Abandoned Cart emails are moving to Square Marketing | Help needed

[taylorandjones]

Hello,

I'm looking for guidance as I follow the steps received in the 9/10/24 Square email announcement, "Abandoned Cart emails are moving to Square Marketing on 9/30."

Per the instructions, I went to Square > Marketing & Loyalty > Marketing > Automations > Create automation > [select Email] > Ecommerce section > Recover an Abandoned Cart > Press "Design"

I customized the template and then pressed "Review."

Then, a "Pay and Send" button appears. After pressing this, a window pops up "Subscribe to Square Email Marketing" with my pre-populated payment method.

A support doc (linked below) states, "You will have access to abandoned cart emails if you’re paying for a Square Online subscription. You will not need a separate Square Marketing subscription to use abandoned cart emails for your website, nor will you be charged based on your number of customer contacts…"

https://squareup.com/help/us/en/article/8422-important-changes-to-your-square-online-abandoned-carts

I am currently paying for a Square Online subscription and the abandoned emails feature is enabled on my Square Online dashboard.

How do I complete setup of the abandoned cart automation for this feature move without opting into a paid marketing plan?

I appreciate any helpful guidance.

Screenshots are attached for reference.

~Susan

[taylorandjones]

Hello  @tranguyen    @Ellie_   @MayaP  @BernadetteA   @RobynR 

I'm checking in again about the abandoned cart email move from Square Online to Square Marketing. Sellers/clients are asking for assistance so I'm hoping to get direction so I can help them with the move. I've attached a screenshot that shows the announcement email. We are getting close to the Sept. 30 switch over. I truly appreciate any help you can provide.

[MayaP]

Hi @taylorandjones,

Thank you for your patience. I understand the urgency of resolving this issue and apologize for any inconvenience this may be causing your customers.

The matter has been escalated to our engineering team, and they are actively working on a solution. Once a resolution is in place, they will reach out to you directly. In the meantime, I’ll be monitoring your case closely to ensure it's prioritized.

Thank you again for your cooperation. 🙏

[taylorandjones]

Thank you @MayaP, I'm grateful for your fast reply, time and attention ⭐️ I'll watch for incoming updates! 

[MayaP]

Hey @taylorandjones,

I just wanted to check in with you. The team is still actively investigating and confirmed they will be following up with you via email.

I’ll continue to keep an eye on this as well. In the meantime, if there’s anything else you need, don’t hesitate to reach out.

Wishing you a great weekend!

[taylorandjones]

Hello @MayaP 

I'm touching base again – Engineering Support sent a message with a new date for the abandoned cart message move – October 8. I've tested this function each day since and no move is observed – the abandoned cart message is still deployed by the Square Online platform not Email Marketing automation. 

Do you have any information about a new move date?

Your continued help is appreciated!

[MayaP]

Good morning @taylorandjones,

Our team has confirmed that what you're experiencing is expected behavior, and there is no bug. You’ll continue to use Square Online for abandoned cart emails until September 30, 2024. After that date, these emails will be managed through Square Marketing. I’m still waiting for confirmation on whether a paid Square Marketing subscription will be required, but I’ll keep you updated. Thank you for your continued patience.

[taylorandjones]

Thank you for your continued support, @MayaP !

Today I composed an abandoned cart email message in my Square Account > Marketing > Automations message dashboard, then clicked "Subscribe" to opt into Square Email Marketing.

Afterward, I received an email confirmation that says I've signed up for a Square Email Marketing free trial and will be automatically charged after the 30 day period ends. Please note – I already subscribe to a paid Square Online plan. Screenshot is attached for your reference.

I'm wondering if I'll be able to get through the "Subscribe" step when I'm composing the abandoned cart email message for clients. Not sure if I'll have permission to accept since billing is involved. Either way, I want to let them know whether or not they will be charged for a subscription for the abandoned cart email message feature.

I look forward to your confirmation about the subscription fee.

[MayaP]

Hey @taylorandjones, no problem at all. I am happy to assist with this! 

I am still waiting on confirmation from our team about if you will be charged. I will let you know when I know more. 

I appreciate you hanging in there!

[MayaP]

Our engineers have followed up. They are asking if all communication or questions be directed to the email they reached out to. The double communication from support is causing a duplication of efforts across teams. They will keep an eye on this and follow up with you until this is resolved. 

If you need anything else, though, don't hesitate to reach back out and tag me! ❤️

[taylorandjones]

Thank you @MayaP I have replied via email to Kiana in Application Support Engineering 🙂 Will report any news received. You are appreciated!

[taylorandjones]

Thank you for touching base @MayaP. Engineering support has connected via email. I look forward to receiving an update from them.

I appreciate your continued assistance.

Enjoy today!