Abandoned checkouts

Not everyone who adds a product to their cart completes the checkout. When a potential customer provides their contact information but doesn't complete the order, their cart is stored as an abandoned checkout.

Abandoned checkout recovery is available only for the Online Store sales channel on the Shopify plan or higher. Abandoned checkouts on Shopify POS or third party sales channels will not receive a checkout recovery email.

Review your abandoned checkouts

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

To view your abandoned checkouts:

  1. From your Shopify admin, go to Orders.

  2. Click Abandoned checkouts.

You can manually email a customer a link to their abandoned cart so that they can complete their checkout if they choose.

  1. From your Shopify admin, go to Orders > Abandoned checkouts.

  2. Click the number of the checkout that you want to recover.

  3. Click Send a cart recovery email.

  1. Optional: you can enter a custom message and click the box beside each email address you want to send a copy to:
    Abandoned checkout custom message
  2. Click Review email.

  3. Review your email and click Send notification, or click Back to make any changes.

The Recovery status on the Abandoned checkout page will only update to show as recovered if the customer completes their order using that link.

You can automatically send an email to customers after they have abandoned their checkout. Each email contains a link to the customer's abandoned cart, allowing them to complete their checkout if they choose.

A recovery email is not sent for an abandoned checkout in the following circumstances:

  • If a potential customer creates more than one abandoned checkout in a row, then 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 be sent.
  • If a payment processing error occurred when the customer tried to complete their checkout, then the email won't be sent.
  • If your shop does not support shipping to the customer's address, then the email won't be sent.
  • If you allow customers to enter a phone number instead of an email address at checkout, and the customer chooses to enter a phone number, then the email can't be sent.
  • If none of the products in the checkout are available for purchase (empty inventory, for example), then the email won't be sent.
  • If all the products in the checkout are free, and the customer does not visit the shipping page to add a shipping fee or the shipping fee is also free, then the email won't be sent.

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

To enable automatic abandoned checkout recovery emails:

  1. In the Order processing section, under the If the customer abandons their checkout heading, select the number of hours that Shopify should wait before sending the abandoned checkout email:

    • Never (default). You can still manually send an email to customers.
    • 1 hour later (recommended).
    • 6 hours later.
    • 10 hours later (recommended).
    • 24 hours later.
    Abandoned checkout options
  2. Click Save.

You can review the status of each abandoned order email by going to Orders and then clicking Abandoned checkouts. The status of each recovery email is found under the Email status column. The status of the abandoned checkout can be found under Recovery status.

Abandoned orders admin

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

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