Checkout Recovery

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Overview

Checkout Recovery helps you recover lost sales by tracking customers who start but don’t complete their checkout. When a customer abandons their cart or payment, you can send them a personalized email with a direct link to resume exactly where they left off.

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Key Features

• Automatic Tracking: Every checkout attempt is tracked automatically across payment pages, shop checkout, and smart links
• Recovery Emails: Send personalized emails with a direct link to complete the order
• Recovery Analytics: Track recovered revenue and conversion rates
• Multiple Reminders: Send up to 3 reminder emails per abandoned checkout
• Source Tracking: See where customers abandoned (payment page, shop, or smart link)
• Conversion Attribution: Know whether customers converted organically or from a recovery email

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How It Works

1. Customer starts checkout - When a customer enters their email and begins the payment process, a checkout attempt is recorded
2. 30 minutes of inactivity - If no payment is completed within 30 minutes, the checkout is marked as abandoned
3. You send recovery email - From the Checkout Attempts page, send a recovery email with one click
4. Customer completes order - The email contains a direct link that resumes their checkout with all details pre-filled
5. Revenue recovered - The system tracks the conversion and attributes it to your recovery efforts

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Enabling Checkout Recovery

Navigate to Settings → scroll down to find the Checkout Recovery section.

1. Toggle Enable Checkout Recovery to on
2. Click Save Settings

Once enabled, the system will automatically start tracking checkout attempts across all your payment pages and shop.

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Understanding Checkout Statuses

Each checkout attempt has one of three statuses:

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Viewing Checkout Attempts

Navigate to Checkout Attempts from your dashboard sidebar to see all tracked checkouts.

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Stats Overview

At the top of the page, you’ll see key metrics for the current month:

• This Month: Total checkout attempts started
• Abandoned: Checkouts that weren’t completed
• Converted: Successfully completed payments
• In Progress: Active checkout sessions
• Recovered Revenue: Total revenue from recovered checkouts

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Filtering Options

Use the filters to find specific checkout attempts: Search: Find by customer email or name Status Filter:

• All Statuses
• In Progress
• Abandoned
• Converted

Source Filter:

• Payment Page
• Shop
• Smart Link

Date Filter:

• Today
• This Week
• This Month
• All Time

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Sending Recovery Emails

To send a recovery email for an abandoned checkout:

1. Go to Checkout Attempts
2. Filter by Abandoned status to see recoverable checkouts
3. Find the checkout you want to recover
4. Click the Send Recovery Email button (envelope icon)

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What Customers Receive

The recovery email includes:

• Personalized greeting with the customer’s name
• Order summary showing the product and amount
• Prominent “Complete Your Order” button linking directly to their checkout
• Urgency messaging that increases with each reminder

First reminder: Friendly notification that items are waiting Second reminder: Gentle follow-up with reminder of what they selected Third reminder: Final notice with urgency about session expiration

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Recovery Link

The email contains a secure recovery link that:

• Pre-fills the customer’s information
• Restores their cart contents
• Takes them directly to the payment step
• Expires after 24 hours for security

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Conversion Tracking

When a customer completes their checkout, the system tracks how they converted:

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Manual Conversion

Sometimes a customer may complete their purchase through a different channel (phone call, new checkout, bank transfer). You can manually mark a checkout as converted:

1. Find the abandoned checkout
2. Click the … menu
3. Select Mark as Converted

This helps keep your analytics accurate and prevents sending recovery emails for orders that were already completed.

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Best Practices

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Timing Your Recovery Emails

First email: Send within 1-2 hours of abandonment for best results Second email: Wait 24 hours before the second reminder Third email: Send 48-72 hours after the first, with urgency messaging

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Writing Effective Recovery Emails

The default recovery email is professionally designed, but here are tips for maximizing success:

• Act quickly: The sooner you send, the higher the conversion rate
• Be helpful, not pushy: Position it as a reminder, not a sales pitch
• Include the product: Remind them what they were about to purchase
• Make it easy: The one-click recovery link removes all friction

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When NOT to Send Recovery Emails

• If the customer contacted you about an issue
• If you know they completed the purchase another way
• If too much time has passed (more than a week)
• If you’ve already sent 3 reminders

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Analytics in Business Insights

Checkout recovery metrics also appear in your Business Insights dashboard:

• Abandoned Today: Number of checkouts abandoned in the last 24 hours
• Recovered This Week: Checkouts converted after abandonment
• Recovered Revenue: Total value of recovered sales
• Abandonment Rate: Percentage of checkouts that don’t complete

Use these metrics to:

• Identify patterns in abandonment timing
• Measure recovery email effectiveness
• Spot issues with your checkout flow
• Track improvement over time

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Source Types

Checkouts are tracked from three sources:

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Payment Page

Direct payment links where customers enter an amount or pay for a specific product.

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Shop Checkout

Your online shop’s checkout process when customers add items to cart and proceed to payment.

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Smart Link

Branded payment links you’ve created for campaigns, social media, or QR codes.

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Deleting Checkout Attempts

To remove a checkout attempt from your records:

1. Click the … menu on the checkout row
2. Select Delete
3. Confirm the deletion

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Troubleshooting

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Recovery emails not sending

Check:

1. Checkout Recovery is enabled in Settings
2. The checkout has a valid email address
3. You haven’t exceeded 3 reminders
4. Your email configuration is working (Settings → Email)

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Customer says they didn’t receive the email

Solutions:

1. Ask them to check spam/junk folder
2. Verify the email address is correct
3. Try sending another reminder (if under limit)
4. Contact them through another channel

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Checkout shows as “In Progress” indefinitely

Cause: The 30-minute timeout hasn’t elapsed yet, or the system check hasn’t run. Solution: Wait for the next system check (runs every few minutes) or check back later.

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Customer converted but still showing as abandoned

Cause: Payment may have been processed through a different checkout or the connection was lost. Solution: Use “Mark as Converted” to manually update the status.

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Frequently Asked Questions

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Need Help?