Troubleshooting

If Abandoned Cart Recovery will not open at all (a blank page, or a bounce back to the dashboard), that is an install problem, not an Abandoned Cart Recovery one. See troubleshooting an install.

Whatever the symptom, it wrote down what it did and what it refused to do, in a file your own admin downloads in one click. See what Kyvero extensions log. Turning Detailed logging on, on the Data & privacy tab, records far more for two days and then switches itself off.

Everything else starts with the banner above the four tabs. It is one sentence about your default store, and it says what is wrong before you go looking.

Nothing has been sent

Read the banner first. It says one of these:

• "Nothing is being sent: you have not chosen how this extension may email your shoppers." Choose a position on the Settings tab and press Save. Reminder only is ticked when you first open the form, but it is not saved until you press the button. Abandoned checkouts noticed before you saved are never emailed; recovery starts with the next one.
• "The schedule has not run yet" or "The schedule has not run for…". Nothing is calling OpenCart's cron.php, or the task is switched off under Extensions → Cron Jobs. Press Run a pass now to send what is due, and fix the schedule, or put the command line in your crontab. The banner says this once the newest pass is older than Schedule counts as stalled after (two hours by default); if your own crontab deliberately runs less often than hourly, raise that instead. It only reports, and never stops a send.
• "OpenCart 4.1.0.4 cannot run scheduled tasks". That release's cron.php is broken inside OpenCart. Use the command line in your crontab instead.
• "…this store has no mail engine chosen under System → Settings → Mail." Choose one there.
• "…this store has no address for the emails to link back to." The store's web address is blank or has no http:// or https://. Fix it on System → Settings → Stores; for the default store it is set in config.php.

The Episodes tab is empty and the banner says nothing is wrong. Check that Status is on. It installs off and comes back off after every update, and while it is off no abandoned checkout is noticed or emailed, including after you switch it back on.

Run a pass now says "Nothing ran: the module is switched off for this store." Same cause: turn Status on and save.

Everything is set and still nothing goes. Only checkouts that reached the confirm step count, and the first email waits for First email after (an hour by default) from the moment the shopper left. See only a checkout that reached the confirm step counts.

Emails are failing

Rows under Send failed, with the error in red. Your mail server refused the message or did not answer. The error is what it said. Fix the mail settings, then press Resend on each row you want sent: the next pass sends it once. Nothing is retried automatically.

"The last pass failed … and nothing retries it: 3 sends failed in a row, so the pass stopped". Three failures in a row stop the pass so that a broken mail setting does not spend every shopper's email at once. The next pass tries what is due as normal; the three that failed need Resend.

Rows under Send interrupted. The pass was stopped while it was talking to the mail server, so the email may have gone. There is deliberately no button: sending again risks a second copy.

"Another pass is running for this store right now, so this one stood aside." Wait. A pass that died without finishing clears itself fifteen minutes after its last progress.

"Warning: the pass did not run (…). The extension's log says why." Something failed before the pass started. Download the log as above.

Fewer emails than you expected

"The last pass sent its full … for the day and stopped." The daily limit is spent, and the rest wait their turn. Raise Emails per day, bearing in mind that one pass sends at most 50, so an hourly schedule tops out at about 1,200 a day.

Many rows under Not emailed. The pill's reason line says why for each one. The usual causes are Only email shoppers who ticked your newsletter box, which skips every guest under Marketing sequence, and abandonments noticed before a position was saved.

One address was emailed once and then not again. After an abandonment has emailed an address, a new one from that address opens nothing for Leave an address alone for days (14 by default).

A shopper complains

"I bought it, and you still emailed me." An order stops the emails once its status is one of your Processing or Complete order statuses under System → Settings → Option. An order left at a status that is in neither list is not treated as paid.

"The price in the email is wrong." The email shows today's list and option prices, before tax, without specials or discounts. See the email shows today's list price.

"The link says it has expired." It lives for Give up after days plus seven from the last email. After that, or after retention, it opens a page saying so, and the store works as usual.

"Stop emailing me." If they did not use the link in the email, press Suppress on their row. A shopper's own unsubscribe cannot be lifted by you; one you added can.

The command line

It stops with one line and exits 1 when it cannot find the store: when it cannot find config.php, when that file does not look like an OpenCart 4 one, when it cannot find the packages OpenCart ships with, or when --store names a store that does not exist. It finds the store from where the file sits, not from the directory you run it in, so leave it where it was installed, at extension/abandoned_carts/abandoned_carts.php inside the store; a copy moved anywhere else cannot find config.php.