Abandoned carts

When a customer fills a cart and leaves without checking out, the cart is kept under Abandoned Carts in the Sales section of the main menu. From there you can see what they were about to buy, send them a reminder, or turn the cart into an order yourself.

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The carts list

A cart appears in the list once it has sat untouched for 15 minutes, as long as it has an email address or a customer attached. A cart with neither can’t be followed up, so it isn’t shown. The list shows each cart’s:

• Date
• Customer
• Email
• No. of Items
• Total

Filter the list by date, or by Market if you sell in more than one, search by name or email, and sort by when a cart was last updated, when it was created, or its value. The chart icon in the top-right opens the cart recovery report (see Sales reports).

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A cart’s details

Click a cart to open it. Alongside the items and totals you’ll see the cart’s Customer, Shipping, Billing and any Gift options the customer filled in. If a recovery email has gone out, the Details section says when. Under Actions you can:

• Convert to order - turn the cart into an order (see below)
• Copy cart link - copy a link that reopens the cart, to send to the customer yourself

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Recovery emails

Recovery emails and recovery tasks are set up under Settings > Cart & Checkout, and the email’s wording under Settings > Notifications. If automatic recovery emails are turned off, a cart with an email address shows a Send recovery email button instead, which sends a one-off reminder to that customer. Each cart is only ever sent one recovery email, and the send is recorded on the customer’s activity.

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Converting a cart to an order

Convert to order opens a panel that starts from everything the cart already knows:

• Customer - the cart’s customer, with their reward tier and tags. If the cart has an email address but no customer, a new customer is created with that email.
• Billing Address and Shipping Address - the cart’s addresses are picked from the customer’s saved addresses where they match, or typed in for you where they don’t. A cart with no billing address uses its delivery address, and a cart with no address at all falls back to the customer’s default.
• Shipping Method, with optional Delivery Instructions of up to 120 characters
• Items - the cart’s lines, which you can adjust or add to
• Discount and Gift Options

Everything is priced in the cart’s market and its currency, including any products you add and the shipping rates. The order keeps that market too, so flows that check the order’s market treat it like any other order from that market. Click Create Order to finish. The new order is created as pending, ready for you to take payment or send a payment link, and you’re taken straight to it. The cart is removed from the list.