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How to recover abandoned carts in your store

Go to Payments › Settings › Notifications, turn on Abandoned Cart emails and choose the template, subject and send delay. To view and export abandoned carts or copy the recovery link, use Payments › Orders › Abandoned Checkouts.

Updated on

Before you start

  • You need permission to manage Payments settings.
  • The email is only sent when the customer reached the store checkout and entered their email before leaving. No email, no recovery.
  • If you want a branded email, first create a template in Marketing › Emails › Templates.
Where to find it

Payments › Settings › Notifications › Enable Abandoned Cart emails

Step by step

Turn on and configure the automatic email

  1. Open Payments, click Settings, then Notifications.
  2. Turn on Enable Abandoned Cart emails.
  3. Under Email template, keep the default or choose one of your own.
  4. Enter the email subject (short, with a call to action).
  5. Under Send after, set how long to wait after abandonment, in minutes or hours (the default is 10 hours).
  6. Save.

Build your own template with the customer's cart

  1. Open Marketing › Emails › Templates and click + New (or open an existing template).
  2. In the editor, click the custom values icon, choose the Ecommerce group and insert the Checkout page URL (takes the customer back to their cart) or the Product list page URL.
  3. To show the items left in the cart, drag the Shopping Cart element (under the ecommerce elements) into the email: it fills itself with image, name, price and quantity.
  4. Save the template and go back to Notifications to select it.

View, export and recover manually

  1. Open Payments, hover over Orders and click Abandoned Checkouts.
  2. Search by name or email and use Add Filter (email status, recovery status, date range).
  3. To export, select the records and click Export CSV. Up to 5,000 records download immediately; above that, the file is emailed to you.
  4. To send the link yourself, click the abandoned checkout, copy the checkout URL at the top of the page and paste it into an email, SMS or WhatsApp message.
  5. The Configure Notifications button on this page opens the same automatic email settings.

Tips

  • The recovery link works on any device and browser, but only shows the items from that cart (the customer can't add others from there).
  • When the link is opened, the customer sees current names and prices; if an item sold out, a remove option appears.
  • Only one automatic email is sent per abandoned cart. For a longer sequence or SMS/WhatsApp, use a workflow.

Common problems

  • The email wasn't sent → The customer never entered their email at checkout, or the option is off under Notifications.
  • I want to recover carts from a funnel order form → This feature only covers the store checkout. For order forms, build a workflow that tracks the visit and sends a message if no payment is recorded.
  • The Shopping Cart element shows empty → It only fills in when the customer reached the checkout page and left their email.
  • The Export CSV button is grayed out → Select at least one record.
  • All items in the cart were deleted from the store → The link shows a Continue Shopping button instead of the checkout.

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