Orders | Abandoned Checkouts

The Abandoned Checkouts section in Orbit shows you customers who added items to their cart but did not complete checkout. From here you can review what they were buying and send recovery emails to win the sale back.

From here you can see every abandoned cart, track its recovery status, open a checkout to view the cart items and customer, and send a recovery email — optionally with a discount code — to encourage the customer to return.

Accessing Abandoned Checkouts

To access Abandoned Checkouts:

• From the left-hand menu, go to Orders.

• Select Abandoned Checkouts.

The Abandoned Checkouts page will open, showing a list of all abandoned carts.

Abandoned Checkouts overview

Each abandoned checkout is shown as a row in the list. The list includes the following columns:

• Customer — the name and email address of the customer. Where a guest started the checkout without entering an email, this shows “No email”.

• Items — the number of items in the abandoned cart.

• Total — the value of the cart.

• Abandoned — the date and time the checkout was abandoned.

• Recovery — the recovery status of the checkout.

The recovery status tells you where each checkout sits in the recovery process:

• Not sent — no recovery email has been sent yet.

• Sent — a recovery email has been sent to the customer.

• Clicked — the customer has opened the recovery email and clicked through to their cart.

• Recovered — the customer returned and completed their order.

Filtering and searching

Use the filter tabs at the top of the list — All, Not sent, Sent, Clicked, and Recovered — to narrow the list to checkouts at a particular stage of recovery. This is useful when you want to focus on carts that have not yet been contacted.

Use the Search field to find a checkout by customer email or name. This is helpful when the list contains a large number of abandoned carts.

Opening an abandoned checkout

Select any row to open the abandoned checkout in full. The detail page shows the recovery status badge at the top, along with the date and time the checkout was abandoned.

The Cart Items panel lists each product the customer added, with its variant, quantity, price, and line total, followed by the Subtotal and Total for the cart. The Customer panel shows the customer’s name and email address, with a link to view their full customer profile where one exists.

Sending a recovery email

To send a recovery email:

1. Open the abandoned checkout you want to recover.

2. Click Send Recovery Email.

3. Check the email address, or enter one if the checkout does not already have it.

4. Click Send Email.

The customer receives an email reminding them about their cart, with a link to resume their checkout. You can include a discount code to give the customer an extra incentive to complete their purchase.

Recovery emails can only be sent to checkouts that have an email address, so the Send Recovery Email option is unavailable for guest carts with no email.

The recovery email timeline

Each recovery email you send is recorded in the Recovery Emails timeline on the detail page. Every entry shows the email address it was sent to, any discount code included, and timestamps for each stage it reaches:

• Sent — when the recovery email was sent.

• Clicked — when the customer clicked through from the email to their cart.

• Recovered — when the customer completed their order.

When a checkout is recovered, its status updates to Recovered, and the completed purchase appears as a normal order in your Orders list, so you can follow it through to fulfilment as usual.

Why Abandoned Checkouts is important

Not every customer finishes checkout the first time, and many simply need a reminder to return. The Abandoned Checkouts section helps you recover sales that would otherwise be lost.

By using the Abandoned Checkouts section, you can:

• See exactly which carts were abandoned and what they contained

• Track the recovery status of every checkout at a glance

• Send timely recovery emails, with an optional discount code

• Follow the recovery timeline from sent to clicked to recovered

• Turn abandoned carts back into completed orders

If you have any questions, please contact us at support@orbitcommerce.net