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How to Recover Abandoned Carts

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores on Launch, Grow, Scale and Premium Trial. Not available on Free Store owner, or a team member with Orders access About 10 minutes Beginner

Summary

Overview: The Abandoned Carts page lists registered customers who added items to their cart but didn't check out. You can email any of them a reminder, with or without a discount, right away or at a time you choose. You can also turn on automated reminders, which email idle carts every day at a set time.

Prerequisites:

  • A store on the Launch, Grow, Scale or Premium Trial plan.
  • Store owner access, or a team member with Orders access.
  • A sending email set up for your store under Settings → Messaging. No reminder can be sent without one. See How to Set Up Your Store Email.
  • Optional: a discount to offer. See How to Create a Discount.

Step-by-Step Instructions

Step 1: Open the Abandoned Carts list

  1. In the sidebar, click Marketing, then Abandoned Carts.
  2. Use the Days Idle filter to choose how long a cart must have gone untouched: All, 1 day, 3 days (the default), 7 days, 14 days or 30 days.

The table shows one row per customer: First Name, Last Name, Email, Items, Cart Value, Idle Days, Last Activity, Reminders Sent and Actions.

What counts as an abandoned cart: a registered customer still has items in their cart, and hasn't touched any of them for at least the number of days you chose. Idle Days counts from their most recent cart activity. Shoppers who checked out as guests aren't listed, because there's no email to send to. When a customer places an order, the items they bought leave their cart.

Step 2: Review a customer's cart

  1. On a row, click Review & Send. The customer's page opens.
  2. Under Abandoned Items, see what they left in the cart. Switch between list and gallery view with the icons. If the items are in more than one store location, each location has its own tab.
  3. Tick the products you want to include in the reminder.

Step 3: Add an offer (optional)

  1. Under Make an Offer, switch on Attach a Coupon.
  2. Under Which discount?, choose:
    • Use an existing discount: pick one in Discount Code. Discounts that can't be used for this customer or these items are hidden.
    • Create a new one: a code is filled in for you (click Regenerate for a different one). Choose the Discount Type (Flat Amount, Discount (%) or Free Shipping), the Discount Value, the Method (Discount code or Automatic) and the Usage Limits. Set End Date is ticked by default, with an End Time of 23:59. You can also allow the discount to combine with other discounts.

If the discount only covers some of the products you ticked, a note tells you how many items won't be discounted.

Step 4: Preview and edit the email (optional)

  1. Click Preview Email. The Email Preview shows who it goes to (To:) and the message.
  2. To change the wording, switch on Edit mode, then edit the Subject and Body. The item list, discount and Checkout button are added for you and always match the current cart.
  3. Click Save. You see Email saved for this customer. Your version is kept for this customer.
  4. To go back to the original email, click Reset to Default and confirm. You see Reverted to the generated email.

The store logo and header color come from your email template settings.

Step 5: Send or schedule the reminder

  1. Click Send Reminder.
  2. In the Send Reminder window, choose:
    • Send now, then click Send Now. You see Reminder sent.
    • Schedule for later: pick a Date and time (your local time, at least 5 minutes from now), then click Schedule. You see Successfully scheduled the cart reminder.
  3. If you already reminded this customer about the same products, a Send again? window lists how many times each was sent and when. Click Send Again to send anyway.

Step 6: Turn on automated reminders

  1. On the Abandoned Carts page, click the ... button at the top right, then Manage Reminders. The Automated Reminders panel opens.
  2. In Send a reminder when a cart has been idle for, choose 1 day, 3 days, 7 days, 14 days or 30 days.
  3. In Send reminders at, set the time of day. The default is 9:00 AM. Reminders run in Philippine time.
  4. To include a discount, switch on Attach a Voucher. Then choose Use an existing discount or Create a new one. For automated reminders, the discount must apply to all customers, all products and all store locations, and must not have expired.
  5. Click Save. Automated reminders are now on.

To pause them later, open Manage Reminders and switch off the toggle at the top of the panel. Your settings are kept.

How automated reminders work: once a day at your chosen time, every customer whose cart has been idle for at least the chosen period gets an email about everything still in their cart. They keep getting it each day until they place the order or change their cart. If a voucher is attached, customers who have used it stop getting reminders.

Step 7: Check scheduled and past reminders

From the ... button:

  • Scheduled: the One-off tab lists reminders you scheduled. Click Cancel to stop one. You see Successfully cancelled the cart reminder. The Automated tab shows your automated settings, the last run and the next run.
  • History: lists past reminders and how many emails each one sent. If a run sent nothing, it explains why (for example, customers with no email address, or customers who already used the voucher).

What your customer receives

  • Subject: You left something in your cart (or your own subject, if you edited it).
  • The items they left, with pictures, quantities and prices, and the line Your items are waiting for you!
  • If you attached a discount: the code and what it takes off, or a note that it applies automatically, plus how long it lasts.
  • A Checkout button that opens your online store. The customer logs in to their account to see their saved cart.

Verify It Worked

Success criteria:

  • You see Reminder sent. or Successfully scheduled the cart reminder.
  • The Reminders Sent count on the customer's row goes up.
  • Scheduled lists your one-off reminder, or the Automated tab shows Enabled and a next run time.
  • After an automated run, History shows how many reminders were sent.

Troubleshooting

Common errors

  • "No active sending email is set up for this store. Configure one under Settings > Messaging before sending reminders.": set up your store email first. See How to Set Up Your Store Email.
  • "This store has no remaining email usage for today. Try again tomorrow.": you've reached today's email limit. Send again tomorrow.
  • "Please select at least one product first.": tick at least one product under Abandoned Items.
  • "Please choose a discount to attach.": pick a discount, or switch off Attach a Coupon / Attach a Voucher.
  • "Please enter a valid discount value.": enter a value above 0, or choose Free Shipping.
  • "… is limited to specific customers, so it cannot be used for automatic reminders. Pick a voucher that applies to all customers." (or limited to specific products, categories or store locations): choose a discount that applies to everyone and everything, or create a new one in the panel.
  • "Pick a time at least 5 minutes from now.": choose a later time.
  • "Those products are no longer in this cart, so there is nothing to remind them about.": the customer bought or removed those items.
  • "You already have 50 scheduled reminders. Cancel one before creating another.": cancel some under Scheduled.
  • An alert icon next to the ... button / automated reminders stopped: the attached voucher expired, so automated reminders switched themselves off. Open Manage Reminders, attach a valid voucher or switch it off, then turn the toggle back on.
  • "No abandoned carts found": try a lower Days Idle setting, or check back later.

Limitations & considerations

  • Reminders go by email only. Customers who checked out as guests can't be reminded.
  • Automated reminders run once a day and send every day while a cart stays idle. If that's too often, use a longer idle period, attach a voucher, or send reminders one by one instead.
  • Automated reminders use Philippine time. One-off scheduled reminders use your computer's local time.
  • You also get a notice in your notifications each Monday morning when carts have been idle for 3 days or more.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/09/2026