Use Abandoned Carts to review captured carts that have not completed checkout after the selected time.

Step 1: Find a cart

  1. Open Abandoned Carts under Orders.
  2. Set Abandoned After. Example: 30 minutes.
  3. Filter by recovery Status, Source or WhatsApp Status.
  4. Search by name, phone or visitor details.
  5. Check the items and cart value.

Understand the checkout stage

  • Address pending: address details need attention.
  • Shipping pending: the shipping step is incomplete.
  • Payment pending: the payment step is incomplete.
  • Ask about the actual issue before offering a discount.

Step 2: Follow up if appropriate

  • Use the cart’s WhatsApp recovery action when a valid phone number exists.
  • Check the customer context and permission to contact them.
  • Opening the action marks the cart Contacted and opens WhatsApp.
  • It does not prove a message was sent.
  • Review the message before sending and respect opt-outs.

Step 3: Record the result

  • Use New, Contacted or Recovered to reflect what happened.
  • Check Orders to confirm a completed sale.
  • Cart value is a possible sale, not money collected.
  • Do not assume an automatic reminder was sent.

If a cart is missing

  • Clear filters and check Abandoned After.
  • Some sessions have no captured phone or name.
  • A recovery action cannot contact a number that was never provided.