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Abandoned Cart Recovery Frequently Asked Questions

Read on to find the most frequently asked questions about Rivo Recover. Something not covered here? Click below to live chat with our support team!

What is the difference between an Anonymous Visitor and a Subscriber?
Subscribers are visitors to your store who have allowed browser notifications from your store and then abandoned their cart, triggering the automation flow. Anonymous visitors are customers who have abandoned their cart without allowing browser notifications or entering any details such as their email address.

How do visitors allow browser notifications?
On most browsers, there is a little padlock icon next to the URL bar where users can change their site settings:


Some browsers and devices work differently (e.g. iPhones do not support push notifications). Here is Google's article on enabling these notifications for Chrome and this article goes over other popular browsers.

I just installed the app and activated the campaigns, but it's not working.
In order for the app to work, it has to be synced first to your store. There are very few instances wherein the app would fail to auto-sync.

Navigate to Settings

Click Sync Store.



If this doesn't fix the issue, please send us a message

Why are there more abandoned carts in the app than in the Shopify admin?
Our app tracks every abandoned cart in your store, even from Anonymous visitors. This means our app includes all those visitors who browse in your site, add a product to their cart then exit the site without providing a means to contact them - such as by allowing push notifications or entering their email at the checkout. By contrast, Shopify only tracks abandoned checkouts. Visitors need to provide their email at the checkout and reach the shipping stage for it to count and appear as an abandoned checkout in the Shopify admin. Shopify does not log every time a visitor abandons a cart before checkout, whereas our app logs every abandoned cart in your store which is why the number of Abandoned Carts in our app is higher than the number of Abandoned Checkouts in Shopify.

Is the app compatible with 'Buy Now' buttons?
Unfortunately, due to the limitations of Buy Now buttons, which bypass the cart stage of ordering on a Shopify store, abandoned checkouts that came from a Buy Now button are not eligible to receive our automated notifications. Customers must add items to their cart to enter the automation flow and 'Buy Now' buttons eliminate this step and these checkouts will not appear in our app.

What does session limit reached mean?
The 'session limit reached' quota is a notification that appears on your Rivo dashboard once you've had more than 5000 notification prompts on your store within a given 24 hour period. The notification is temporary and will disappear after a few hours. This is an internal message, and your customers will not see it. After a few hours the quota will be lifted once again!

Is the app compatible with a headless CMS architecture / do you provide a public API?
Our apps are currently not compatible with headless CMS architecture as we do not provide a public API for our apps.

Why did an email end up in a customer's spam folder?
Our email deliverability rate is close to 99% and we use a dedicated IP and account manager to ensure the sending quality of our emails. We also ensure best practices across the board including requiring a custom email address with an unsubscribe link in every email. Unfortunately, even with a high deliverability rate and consistent quality, there is always a small chance that an email will deliver to one customer's spam folder but go to everyone else's primary inbox. This is due to many factors that are beyond our control, including the recipient's email client, their email filtering rules and numerous others.
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