> ## Documentation Index
> Fetch the complete documentation index at: https://help.retainful.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Purchased customers still get abandoned cart emails

> Stop customers who already bought from receiving abandoned cart or checkout recovery emails, by fixing the flow's exit rules and WooCommerce event processing.

Some customers who have already completed their purchase still receive abandoned cart or checkout recovery emails. This happens when the flow does not exit them after they buy, or when the order event is not processed in time for the exit rule to catch them.

Fixing it takes two parts: the flow's re-entry and exit rules in Retainful, and how WooCommerce processes events on your site. Do both.

## In the Retainful flow

<Steps>
  <Step title="Allow re-entry after 1 day">
    Open the flow's **Trigger** and, under **Re-entry criteria**, choose **Allow re-entry after a time period**. Set the time period to **1 day**.

    <Frame>
      <img src="https://mintcdn.com/retainful/uXdlIjo1vfwYonO4/images/re-entry.png?fit=max&auto=format&n=uXdlIjo1vfwYonO4&q=85&s=524a4d0e529a7af36f0ce70ff9028e2d" alt="Re Entry" width="1915" height="870" data-path="images/re-entry.png" />
    </Frame>
  </Step>

  <Step title="Exit on Order Paid or Order Fulfilled">
    Still in the Trigger, open **Exit rules** and add a rule that matches **either** condition:

    * **Order Paid** at least once since starting this flow, **or**
    * **Order Fulfilled** at least once since starting this flow.

    This drops a customer out of the flow the moment they buy, so they stop receiving any further emails in it. See [Abandoned cart recovery](/automations/abandoned-cart-recovery#required-rule-settings) for more on why both conditions are matched.

    <Frame>
      <img src="https://mintcdn.com/retainful/uXdlIjo1vfwYonO4/images/exit-rule.png?fit=max&auto=format&n=uXdlIjo1vfwYonO4&q=85&s=c83a75df503c5ae2a5b89be9b87eae0c" alt="Exit Rule" width="1905" height="859" data-path="images/exit-rule.png" />
    </Frame>
  </Step>
</Steps>

## In the WooCommerce plugin

The exit rule can only stop an email if WooCommerce tells Retainful about the order in time. If order events are processed late, a customer can receive one more email before the exit fires.

<Steps>
  <Step title="Open the WooCommerce integration settings">
    In your WordPress admin, go to **Retainful → Integrations → WooCommerce** and click **View Settings**.

    <Frame>
      <img src="https://mintcdn.com/retainful/uXdlIjo1vfwYonO4/images/retainful-woocommerce-settings.png?fit=max&auto=format&n=uXdlIjo1vfwYonO4&q=85&s=38a4d4c5e27517c70f39b827f02f6652" alt="Retainful Woocommerce Settings" width="1903" height="847" data-path="images/retainful-woocommerce-settings.png" />
    </Frame>
  </Step>

  <Step title="Turn off the WordPress Cron fallback">
    Under **Advanced Settings**, turn **off** **Fallback to WordPress Cron Job (Optional)**. With it off, Retainful processes events using WooCommerce's default Scheduled Actions instead of WordPress cron.

    <Frame>
      <img src="https://mintcdn.com/retainful/uXdlIjo1vfwYonO4/images/woocommerce-cron.png?fit=max&auto=format&n=uXdlIjo1vfwYonO4&q=85&s=22cc3982657bd8fc95f5e903ce11ecc3" alt="Woocommerce Cron" width="1904" height="862" data-path="images/woocommerce-cron.png" />
    </Frame>
  </Step>

  <Step title="Check DISABLE_WP_CRON in wp-config.php">
    Open your site's `wp-config.php` and make sure WordPress cron is not disabled. `DISABLE_WP_CRON` should be `false`, or not defined at all:

    ```php theme={null}
    define( 'DISABLE_WP_CRON', false );
    ```

    If the line is missing, that is fine — cron runs by default. If it is set to `true`, background events will not process on schedule and the exit rule can fire late.
  </Step>
</Steps>

## Still need help?

If purchased customers keep receiving abandoned cart emails after these changes, contact our support team at [support@retainful.com](mailto:support@retainful.com) with your store URL and the name of the affected flow.