Shopify eCommerce deal not moved to Abandoned Cart deal stage

[BDekker3]

Hi,

We just set up the integration between Shopify and HubSpot.

When testing the abandoned cart feature, the following happens:

• When the cart is in the checkout process (= someone is filling in the checkout details), a deal is automatically created in the "Checkout Pending" deal stage in the eCommerce pipeline in HubSpot
• When the cart is subsequently abandoned, it is registered in Shopify as abandoned - this is expected.
• In HubSpot, however, the deal stays in the "Checkout Pending" deal stage and is not moved to the "Abandoned Cart" deal stage, where it belongs (and which should trigger the abandoned cart recovery workflow)
• In the HubSpot Deal, the "Abandoned Cart URL" is populated, so I guess the system does recognize that the cart is abandoned.

So, my question is: is this expected behaviour and should I set up a workflow that pushes the deal to the Abandoned Cart deal stage based on whether the Abandoned Cart URL "is known"?

Or should this be happening fully automatic whenever the cart in Shopify is registered as abandoned?

Thanks for your answer!

Kind regards,

Boudy

[TomM2]

Hey @BDekker3 this should automatically update according to the knowledgebase article here. 

"

When an abandoned checkout is created in Shopify, the deal is synced to HubSpot with a Checkout Abandoned deal stage. Contact details for customers who have abandoned their cart in Shopify will also sync to the contact record.

If a deal is stuck in the Pending Checkout stage and Shopify does not promote it to an abandoned checkout, the deal status is cleared after 48 hours and the deal will not appear in the eCommerce pipeline. This ensures the pipeline does not contain pending deals that have not been identified as abandoned by Shopify. "

So it might be worth looking into the shopify integration settings to verify if there's something there stopping this. Do you also have the deal stage for abandoned cart in your deal pipeline? If this isn't there that may be causing the issue. 

The workflow you mentioned would also solve this issue but it would be best to check it out at the source! If it's not working as expected I'd reach out to HubSpot support to get the issue resolved!