If the Abandoned Cart module is not capturing carts, recovery links are not working, or coupons are not generating, work through the issues below to find and fix the problem.
Carts Not Being Captured
Symptom: Customers are abandoning carts but nothing appears in Mautic or in the plugin’s abandoned cart data.
Solution: There are several reasons why carts might not be captured. Check each of the following:
Module not enabled
Make sure the Abandoned Cart module is turned on. Go to WooCommerce > Mautic Integration > Abandoned Cart and verify the module is enabled.
GDPR consent checkbox not checked
If GDPR consent mode is enabled in the Abandoned Cart settings, customers must check the consent checkbox at checkout before their cart data is captured. If they do not check the box, the plugin will not track their cart.
This is intentional behavior to comply with data protection regulations. If you are operating in a region where explicit consent is not required, you can switch to Silent Capture mode in the Abandoned Cart settings. In silent mode, cart data is captured as soon as the customer enters their email at checkout, without requiring a checkbox.
Guest vs logged-in customers
The plugin captures cart data for both guest and logged-in customers, but it requires an email address in both cases. For guest customers, the email is captured via JavaScript when they type it into the checkout email field. For logged-in customers, the email comes from their WordPress user profile.
If a guest customer navigates away from the checkout page before entering their email address, the plugin has no way to identify them and the cart will not be tracked.
Cron Not Running (Abandoned Carts Not Detected)
Symptom: Cart data is being captured (you can see entries in the database), but carts are never marked as abandoned and never synced to Mautic.
Solution: The abandoned cart detection runs on a WP-Cron schedule every 15 minutes. If WP-Cron is not running, carts will be captured but never processed.
WordPress cron depends on site traffic to trigger. On low-traffic sites, there may not be enough visitors to trigger the cron job regularly. To fix this, set up a real server cron job that calls your site’s wp-cron.php endpoint every 5 minutes. See the Sync Not Working article for detailed instructions on setting up a server cron job.
Recovery URL Not Working
Symptom: A customer clicks the recovery link in an email but sees an error, gets redirected to an empty cart, or lands on a 404 page.
Solution: Check the following:
Token expired or invalid
Each recovery URL contains a unique token that is tied to a specific abandoned cart record in the database. The plugin periodically cleans up old abandoned cart records via a cron job. If the cart record has been removed because it exceeded the cleanup threshold, the recovery token will no longer be valid.
Make sure your abandoned cart cleanup period is long enough to cover your full recovery email sequence. For example, if your Mautic campaign sends recovery emails over 7 days, set the cleanup period to at least 14 days to give customers enough time to use the link.
Cart already recovered
If the customer has already recovered their cart and completed the purchase, the recovery URL will still work but the cart will be marked as recovered. Depending on your Mautic campaign setup, the customer may still receive follow-up emails after recovering. Consider adding a “cart recovered” decision or condition to your Mautic campaign to stop the email sequence once recovery is complete.
Permalink issues
If recovery URLs are returning 404 errors, your WordPress permalinks may need to be refreshed. Go to Settings > Permalinks in your WordPress admin and click Save Changes without making any modifications. This flushes the rewrite rules and can resolve 404 errors on plugin-generated URLs.
Coupons Not Generating
Symptom: Abandoned carts are being detected and synced to Mautic, but the mautic_woo_coupon_code field is empty on the contact record.
Solution: Check the following:
Coupon feature not enabled
Coupon generation is off by default. Go to WooCommerce > Mautic Integration > Abandoned Cart and make sure the Enable recovery coupons option is turned on. You also need to configure the discount amount and any minimum spend requirements.
WooCommerce coupons disabled
The plugin generates standard WooCommerce coupons. If WooCommerce’s coupon system is disabled, coupons cannot be created. To check, go to WooCommerce > Settings > General and make sure the Enable coupons checkbox is checked.
Mautic custom field missing
If the mautic_woo_coupon_code field does not exist in your Mautic instance, the coupon code will be generated in WooCommerce but will not appear on the Mautic contact. Create the field in Mautic under Settings > Custom Fields with the alias mautic_woo_coupon_code and the type Text.
Recovery Emails Not Sending
Symptom: Abandoned carts are synced to Mautic with the correct tags and field data, but customers are not receiving recovery emails.
Solution: This is a Mautic configuration issue, not a plugin issue. The plugin’s job is to push abandoned cart data, tags, and recovery URLs to Mautic. Sending emails is handled entirely by Mautic’s campaign builder.
To troubleshoot email delivery in Mautic:
- Verify that you have built a Mautic campaign that triggers on the abandoned cart tag and sends an email action.
- Check that the campaign is published and active.
- Confirm that the email template is published and contains the correct content (including the
{contactfield=mautic_woo_recovery_url}token for the recovery link). - Check the contact record in Mautic to see if the email was queued, sent, or bounced.
- Make sure your Mautic instance has a working email transport configured under Settings > Configuration > Email Settings.
- Check the Mautic cron jobs. Mautic requires its own cron jobs to process campaign actions and send emails. See the Mautic documentation for details.
General Debugging Tips
- Enable Debug Mode on the Connection tab to capture detailed log entries for every abandoned cart event.
- Check the Sync Log under WooCommerce > Mautic Integration > Tools for error messages related to abandoned cart sync operations.
- Check WooCommerce > Status > Logs for detailed debug output from the plugin.
- Verify that the Mautic contact has the expected tags (abandoned cart tag, recovered tag) by viewing the contact in Mautic.