Abandoned carts
On this page
When a shopper adds items to their cart and leaves without ordering, Kartlo marks the cart as abandoned. If the shopper gave an email address, you can email them a link that restores their cart in one click. On the Pro plan, Kartlo sends these reminders for you.
You see every abandoned cart, the reminders sent and the value won back in Abandoned Carts on your desk.
When a cart counts as abandoned#
A cart is marked abandoned when it holds at least one item and has not been touched for an hour. Kartlo checks for idle carts once a day, so a cart can show as abandoned, and get its first reminder, up to a day after that hour has passed.
| Status | Meaning |
|---|---|
| Abandoned | The shopper left items in the cart and has not come back. |
| Active again | The shopper came back, for example through the reminder link, and is shopping. |
| Recovered | The shopper ordered after the cart had been abandoned. |
| Converted | The shopper ordered without the cart ever being abandoned. |
| Expired | The cart stayed abandoned for 30 days. |
The Abandoned Carts page#
Open Abandoned Carts from your desk. The top of the page shows:
| Figure | What it shows |
|---|---|
| Abandoned | Carts left behind in the period. |
| Value at risk | The value of carts still unclaimed. |
| Recovered | Carts whose shoppers came back and ordered. |
| Value recovered | The value won back. |
| Recovery rate | Recovered carts as a share of every cart abandoned. |
The list shows each cart's Shopper, Items, Value, when it was Abandoned, the Reminder history and its Status. Filter by status, and pick a period: Last 7 days, Last 30 days, Last 90 days or All time.
Carts from shoppers who never entered an email show No email captured. They stay in the list, but no reminder can be sent to them.
Open a cart#
Click a cart to open it. The sheet shows:
- The Shopper and their email.
- The Cart value.
- Reminders sent and whether the Link opened.
- Whether the shopper ordered, with the date it was Recovered.
- What they left behind: each item with its variant and SKU.
A customer's open and abandoned baskets also appear on their customer profile under Open and abandoned baskets.
Recovery emails#
On the Pro plan, Kartlo sends reminder emails on its own, following these rules:
- The first reminder goes no sooner than an hour after the cart was abandoned.
- Each cart gets at most two reminders, at least 24 hours apart.
- Reminders stop as soon as the shopper comes back or orders.
- Carts without an email address are skipped.
The email links to your store. When the shopper clicks it, their cart is restored and they land on the cart page, ready to check out. If they order, the cart becomes Recovered.
Send a reminder yourself#
- Open the cart from the Abandoned Carts list.
- Click Send reminder.
A reminder you send counts towards the two-reminder limit. If the cart cannot get another reminder, a message tells you why, for example This cart has no email address.
Turning reminders off#
On the Pro plan there is no setting to switch off the automatic reminders for your store yet, and the wording of the reminder email cannot be edited yet.
Privacy#
An abandoned cart can hold a shopper's email address for a purchase that never happened. Only your team can see abandoned carts, and only staff with access to orders. The recovery link never shows the shopper's email or cart contents to anyone else.