Recover abandoned carts

Lots of shoppers add things to a cart and never finish — they get distracted, they want to think it over, or the timing is just off. Your page keeps track of these almost-sales and can send friendly reminders automatically. You can also follow up by hand whenever you want.

How it works

When a shopper enters their email but does not finish paying, your page quietly remembers what they almost bought. Those near-misses collect on your Abandoned Carts page. If you turn on recovery reminders, eligible shoppers receive the enabled emails after 1 hour, 24 hours, and 72 hours. You can also choose carts and send a recovery email by hand.

See your abandoned carts

In the sidebar, click Orders, then Abandoned Carts. The top of the page shows your headline numbers: how many carts were abandoned, your recovery rate, lost revenue, and revenue you have already recovered. Below that is a list of each abandoned cart with the customer, the cart's value and items, its status, and when it was abandoned.

Use the status filter (all statuses, abandoned, new, pending recovery, email sent, recovered, or unrecoverable) and the timeframe filter (last 7, 30, or 90 days) to focus on the carts that matter most right now.

Send a recovery email

1. 1

   Open Orders, then Abandoned Carts

   You will land on the list of recent abandoned carts.

2. 2

   Tick the carts you want to follow up on

   Use the checkboxes on the left to select one cart or several at once. Recent carts with a customer email are a good place to start.

3. 3

   Click Send recovery email

   A short dialog opens. Choose an email style from the list, add a personal message if you'd like, and confirm with Send emails. Your selected shoppers get the email straight away, with your store name and branding already added.

4. 4

   Mark carts as recovered or unrecoverable

   If a shopper comes back and buys, your page marks their cart as recovered for you. You can also tick carts and use Mark recovered if you closed the sale another way, or Mark unrecoverable for the ones that aren't worth chasing.

Set up automatic recovery emails

The Recovery tab has three automatic stages: a First Reminder after 1 hour, a Discount Offer after 24 hours, and a Final Chance after 72 hours. Each enabled stage sends once per eligible cart.

1. 1

   Open Recovery settings

   On the Abandoned Carts page, click Recovery settings. This opens Checkout settings on the Recovery tab.

2. 2

   Switch reminders on or off

   Under Recovery Email Sequences, use the toggle beside each reminder to enable or pause it. Each toggle saves on its own.

3. 3

   Tidy up the wording

   Recovery emails use the same templates as the rest of your page, so you can rewrite the subject line and message to sound like you. See the guide on customizing customer emails for how to edit them.

Abandoned checkout reminder

A shopper who reaches payment but leaves an order unpaid can receive one automatic reminder after an hour, with a secure link back to payment. Turn Payment reminder email on or off under Checkout settings > Recovery. You can also send the reminder by hand from Orders > Abandoned Checkouts; each checkout is reminded at most once, automatically or manually.

See how recovery is performing

On the Abandoned carts page, the Email performance section shows how many recovery emails went out, the open rate, and the click rate. Pair that with the recovery rate and recovered value at the top of the page to see what your follow-ups are bringing in.