Help CenterHelp Center / Discounts and marketing · Reference
Read what happened to one abandoned checkout, which reminders went out, and why one did not.
Select a date in the Started column of Latest checkouts to open that cart. The page is titled Abandoned carts / "Checkout" and the cart's number. It is read-only.
| Line | What it shows |
|---|---|
| Status | The same status as in the list. See Abandoned carts |
| Customer | Phone number and e-mail address, partly hidden. Removed after 7 days once the contact has been wiped |
| Items, Total | What was in the cart and the total the customer saw |
| Language | The checkout's language code. E-mail and SMS reminders are in Arabic for an Arabic checkout, otherwise English |
| Next reminder | Shown only while a reminder is scheduled |
Under Timeline, times are in your shop's time zone.
| Row | Meaning |
|---|---|
| Checkout started | When the customer began |
| Last visit to the checkout | Reminders are timed from here |
| "Reminder 1: sent by WhatsApp" | It went out on that channel. A WhatsApp reminder also shows the message's status, and the error if WhatsApp rejected it. A coupon shows as "coupon" and the code |
| "Reminder 1: not sent" | The reminder was skipped |
| "Reminder 1: could not be sent" | Every channel that was tried failed |
| "Reminder 1: sending" | It is going out now |
| Order placed | The customer ordered. The shop owner gets a link to the order. "attributed to" names the reminder's channel |
| Reminders stopped | Reminders ended for good, with the reason |
| Not scheduled | Nothing is planned for now, with the reason. A later checkout visit can schedule one again |
Under a reminder, a grey line gives what each channel answered, for example "WhatsApp: No marketing consent · Email: Shop e-mails are off".
| Reason | What it means |
|---|---|
| Order placed / Customer ordered | The customer ordered this cart, or placed another order at your shop since |
| No marketing consent | The customer did not tick the "send me offers" box for a channel you use, or unsubscribed |
| No channel can reach the customer | None of your channels is set up and has a contact for this customer |
| Below the minimum cart value | The total is under your Minimum cart value |
| Products no longer available | Nothing in the cart can be bought any more |
| Reminded about another cart | The same phone or e-mail was just reminded about another cart |
| Recovery was off / Before recovery was switched on | Reminders were off, or the customer left before you switched them on |
| No live storefront link | No link back to the checkout could be made |
| Skipped: too late | The reminder was more than 24 hours overdue, so it was dropped |
| Coupon no longer valid, sent without it | The coupon had expired, been used up or been switched off |
| Frequency limit | The customer had a marketing message on that channel too recently |
| Shop e-mails are off | Your shop's e-mail sending is off or not set up. Ask support |
| Not connected / Template not set | WhatsApp is not connected, or the reminder template is not ready |
| Not in your plan (WhatsApp add-on) | Your plan has no WhatsApp add-on |
| Template needs a coupon code | The second-reminder template has a coupon placeholder and there was no valid coupon |
| No contact for this channel | No phone number, or no e-mail address |
| SMS gateway not suitable for marketing | Your SMS gateway cannot carry marketing texts |
| SMS sender not registered for promotional messages | The SMS sender box is not ticked in the reminder settings |
| Interrupted while sending, not retried | Sending was cut short. A reminder is never sent twice |