Somebody filled a basket in your store and never finished. Abandoned Carts is where those baskets wait, so you can nudge the shopper instead of losing the sale.
Open it when you want to see what nearly sold, and to write to the person who nearly bought it.
Before you start
Abandoned Carts is part of your plan. If your plan does not include it, the page shows an upgrade card instead.
A guest basket only appears here if the shopper left a verified email or phone number.
To send a reminder yourself, your role needs the Send Cart Reminders permission. Without it the Remind button is not there.
Step 1. Open Abandoned Carts
Pick Abandoned Carts from the side menu. Four cards sit across the top, the Automatic reminders card sits under them, and the list of baskets comes last.
Abandoned Carts opens on the baskets your shoppers never finished.
Step 2. Read the four cards
Recovered Revenue and Recovered Orders: what shoppers bought after coming back through one of your reminders.
Carts Reminded: how many baskets got a reminder, with the number of abandoned baskets under it.
Recovery Rate: recovered orders out of carts reminded, as a percentage.
The money and the orders won back, the carts reminded, and the rate between them.
Step 3. Choose customers or guests
Two tabs split the list. Customers holds baskets left by people with an account. Guests holds baskets left by shoppers who never registered.
Customers holds baskets left by people with an account, Guests the rest.
Step 4. Narrow by state
The dropdown on the right shows All, Pending, Reminded, Recovered or Lost baskets.
The dropdown filters to Pending, Reminded, Recovered or Lost, and back to All.
Step 5. Read a row
Each row shows the Contact (the name, with the email and phone under it), the Items, the Cart Total, the State and the Last Activity date.
The state badge tells you where the basket stands: Pending, Reminded once, Reminded twice or Recovered.
One row: the contact, the items, the cart total, the state and the last activity.
Step 6. Send a personal reminder
Press Remind on a row. The Send a custom reminder window opens.
Tick Email, SMS or both. A channel stays greyed out when the shopper left no email or no phone.
Fill in Subject (English), Subject (Arabic), Message (English) and Message (Arabic). All four are needed.
Press Send Now. You see Reminder sent.
Email is free. SMS uses your SMS credits, so you send it one basket at a time. A basket that has already become an order has no Remind button.
Tick the channels, write the subject and the message in both languages, then press Send Now.
Result
The shopper gets your message with a link back to the basket they left. If they come back through that link and buy, the basket shows Recovered and the recovered cards at the top go up.
A personal reminder does not change the badge, because the badge counts the automatic reminders. You find each personal reminder you sent under its subject in Campaigns, on the History tab.