Abandoned carts

An abandoned cart is a cart that holds items but whose checkout was never completed. It is a sale within reach: the customer was interested and stopped along the way. The platform detects these carts and lets you follow them up automatically.

How it works

When a cart stays unchanged for a while — no new item, no payment — it is treated as abandoned and a notification goes out. The delay before follow-up is set to the hour. A cart is followed up only once, and a very old cart is no longer chased at all.

Who gets notified

Two follow-ups are possible, enabled separately in the settings, "Payment" tab:

• The notification to the administrator, on by default: you are told by email that a customer left a cart, with their name and the cart contents, so you can reach out yourself.
• The reminder to the customer, off by default: the customer gets a reminder email with a link back to their cart. It is deliberately inactive at first, so your customers are not disturbed without your say-so.

Only customers who have created an account can be emailed, since that is the only way to know their address — whether or not they are logged in at the moment they abandon the cart. A cart created by a visitor without an account is still spotted as abandoned, but no email can be sent to them.

The wording of both emails is customized in the email templates. Each option states in its description the name of the template it sends: "cart-abandoned-customer" for the customer, "cart-abandoned-admin" for the studio. Templates are listed under that name.

Measuring what it brings in

When a customer comes back to complete their purchase after being reminded, the cart is flagged as recovered. This lets you tell a simply-abandoned cart apart from one the follow-up turned into a sale.