Viewing and Managing Abandoned Checkouts – SHOPLINE Help Center

In the Abandoned checkouts section under the Orders module, SHOPLINE collects abandoned checkouts that include customer information like contact details, selected products, marketing preferences, shipping address, delivery method, and payment information. This data is provided by customers during the checkout process. You can analyze these abandoned checkouts and take action, such as sending recovery emails with links to complete the purchase.

Note: SHOPLINE only aggregates abandoned checkouts from the Online Store and Buy Button sales channels. Abandoned checkouts from third-party platforms like Facebook and Instagram are not supported.

Viewing Abandoned Checkouts

Abandoned checkouts where customers provided contact information but didn't complete the purchase are listed in the Abandoned checkouts section. Note that not all required checkout details might be included, as they depend on the information provided by the customer.

Checkouts that customers complete without receiving recovery emails are hidden from the list once they're closed. Those completed after receiving a recovery email are marked as completed and recovered.

Note: SHOPLINE retains abandoned checkout records for the past 180 days. Older records are automatically deleted.

Accessing the Abandoned Checkouts List

To view abandoned checkouts, go to Orders in your SHOPLINE admin panel and click Abandoned checkouts.

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Understanding Abandoned Checkout Statuses and Corresponding Order Results

When a customer enters the checkout page and provides their contact information, a record will appear in the Abandoned checkouts list. Depending on whether a recovery email is sent and whether the customer completes the purchase later, the relevant statuses of the abandoned checkout may vary. The table below explains how the statuses change in different scenarios:

Scenario	Recovery Email Status	Abandoned Checkout Status	Order Created?	Note
The customer fills in contact info but leaves the checkout page, and no recovery email is sent.	Not sent	Not recovered	No	The abandoned checkout remains in the list.
No recovery email is sent, but the customer later completes the purchase on their own.	N/A	N/A	Yes	The abandoned checkout is automatically removed from the list.
A recovery email is sent, and the customer clicks the email and completes the purchase.	Sent	Recovered	Yes	The abandoned checkout remains in the list and links to the corresponding order.
A recovery email is sent, but the customer does not complete the purchase.	Sent	Not recovered	No	The abandoned checkout remains in the list.

Using Filters to View and Manage Abandoned Checkouts

You can filter abandoned checkouts using Send status, Recovery status, and More filters like Messages sent.
To search by product name, enter the name in the search box.
You can also filter by checkout amount. For example, to find checkouts between $2 and $40, select More filters > Checkout amount, enter "2" and "40," then click Confirm.
To help merchants assess how many times a customer attempted to pay before abandoning the checkout, SHOPLINE supports filtering by Failed payment attempts. To apply this filter, go to More filters > Failed payment attempts. You will see the following options:
- 0 attempts: The payment for the abandoned checkout was never initiated, or the payment succeeded on the first attempt.
- 1–3 attempts: The customer initiated payment 1 to 3 times, but all attempts failed.
- 1–5 attempts: The customer initiated payment 1 to 5 times, but all attempts failed.
- 5+ attempts: The customer initiated payment more than 5 times, but all attempts failed.
To clear the selection, click Clear.

Note: SHOPLINE now supports filtering abandoned checkouts by updated time, allowing you to retrieve active abandoned checkout data.

Editing Columns

Customize the Abandoned Checkouts list by selecting the columns you want to display. Click Edit columns, choose your desired items, and drag and drop them to rearrange.
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Exporting Abandoned Checkouts

To track abandoned checkouts and create a retargeting campaign, you can export the data for analysis. In the Abandoned Checkouts section of the Orders module, click Export in the upper-right corner of the page. Specify the desired export range and click Export.

About the downloaded spreadsheet

The exported file contains two tabs:

Abandoned checkout details: Displays detailed information for all abandoned checkouts included in the selected export range, such as customer contact emails, payment status, checkout amount, discount amount, recovery status, and other checkout-related data.
Failed payment details: Consolidates all failed payment attempt information. It provides an overview of each failed attempt, including the related abandoned checkout number, payment method and channel used, and the corresponding failure reason.

These two tabs offer both a summary view and deeper insight into payment behavior, helping merchants identify issues and optimize their recovery strategy.

Note: Excel spreadsheets have a maximum row limit of approximately 1 million rows. For stores with a large volume of abandoned checkouts, export the data in batches. Batches are processed sequentially, which may increase export time.

Sending Recovery Emails for Abandoned Checkouts

SHOPLINE helps improve conversions by allowing you to send recovery emails with links to abandoned checkouts. These emails can be sent manually or automatically.

Note: For detailed information on abandoned checkout recovery emails, see Recovering Abandoned Checkouts.

Sending Recovery Emails Manually

To send recovery emails, you can use the Abandoned Checkouts list or the individual checkout details page.

In the Abandoned checkouts list: Click the Send email button in the Actions column to send an email to a specific checkout. You can also select multiple checkouts and click Batch send emails in the menu bar to send emails in bulk.
In the abandoned checkout details page: In the Send this URL to the customer so they can complete their order easily section, click Send a recovery email to send the email. The sent time is displayed once the email has been sent.

Notes:

Recovery emails can be sent only once every 24 hours for each abandoned checkout.
If a customer creates a new abandoned checkout within the set recovery time, the previous recovery attempt is canceled to avoid confusion.
If an abandoned checkout is successfully recovered via email, no additional emails can be sent.
SHOPLINE automatically removes unavailable products when sending abandoned checkout recovery emails. For example, a deleted product is removed from the email. If all products in an abandoned checkout are deleted, the email is not sent, and the abandoned checkout link becomes invalid.

Setting Up Automated Recovery Emails

The automatic email-sending feature for abandoned checkouts (old version) is no longer supported. As of July 1, 2023, this functionality has been moved to SmartPush. This powerful marketing app offers enhanced features and services. For more information, please refer to the SmartPush Abandoned Checkouts Recall Emails article.