How to find out why a shopper didn't get a CartBoss text
If a shopper didn't get a CartBoss text, the cart started no texts, the text was cancelled, or it is only delayed. This checklist shows where to look.
Before you begin
- Note the shopper's phone number, the store and when they left the cart.
- Sent messages (left menu, under Analytics) lists only texts that went out. Texts that were cancelled or are still waiting are not listed in your dashboard.
Did the text go out?
- In your CartBoss dashboard, click Sent messages in the left menu, under Analytics.
- Look for the shopper's number in the To column. Click Load more to see older texts.
If the text is there, CartBoss handed it to the phone network. If it is not, work through the three groups below.
The cart started no texts
Check these first. A cart that hits one of them gets no texts, and CartBoss does not text it later.
- The store was paused. On the Sites page, the Tracking column shows Paused. Carts made while a store is paused are lost. They are not texted when you switch it back On.
- The store is not tracking. The Tracking column shows Not tracking (INSTALL), so CartBoss is not getting carts from it. See How to fix a store that shows Not tracking.
- Your balance was empty. The Dashboard shows a red Low balance alert: "Your account is paused due to insufficient funds." Carts made while the balance is empty are lost. Add funds, and turn on auto reload so it does not happen again.
- No valid phone number. The shopper left the phone field empty, or the number is not valid for their country.
- No consent. The store's Abandoned cart consent is set to Only visitors with explicit consent on your website, and the shopper did not tick the box and was not already active in your account. See How to text only shoppers who gave SMS consent.
- A second cart within 24 hours. A shopper gets one series of abandoned cart texts per store in 24 hours. A new cart in that time starts no new texts.
- No message is On. Under Messaging → Abandoned cart, every message shows Off in the Status column.
- The message's rules skipped the cart. Website targeting, Order value limit and Smart sending are checked when the cart arrives. For example, with Skip if messaged recently, a shopper who got any text from your account in that period is skipped.
The text was cancelled
These stop a text that was already waiting. A cancelled text is gone; it does not come back.
- The shopper bought. A purchase cancels the shopper's waiting abandoned cart texts on all stores in your account. This is how it should work.
- You switched the store or the message Off, or deleted it. Texts that were waiting are cancelled. Switching it back On does not resend them.
- The shopper unsubscribed with the Stop link, or you unsubscribed them.
- The shopper's country is excluded by the store's Country tracking limitations (store settings, Advanced tab), or CartBoss does not send to that country.
- Your balance ran out before the text's send time.
- Your daily spend limit was reached. On the Billing page, the Daily spend limit gauge shows Limit reached. Texts that would go over it are skipped until midnight UTC. See How to set a daily SMS spend limit.
- The SMS pumping protection was on. A sudden burst of new contacts pauses texts to new contacts for 6 to 24 hours. Texts to those new contacts are cancelled. See How to protect your store from SMS pumping.
- The text contained blocked words, in your message or in a product name. Such texts are not sent.
The text is only delayed
These texts still go out, later.
- The message has a delay. The text waits for the time set under Delay in the message.
- Quiet hours. A text due at night waits until the morning, in the shopper's country time. Shoppers in the US are always paused from 00:00 to 08:30 Eastern time. See How to set quiet hours.
- Too many texts in a day. One shopper gets at most 4 texts in 24 hours from your whole account. Further texts wait until they fit.
Questions
Can I resend a text that was cancelled?
No. A cancelled text cannot be sent again, and a cart that started no texts is not picked up later.
Where can I see why one text was cancelled?
Your dashboard does not show it. Email support@cartboss.io with the phone number, the store and the time, and we will look it up.
The text is in Sent messages, but the shopper says they got nothing.
CartBoss handed the text to the phone network. The shopper's phone or network may have blocked it. Email support@cartboss.io with the number and the time.
No texts go out at all from one store.
Check that store first: its Tracking status on the Sites page, then your balance, then whether any message is On.