Abandoned carts

Shoppers who filled a cart and left without paying — what is recorded, how to send them a reminder, and what "recovered" means.

Some shoppers fill a cart, start the checkout, and then leave. They are not orders and they never will be — unless somebody reminds them. This screen is that reminder.

SidebarOrdersAbandoned Cart

What gets recorded, and when#

The cart is saved at one exact moment: when the shopper has given their email at checkout and moved on to the delivery step, but has not placed the order. Before that there is no email, so there is nothing to save and nobody to write to.

One cart is kept per email address. If the same shopper comes back and fills a cart again, the same row is updated — you never get a screenful of the same person.
Only a cart with items counts. An empty cart is not recorded.

The list#

The screen is headed Abandoned cart. Each row shows an ID, the Date, Placed By (their email), the Amount the cart was worth, and its Status. Newest activity is at the top.

Status	What it means
Open (amber)	They left and you have not written to them yet. These are your work.
Reminded (blue)	A reminder email has been sent. Now you wait.
Recovered (green)	They came back and placed an order. This one turned into money.

Sending a reminder#

Set the Status dropdown to Open, so you only see the ones nobody has written to.
Press Remind on a row.
A green message says Reminder sent, and the row turns blue and says Reminded.

OrdersAbandoned CartRemind

Nothing is sent automatically. Every reminder is one press by you — so nobody is ever emailed without you deciding it.

If a red message says the reminder could not be sent, it is almost always one of two things: the Abandoned cart reminder switch is off under Settings → Email, or your shop's email is not set up. Fix that and press Remind again.

SettingsEmailAbandoned cart reminder

Do it the same day. A cart from this morning is a live customer; a cart from last month is a stranger. And send once — a second and a third reminder to the same person is what gets your emails marked as spam.

What "recovered" means#

Recovered means that email placed a real order afterwards. It happens by itself the moment the order comes in — you never mark it. The Remind button on a recovered row is switched off, because there is nothing left to remind them about.

Recovered only says they came back and ordered — it does not prove your reminder is what brought them. Some people come back on their own. Still, counting how many green rows you get each month is the honest way to see whether reminding is worth your time.

Tidying up#

The bin icon on a row removes that cart from the history. Use it on old carts you are never going to chase. It touches nothing else — the shopper's account and any orders they placed are untouched.

The Export button downloads whatever the list is showing as a spreadsheet, if you would rather work through them somewhere else.

If this screen is missing from your menu, either your role does not include orders, or your provider has this area switched off for your shop. Nothing is broken — ask them.