order. And a second automation for existing customers.

This way, all contacts can receive recovery emails regardless if they've placed an order before. The delay will be applied to existing customers to ensure they don't receive the email if they have recently purchased (within the past 24 hours).

Note: A new customer is considered "existing" after placing 1 order.


First, let's troubleshoot your orders:

Step 1:

Search for the customer email on each of these pages. It's easiest to open each in a new tab:

Step 2:

Check the timestamps for the order and the cart.


- Scroll down on the contact's Order page to see the timeline for the order placed timestamp:


- Scroll down the contact's Cart page to see the timeline for the order abandoned timestamp:

Order abandoned timestamp


Step 3:

If the customer's abandoned cart timestamp falls after the timestamp for placing the order, then proceed to the next step. If this is what happened in your case -- typically, these timestamps will be within 24 hours of each other.

Set up your automations:

By using two automations -- one for new customers, and one for existing customers -- we can exclude any contacts who have placed any order within the last 24 hours from entering the cart recovery automation.

Step 1: Create a cart recovery automation for new customers.

The easiest way is to modify your existing recovery automation segmentation rules to:

  • Order abandoned at least 1 minute ago

  • Order abandoned at most 21 days ago

  • Order cancelled never

  • Contact last ordered date never

Step 2: Create a cart recovery automation for existing customers.

Duplicate the entire new customers automation to use all of the same content.

Then, update the segmentation rules for this recovery automation to:

  • Order abandoned at least 1 minute ago

  • Order abandoned at most 1 day ago

  • Order cancelled never

  • Contact last ordered date at least 1 day ago

Did this answer your question?