Why are shoppers getting two cart emails?

1. Find where both emails came from

Pick one case. Save both emails and their send times. Find those sends in the apps you use. Check the same email address in each log.

Both emails may show your store name. That alone does not tell you which app sent them. Match the time and subject to the app’s log.

Also check whether this was a planned series. Two emails a few days apart may be part of one plan. Two apps sending the same offer is a different problem.

2. Pick one sender for each job

List the rules that follow a cart or checkout. Look in Shopify and each email app. Compare what starts the rule, who gets it and its wait time.

For example, Shopify may send a checkout email while Klaviyo sends one for the same checkout. Klaviyo says to turn off the matching Shopify send when you start its flow.

Make a small plan before you switch. Check the new email and its rules. Then turn off the old send as you turn on the new one. That helps avoid a gap or two sends.

The same check applies when you add myuser.ai or any other email app. Do not assume a new app has switched off all your old rules.

Sources: Klaviyo: avoid sending the same email from two apps · Shopify: check for send rules that overlap

3. Turn off the extra cart rule

1. In Shopify, open Apps → Messaging → Automations.
2. Open the cart rule you want to stop.
3. Choose Turn off automation. Then confirm Turn off.

Shopify says this also cancels sends still in that rule’s wait step. Check the other app for its own queued sends.

Only stop the cart rule you found. An order receipt or a shipping update has a different job. Do not turn those off to fix a cart email.

If your screen differs, use the current Shopify guide below. Older stores and guides may show the rule in a different place.

Source: Shopify: cart emails, checkout emails and send controls

4. Did they buy and still get a cart email?

That needs a second check. Look for the order in the email app’s customer log. Did the app get the order before it sent the reminder?

In Klaviyo, check that the cart flow leaves out people who placed an order. Its rules can be checked again before each email. A buyer should not keep getting cart reminders from that flow.

If the order is missing from the log, check how orders reach the app. If the order is there, check the rule that should stop the next send. Those are two different fixes.

Source: Klaviyo: cart flow rules and emails after a purchase

5. Test one cart from start to end

Use your own test inbox. Leave one cart or checkout that fits your send rules. Note the time and wait for the planned email.

Check both app logs. You want the chosen app to send and the old rule to stay off. Then check later steps in the series too.

Keep the plan below with your store notes. When you add or change an app, use it to see who owns each send. One short list is easier to check than a set of rules spread across apps.