Manage Abandoned Checkout

Modified on: Thu, 15 Aug, 2019 at 5:52 PM


Not everyone who adds a product to their cart completes the checkout. When a potential customer provides their contact information, continues to the next page of the checkout, but doesn't complete the order, their cart is stored as an abandoned checkout.


If a customer doesn't enter their email address before they abandon the checkout, then you can't send them an abandoned checkout notification. Customer accounts in your store are not created for these customers. Items in a customers cart at the time that they abandoned the checkout are not saved.


Note: Abandoned Checkout will be created 30 minutes after the customer abandons their cart. 


In this article:

A. Review your abandoned checkouts

B. Manually email a customer a link to their abandoned checkout

C. Automatically email a customer a link to their abandoned checkout


A. Review your abandoned checkouts

You can review your abandoned checkouts to find patterns that might suggest why your customers aren't completing orders.

Walkthrough: 

1. From your ShopBase admin, go to Orders.

2. Click Abandoned checkouts.


B. Manually email a customer a link to their abandoned checkout

You can manually email a customer a link to their abandoned cart so that they can complete their checkout if they choose.

Walkthrough: 

1. From your ShopBase admin, go to Orders > Abandoned checkouts.

2. Click the number of the checkout that you want to recover.

3. Click Send a cart recovery email.

4. Click Send notification button


C. Automatically email a customer a link to their abandoned checkout

You can automatically send an email to customers after they have abandoned their checkout. Each email contains a link to the customer's abandoned cart, allowing them to complete their checkout if they choose. You can edit the email template by adding a logo or changing the color scheme.

A recovery email is not sent for an abandoned checkout in the following circumstances:

  • If a potential customer creates more than one abandoned checkout in a row, then only one email (the last abandoned checkout) will be sent to that potential customer.
  • If a potential customer creates one or more abandoned checkouts and then completes a sale before the recovery email gets sent, then the email won't be sent.
  • If a payment processing error occurred when the customer tried to complete their checkout, then the email won't be sent.
  • If your shop does not support shipping to the customer's address, then the email won't be sent.
  • If none of the products in the checkout are available for purchase (empty inventory, for example), then the email won't be sent.
  • If all the products in the checkout are free, and the customer does not visit the shipping page to add a shipping fee or the shipping fee is also free, then the email won't be sent.

Walkthrough: 

1. From your ShopBase admin, go to Settings > Checkout.

2. In the Abandoned checkouts section, check Automatically send abandoned checkout emails. If uncheck, you can still manually send and email to customers.

3. Under Send to, choose who you want to send a checkout recovery email to:

  • Anyone who abandons a checkout
  • Email subscribers who abandon a checkout

4. Under Send after, select the number of hours that Shopify should wait before sending the abandoned checkout email:

  • 5 minutes
  • 1 hour later
  • 6 hours later
  • 10 hours later (default)
  • 24 hours later

5. Click Save.

You can review the status of each abandoned order email by going to Orders and then clicking Abandoned checkouts




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