Abandoned carts occur when a customer adds items to a cart, but leaves your eCom (E-Series) online store without completing an order. With abandoned cart recovery emails, you can remind buyers about unfinished orders. Each recovery email contains a list of products the shopper left in the cart and a button to complete an order in your eCom online store.

You can enable automated recovery emails sending, send emails manually, or place the order from abandoned carts yourself. Automated cart recovery emails are sent 2 hours after a customer has abandoned the cart. You can also add a discount coupon to the email to encourage a person to finish their purchase.

Understanding abandoned carts in eCom

Carts are considered abandoned when:

• A customer has added at least one item to the cart.
• A customer specifies their email address at the first step of checkout.
• A customer closes the checkout page without completing the order.

In My Sales > Abandoned Carts in your eCom Admin Panel, you will find a list of abandoned carts, a total sum of all redeemed sales, and details on each abandoned cart:

In each incomplete order, you will find a date the order was abandoned, a customer’s name and contact details, and a preferred shipping option if a customer chose one. You will also see one of the following abandoned cart statuses:

• Reminder email scheduled — recovery email will be sent automatically within 2 hours. You can send it manually if you want.
• Reminder email sent — recovery email has been sent either manually or automatically.
• Recovered — a customer successfully purchased an order by clicking a link in the email.

After you enable automated emails sending, shoppers will get a reminder about unfinished orders in your eCom online store. Once a customer receives and opens the recovery email, they will see a short message from your store, the image, name and price of an abandoned item, and a link to complete the order. You can customize the email template to fit your brand. If you send emails manually, you can edit the message prior to mailing.

When a customer clicks on the link in the email and makes the purchase, the order will automatically receive the Recovered status on the Abandoned Carts page in your eCom admin and will also appear on the Orders page. The order will be considered recovered only if a customer clicks the recovery link and completes the checkout. The abandoned cart won't be marked as recovered if a customer completes an order by returning to the website without using the checkout recovery link from the email.

Enabling automated cart recovery emails in eCom

Automated cart recovery emails can save your time since you don't have to manually track and recover each abandoned order.

After the automated recovery emails are enabled for the first time, eCom will send a reminder email to all customers who abandoned their carts during the last 2 weeks.

To enable automated recovery emails in eCom:

1. From Retail POS, go to Online > Webstore > Notifications.
2. Scroll down and turn on the Abandoned Cart Recovery toggle.

Adding discount coupons to automated cart recovery emails

To encourage customers to complete the online order, you can add an eCom discount coupon to the abandoned cart recovery emails. To redeem the coupon, a customer will need to copy the code from the email and enter it into the coupon field at the checkout in your eCom online store.

To add the discount coupon code to automated marketing emails:

1. From Retail POS, go to Online > Overview and click Go to eCom (E-Series).
2. In your eCom Admin Panel, click Marketing > Automated Emails.
3. Near the Discount coupon in abandoned cart recovery email, click Manage.
4. In the Marketing tools section, click Add Discount Coupon.
5. Choose an existing active coupon from the dropdown, or click Manage Coupons to create a new one. Your coupon should not be limited by the single use; otherwise, only one customer will be able to get a discount.
6. Click Save.

When a buyer clicks the Complete Order button from an email, they will be redirected to the checkout, where they can enter the code. To access the coupon field, your customers should click the Redeem your coupon link at checkout:

Removing discount coupons from automated cart recovery emails in eCom

If you no longer want to provide customers with discounts in automated marketing emails, you can remove a coupon code. Your customers will still receive the abandoned cart recovery emails but without a discount code.

To remove a discount coupon from an automated marketing email in eCom:

1. From Retail POS, go to Online > Overview and click Go to eCom (E-Series).
2. In your eCom Admin Panel, click Marketing > Automated Emails.
3. Near Discount coupon in abandoned cart recovery email, turn off the toggle.

Customizing automated abandoned cart recovery email template

The automated abandoned cart recovery email template is set up with ready-made content to fit any business. The email has the “You left items in your cart” subject and shows each customer a link to your store, the short message, an abandoned product image, name and price, a link to the cart, and contact and legal information in the footer:

You can customize the default template by editing company info, adding your logo to emails, changing the message or email subject, and more. Changes to automated email templates can be made in Online > Webstore > Notifications in Retail POS.

For deeper brand customization of abandoned cart recovery emails, please refer to the Editing mail notifications article.

Sending cart recovery emails manually

Sending a recovery email manually helps you build more personalized communication with a customer. For instance, you can address a person by name or offer them a discount coupon for completing a purchase.

If you've enabled automated cart recovery emails in your eCom online store, they are sent 2 hours after a customer has abandoned the cart. In this case, you can send cart recovery emails manually before the automatic email goes out.

To send a cart recovery email manually:

1. From Retail POS, go to Online > Overview and click Go to eCom (E-Series).
2. In your eCom Admin Panel, click My Sales > Abandoned Carts.
3. Find the order that you want to recover, and click Send Email.

4. (optional) Edit the subject and the message exactly the way you want:

   

   If you're using multiple languages in your store, then, by default, subject and message are displayed in the language your customer browsed the store before abandoning the order. If you edit these texts, they will be sent "as is", without any further translation.

5. (optional) You can add a discount coupon to an email to encourage a customer to place an order. To do so, create a coupon on the Marketing > Discounts coupons page in your eCom admin and copy the coupon code to the email. A customer will have to enter the code to the coupon field at the checkout. To access the coupon field, your customers should click the Redeem your coupon link at checkout.

You can manually resend abandoned cart emails at any time. For example, if you want to alter the text and prompt customers to place the order one more time. To resend the recovery email, go to Update → Resend email next to the order on the Abandoned Carts page.

Placing an order from an abandoned cart manually

You can manually convert an abandoned cart to a standard order. For example, if a customer abandoned a cart because they didn’t find the right payment method to pay for an order. In that case, a client can contact you and pay you directly with a payment method that is not set up in your eCom online store.

When you manually place the order, it is moved from the Abandoned carts list to the regular order list in your eCom admin. You can choose the payment status for the order and whether or not to send a customer the email notification about the order. The customer won’t be charged, so you have to contact the customer via email or phone they provided to arrange payment.

To place the order from abandoned carts:

1. From Retail POS, go to Online > Overview and click Go to eCom (E-Series).
2. In your eCom Admin Panel, click My Sales > Abandoned Carts.
3. Select the order you would like to place and click Update → Place Order.

4. In the popup window, you can choose the payment status and payment method from the dropdown. You can also choose whether to send or not to send the order confirmation email to a customer:

   

5. You will also see how the stock quantity will change if you place the order. In case it’s the last item in stock, you will see the Out of stock notice. In case the number of items in the order is more than the actual number of items in stock, you will see the Oversale notice:
   

Exporting abandoned cart data

You can download data with the details of every abandoned cart in your eCom online store. This data includes various information on the attempted orders, including customer emails, payment and shipping methods selected, products in the cart, and much more. The full list of attributes (columns) available for download appears in the dialog during export.

To export data on abandoned carts:

1. From Retail POS, go to Online > Overview and click Go to eCom (E-Series).
2. In your eCom Admin Panel, click My Sales > Abandoned Carts.

3. Click Mass update → Export abandoned carts → Export All if you want to export all your incomplete orders:

   

4. (optional) Click Filter in the upper left corner to use filters, then tick specific abandoned carts and click Mass update → Export abandoned carts → Export Selected if you want to export only a part of the carts based on some criteria.

   You can also use the search field at the top of the abandoned cart list.

5. In the export settings dialog, select the delimiter for your file and the columns that you want to export (by clicking them).
6. Click Download CSV file.

A CSV file with the data on your abandoned carts will be downloaded to your device. You can analyze this information to get insights into customers’ behavior, use it for marketing purposes (for example, to send personalized emails via Mailchimp), or just keep the files for your records.

Deleting abandoned carts

You can delete abandoned cart data stored in your eCom admin at any time. For example, if the cart is already recovered and you’re sure you won’t need its data in the future.

If you delete a cart, it will be permanently erased from your store.

To delete abandoned carts:

1. From Retail POS, go to Online > Overview and click Go to eCom (E-Series).
2. In your eCom Admin Panel, click My Sales > Abandoned Carts.
3. Tick all the carts you want to delete. You can use filters in the upper left corner or the search field at the top of the abandoned cart list to find specific carts.
4. Click Mass update → Delete Selected.
5. Confirm cart deletion.

Turning off automatic abandoned cart recovery emails

If you want to temporarily stop sending abandoned cart emails, you can turn off the active toggle in Online > Webstore > Notifications in Retail POS.

Please note that disabling the Discount coupon in abandoned cart recovery email toggle on the Marketing > Automated Emails page in eCom admin will only turn off adding discount coupons only but not sending emails itself.

To turn off abandoned cart recovery emails:

1. From Retail POS, go to Online > Webstore > Notifications.
2. Near the Abandoned Cart Recovery, turn the toggle off.

You can always re-enable sending abandoned recovery emails.