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Abandoned checkouts

In active development: this guide describes the hosted checkout recovery update.

When your store uses cartonium checkout, a shopper can leave after sharing their email but before completing a purchase. Customers → Abandoned checkouts shows those incomplete hosted checkouts so you can review them and send a manual invitation back to your storefront cart.

Which checkouts appear

The list uses the email saved during hosted checkout, including the email of a signed-in shopper. A valid email is saved while the shopper fills in Contact; they do not need to reach payment first.

Checkouts appear after at least one hour without activity, with a saved email and no completed purchase. The list covers one-time product checkouts from the last 90 days. Bookings, subscriptions, checkouts with unresolved payments, and anonymous storefront cart captures are excluded.

Search by email and review the customer's name, items, checkout total, last activity, and recovery email status. The total is the saved checkout snapshot; the price and availability of a later purchase may change.

Send a recovery email

Your store's marketing email delivery must be configured before a recovery email can send. A successful template test or working transactional emails does not establish that configuration.

  1. Open Customers → Abandoned checkouts.
  2. Find the shopper and check the email address and checkout details.
  3. Select Send recovery email on an eligible row.
  4. Use Refresh to see the latest request status.

Owners and Admins can send, as can Staff with the order management permission. Other team members can review the list. A disabled action includes the reason when the checkout is no longer eligible or a request already exists.

Queued means the request is waiting to be processed. Accepted for sending means the email provider accepted it; inbox delivery is not confirmed. Sending blocked or Sending needs attention means the request did not complete normally. The system rechecks the checkout, recipient opt-outs, and email configuration before sending. Repeating the same request does not create another email for an unchanged checkout.

The email returns the shopper to your storefront cart. It does not restore the exact cart on another browser or device, reopen an expired payment session, or guarantee the original prices or stock. The shopper reviews their current cart and starts checkout again.

No automatic recovery emails are enabled by this workflow. Recovery emails include an unsubscribe option, and existing recipient opt-outs are respected.

Edit the template

In Settings → Email → Templates, choose Abandoned checkout recovery. Authorized staff can edit its content, preview it, and send a separate test. Saving a template or sending a test does not send a recovery email to a shopper. Use Send recovery email on the checkout list for that action.

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