Abandoned checkout recovery

AdminOrders

Reminder

Abandoned checkout recovery is only available on Professional or Unlimited plans. If you are on our Basic plan, there are several apps available in the Shopify App Store. (Enter the word abandoned in the search bar on the app store.)

Not everybody who adds something to a cart makes it all the way through to purchase a product. Sometimes they give up along the way. Anytime a potential customer provides their contact information but doesn't complete the order, we store that as an abandoned checkout.

Review your abandoned checkouts

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

  1. From your Shopify admin, click Orders.

  2. Click Abandoned checkouts.

  3. You can now review your abandoned checkouts:

    Abandoned checkouts

You can also export your abandoned checkouts like you would export your orders.

Automatically send an email to a customer with a permalink to their abandoned checkout

You can automatically send an email to customers 6 hours or 24 hours after they abandoned their checkout. Each email contains a permalink, also referred to as a permanent link, to a customer's abandoned checkout so that they can quickly and easily complete their checkout if they so choose.

Under certain circumstances, we may not send out a recovery email for an abandoned checkout:

  • If a potential customer creates more than one abandoned checkout in a row, only one email 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 ever be sent.
  • If a payment processing error occured when the customer tried to complete their checkout, then the email won't ever be sent.
  • If your store does not support shipping to the customer's address, then the email won't ever be sent.
  • If none of the products in the checkout are available for purchase (empty inventory, for example), then the email won't ever be sent.

If you have configured your store to send recovery emails automatically, the Abandoned checkouts page will contain tooltips explaining why recovery emails were not delivered.

To enable automatic abandoned checkout recovery emails:

  1. From your Shopify admin, click Settings.

  2. Click Checkout.

  3. Scroll down to the Order processing section.

  4. Under the If the customer abandons their checkout heading, choose one of the following options from the drop-down menu:

    • Never (default): This will never send an email to customers when they abandon their carts. You can still manually send an email to customers.
    • 6 hours: This will send an email to the customer 6 hours after they abandon their cart with a permalink to their abandoned checkout so that they can easily complete the checkout process.
    • 24 hours: This will send an email to the customer 24 hours after they abandon their cart with a permalink to their abandoned checkout so that they can easily complete the checkout process.

    Abandoned checkout

  5. Click Save.

Information

Why 6 or 24 hours? Shopify reviewed how often people completed orders on their own after abandoning a checkout, and we found that those who did would do so within 5 hours of their original abandoned checkout. We also noticed a spike 24 hours afterwards. These two times were chosen to maximize the number of recovered checkouts for your store.

You can review the status of each abandoned checkout email from your Shopify admin by clicking Orders and then clicking Abandoned checkouts. The status of each recovery email is found under Email Status. The status of the abandoned checkout can be found under Recovery Status.

Abandoned checkouts

After an email is sent, the checkout will only be considered "recovered" if the customer clicks on the permalink and completes the checkout process. If a customer completes an order by returning to the website, without using the permalink, then the abandoned checkout won't be marked as recovered:

Abandoned checkout 5

Caution

Tip: A great way to entice customers to complete their checkout is to offer them a discount. Learn how to create discount codes.

Manually send an email to a customer with a permalink to their abandoned checkout

Do you want to include a discount code with your abandoned checkout recovery email? You can manually send an email with a permalink, also referred to as permanent link, to a customer's abandoned cart so that they can quickly and easily complete their checkout if they choose.

  1. From your Shopify admin, click Orders.

  2. Click Abandoned checkouts.

  3. Click on the abandoned order for which you'd like to issue an email. At the top of the abandoned checkout's page, you will be given a permalink to that customer's cart:

    Abandoned checkout 4

  4. Copy the permalink and email it to the customer so that they might complete their checkout. You may also want to include a discount code.

The Recovery Status on the Abandoned checkouts page will only update to "recovered" if the customer completes their order using that link:

Abandoned checkout 5

Change the automatic abandoned checkout recovery email

You can also make changes to the automatic email that is sent out to customers. To make changes to this email:

  1. From your Shopify admin, click Settings.

  2. Click Notifications.

  3. In the Email Templates section, click Abandoned checkout.

    Abandoned checkout 3

  4. Make your changes to the template.

  5. Click Save.

Caution

Made a mistake to the email template? Want to revert back to the original one? You can view and copy the original code here.

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