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Abandoned Cart Recovery

Recover lost sales by automatically sending recovery emails to customers who left items in their cart without completing checkout.

Overview​

The Abandoned Cart Recovery system tracks carts that were abandoned by logged-in customers and enables automated email reminders to bring them back. Navigate to Abandoned Carts from the dashboard sidebar.

How It Works​

  1. When a logged-in customer adds items to their cart but doesn't complete checkout, the system creates an abandoned cart record
  2. Each abandoned cart is deduplicated per buyer per shop — if the same customer abandons again, the existing record is updated
  3. Recovery emails are sent automatically via a background Lambda processor, or manually from the dashboard
  4. When the customer completes checkout, the abandoned cart is automatically marked as recovered
  5. Abandoned cart records expire after 7 days and are automatically cleaned up

Abandoned Cart Settings​

Configure the recovery system from the Settings tab on the Abandoned Carts page.

General Settings​

  • Enable/Disable — Toggle the entire abandoned cart recovery system on or off
  • Timezone — Set your store's timezone for email scheduling (default: UTC)
  • Send Window — Define the hours during which recovery emails can be sent (e.g., 9 AM to 9 PM) to avoid sending emails at inconvenient times

Email Delays​

Configure when each recovery email is sent after cart abandonment:

EmailDefault DelayPurpose
Reminder 11 hourQuick nudge while the cart is still fresh
Reminder 224 hoursFollow-up reminder the next day
Final Offer72 hoursLast chance email, optionally with a discount

Discount Settings​

  • Include Discount in Final Email — Toggle whether to include a discount code in the final reminder
  • Discount Code — The code to include (e.g., COMEBACK10)
  • Discount Percent — The discount percentage (e.g., 10%)

Cart List​

The main Abandoned Carts page displays all abandoned carts with filtering options.

Filters​

  • All — View all abandoned carts
  • Active — Carts that haven't been recovered and haven't expired yet
  • Recovered — Carts where the customer completed checkout
  • Expired — Carts that passed the 7-day expiration window

Cart Details​

Each abandoned cart record shows:

  • Customer Email — The customer who abandoned the cart
  • Customer Name — If available
  • Cart Items — Products left in the cart with quantities
  • Cart Total — The total value of abandoned items
  • Currency — The shop's currency
  • Abandoned At — When the cart was abandoned
  • Recovery Emails Sent — Number of emails already sent
  • Recovery Status — Whether the cart has been recovered

Actions​

  • Send Recovery Email — Manually trigger a recovery email for a specific cart (choose between reminder_1, reminder_2, or final_offer email types)
  • Delete — Remove an abandoned cart record

Statistics​

The Stats tab provides an overview of your abandoned cart recovery performance:

  • Total Abandoned Carts — Number of carts abandoned in the selected period
  • Recovery Rate — Percentage of abandoned carts that were recovered
  • Revenue Recovered — Total value of recovered carts
  • Emails Sent — Number of recovery emails sent

Automated Email Processing​

Behind the scenes, the abandoned cart recovery system uses an AWS Lambda function (ecomplify_abandoned_cart_processor) that:

  1. Processes abandoned cart records from an SQS queue
  2. Generates branded recovery email templates with the cart contents
  3. Sends emails using your configured email provider (AWS SES, SMTP, SendGrid, and more)
  4. Logs all sent emails in DynamoDB for tracking
  5. Automatically deletes expired abandoned cart records

Supported Email Providers​

Recovery emails can be sent through any of the email providers configured in your shop's SMTP settings:

  • AWS SES — Amazon Simple Email Service
  • SMTP — Any custom SMTP server
  • SendGrid — SendGrid email API
  • And other providers configured in your shop settings

Best Practices​

  • Enable the send window to avoid sending emails at inconvenient hours in your customers' timezone
  • Start with gentle reminders — the first email should be a simple nudge, not aggressive
  • Save the discount for the final email — only offer a discount as a last resort to maximize margins
  • Monitor your recovery rate — if it's low, consider adjusting email timing or content
  • Review expired carts — they can reveal patterns about why customers abandon their carts