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Abandoned Carts

Jon Patch avatar
Written by Jon Patch
Updated this week

Feature Overview

The Abandoned Carts feature shows you a dynamic list of customer carts that were started but not completed, and the ability to send retargeting emails to those specific customers prompting them to complete their order.

If you don't currently have access to this tab, some backend setup may be required in order to activate it for your account. Please reach out to our Client Experience team for more information.

Abandoned carts are accessible in the Orders tab:

Cart Details

The abandoned carts list shows you the following details on every abandoned cart:

  • Date and time of abandoned cart

  • Customer name

  • Last order amount and date

  • # of items in the abandoned cart

  • Total $ value of the cart

  • Which Recovery Email they’ve received (if any)

  • The recovery status

Order Recovery Email Copy

The top of the abandoned carts page shows the three email templates that you can choose between when sending emails. If no template copy is entered, this part of the page will be blank. Copy will need to be provided in order for emails to be successfully sent.

The copy for these can be managed in Settings > Transactional Emails

Sending Order Recovery Emails

Select the customers you’d like to send a recovery email to and then in the “Choose an action” menu select which email you’d like to send.

When your customer receives the email, if they click "View My Cart" it will automatically log them into their account and recreate a stand-alone cart with those products being available to purchase.

Please be aware that for allocation brands, the abandoned cart feature is not tied to the customer's group details. This feature creates a stand-alone checkout process with those products that were previously in the customer's cart. Your admin team should take this into consideration, regarding the end dates for the allocation groups. In other words, an allocation can be closed, yet a customer would still be able to checkout via the abandoned cart email link.

Email sample:

Abandoned Cart Filtering Logic

In order for this list to be relevant and actionable, the page only includes abandoned carts:

  • If there is still sufficient stock available for purchase*

  • If the customer is opted into emails

  • If the customer has a shipping address that you ship to

  • If the customer hasn't placed a followup order after abandoning the cart (within 30 days)

  • If the customer hasn't received retargeting for previous abandoned carts in the past 45 days

  • Only the first abandoned cart, if two were created by the same customer

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