Abandoned cart recovery emails

When a customer adds a product to the cart, enters their email but doesn’t complete the checkout, an abandoned cart is saved in your store. You can track and recover abandoned carts by sending your customers abandoned cart recovery emails. Each email contains a list of products the customer left in the cart and a button to complete an order. You can send recovery emails either automatically or manually. You can also place the order from the abandoned cart yourself.

After an abandoned cart reminder is sent, the order will be considered recovered only if the customer clicks the recovery link and completes the checkout. If a customer completes an order by returning to the website without using the checkout recovery link, the abandoned cart won't be marked as recovered.

Plan availability: Business, Unlimited.

Where to find abandoned carts

Abandoned carts are automatically tracked by Ecwid and listed in your Ecwid admin, My Sales → Abandoned Carts:


Each incomplete order contains the customer’s contact details provided on checkout and shows which shipping and payment options were chosen as well as what items were added to the cart.

Sending cart recovery emails

You can choose the way to send reminders of abandoned carts to your customers. If you have high customer traffic, consider setting up automatic cart reminders. If you are just starting, you can send out reminders manually for a more personal approach.

According to our statistics, Ecwid merchants who send automatic abandoned cart recovery emails return over 20% of customers who left the store without placing an order.

Sending recovery emails automatically

Automated recovery emails are a simple yet powerful tactic to skyrocket your sales. Once you turn them on, they'll remind people that there are products they are interested in and more likely finish their purchases.

To enable automatic recovery emails:

  1. In your Ecwid admin, go to Settings → Notifications.
  2. Scroll down and turn on the Abandoned Cart Recovery toggle.
After the automatic recovery emails are enabled for the first time, Ecwid will send a reminder email to all potential customers who abandoned their carts during the last 2 weeks.

From now on, Ecwid will dispatch the recovery email for each abandoned cart 2 hours after it is listed in the Ecwid admin. When the email has been sent, you will see a notice about it in the abandoned cart details.

To increase chances for shoppers to complete the checkout, you can include a discount coupon to the automated marketing email templates. You can add an active coupon or create a new one. A customer will see an offer, say, 20% off. After they click Complete Order, they will be redirected to the checkout where they can enter the code.

Once a customer clicks on the link in the email to complete the order and makes the purchase, the order will automatically receive the Recovered status in the Abandoned Carts:


The recovered sale will also be displayed in the orders list in My Sales → Orders.

Sending recovery emails manually

You can encourage a customer to complete their order by sending an email with a link to the abandoned cart. Sending a recovery email manually helps you build more personalized communication with a customer. For instance, you can address a person by name or offer them a discount coupon for completing a purchase.

From your Ecwid admin, go to My Sales → Abandoned Carts, find the order that you want to recover, and click Send Email. You can edit the subject and the message exactly the way you want:


In case you want to revamp the email template completely, click the blue here link in the top of the popup window or open the Abandoned Cart Recovery template at the Settings → Notifications page.

To learn how to change company info, add your logo to emails, translate notifications to another language, read the How to edit mail notifications article.

To encourage customers to complete the order, you can add a discount coupon to the emails. A customer will have to copy the coupon code from the email and paste it to the copon field. To access the coupon field, your customers should click the Redeem your coupon link at checkout:


Once a customer completes the purchase, the order will automatically receive the Recovered status in the Abandoned Carts:


The order will also be displayed in My Sales → Orders.

Placing the order manually

You can manually place the order from every abandoned cart. That way, the order will be moved to the regular order list in My Sales → Orders, but the customer won’t be charged. You will have to contact the customer via email or phone they provided for settlement.

To place the order from an abandoned cart:

  1. From your Ecwid admin, go to My Sales → Abandoned Carts.
  2. Select the order you would like to place and click Update → Place Order.
  3. In the popup window, you can choose the payment status and payment method from the dropdown. You can also choose whether to send or not to send the order confirmation email to a customer:


  4. You will also see how the stock quantity will change if you place the order. In case it’s the last item in stock, you will see the Out of stock notice. In case the number of items in order is more than the actual number of items in stock, you will see the Oversale notice:


Once you place the order, it will be marked as Recovered on the Abandoned Carts page and will also appear in your Orders list.

If you choose to send an email during placing the order, the customer will receive an email with order confirmation.

Receiving abandoned cart reminders

Ecwid sends interactive reminders about abandoned carts to Gmail users that intended to make a purchase in your store. Ecwid uses AMP technology to dynamically show the detailed information about the products and to allow your prospects to zoom in product images right in the mailbox:


In other mail clients the regular static version of the abandoned cart notification is shown. It includes the main product image, product name, its price and information about stock:


From abandoned cart reminders, your potential customers can click Complete Order to complete the purchase on your website. If they complete the checkout, a new order will appear in My Sales → Orders.

Customers can also click View in store to be redirected to the product’s page in your store, or Expand description to read the full description of the item.

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