Abandoned Carts: Win Back Shoppers Who Left at Checkout

Overview

When a shopper types their email address at checkout and leaves without paying, BestWebby keeps their cart. Orders → Abandoned carts lists those carts. A recovery email invites the shopper back with a link that puts the cart back in their basket exactly as they left it.

Who can use it. The Abandoned carts page is on the Growth plan and above, and needs the marketing permission.

The page

The four figures at the top count every cart, not only the ones listed:

• Open carts: carts nobody has come back to yet.
• Recoverable value: what the open carts are worth, in your store's currency. Carts in another currency are listed underneath, each in its own currency, and are not added in.
• Recovery emails sent: carts emailed at least once, by you or by the automatic reminders.
• Recovered (came back from the link): carts whose shopper opened the link in a recovery email. That shopper is back at their cart; it does not mean they paid, so the sale itself is in Orders.

The list shows the 50 most recent carts, open and recovered: the shopper's email (or Guest), the first items, the value, the day the cart was left and its status, Not contacted, Email sent or Recovered.

Send a recovery email yourself

On a cart with an email address that has not been emailed or recovered yet, click Send recovery. The shopper gets one email, Your cart is waiting, with a Return to your cart button.

A recovery email is marketing, so it goes out only when the rules for marketing email are met. When it is not sent you see Recovery email not sent with the reason, and the button stays usable:

• The shopper has not agreed to marketing email. Agreement counts once the shopper has confirmed it from the email your store sends after they tick the box at checkout, in the sign-up pop-up or in a newsletter form.
• The address unsubscribed or bounced. It is never emailed.
• Your store has no business postal address. Marketing email has to show one. Add your store address under Shipping, then send again.
• Your account is not in service, or is paused for a security review. Marketing email waits until it is back.

Once a cart is marked Email sent, this page does not email it again.

The automatic reminders

You do not have to send anything by hand. Every 30 minutes BestWebby looks for carts left at least an hour ago and no more than 7 days ago, and sends up to three reminders: about an hour, a day and three days after the cart was left, never less than 12 hours apart. Then it stops. There is no fourth email, and no reminder offers money off: a discount is yours to decide.

The reminders stop as soon as the shopper comes back through the link or places an order with the same email address. They follow the same rules as the email you send yourself: only to a shopper who confirmed they agreed to marketing email (when the confirmation email went out in the last 24 hours and has not been pressed yet, the cart waits for it), never to an address that unsubscribed or bounced, and only from a store with a postal address. A shopper who was using your store in French gets them in French. They are not sent while your store has no connected Stripe account.

Abandoned carts worth 50.00 or more in your store's currency also appear on Home, under Needs you now.