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Abandoned Orders

An abandoned order is a customer who started filling out the checkout form on your store — entered their name or phone number and picked a product — but left the page before confirming the order. The Abandoned Orders app lets your store automatically save these attempts as draft orders instead of losing them entirely, so you (or your call center team) can call the customer back and help them finish the purchase.

Turning on abandoned order tracking​

  1. From the dashboard, open Apps & Integrations.
  2. Click the Abandoned Orders card ("Recover lost sales with cart recovery").
  3. On the Abandoned Orders Settings page, turn on the Enable Abandoned Orders Tracking switch.
  4. Click Save Settings.

The feature is off by default on every new store — you need to turn it on manually from this page.

Available from the Starter plan and up. If your store is on the Free (pay-per-order) plan, the Abandoned Orders card in Apps & Integrations appears locked, and clicking it sends you straight to the upgrade page instead of the settings page.

How it works​

Once enabled, as soon as a customer types a valid phone number into a product's checkout form, the system automatically creates a draft order capturing the customer's name, phone number, and the product/quantity they selected. If the customer keeps editing the form (changing the province, address, quantity, etc.) before leaving, that same draft order is updated automatically with the latest details.

  • If the customer completes and confirms the order, the draft becomes a regular order — just like any other — and shows up under the normal status tabs.
  • If the customer leaves the page without confirming, the order stays recorded as draft/abandoned with whatever details they had entered up to that point.
  • No automatic notification or message is sent to the customer or the store when this happens — recovering the sale is a manual step you or a call center agent have to take.

Viewing and following up on abandoned orders​

In the Orders section, open the Abandoned tab. It lists every order captured this way that hasn't been completed yet. Open any order to see the customer's details (name, phone number, product) and call them to help finish the order.

Good to know​

  • Every paid plan (Starter and up) includes a monthly limit on how many abandoned orders can be captured automatically — the actual number is shown on your plan's card on the subscription page. Going over that limit draws from your account's credit balance instead of immediately blocking the capture — but if your credit balance runs out, the system stops capturing further abandoned orders until you top up.
  • Turning the feature on does not retroactively capture past abandoned attempts — only checkout attempts that start after you enable it are tracked.
  • Because a draft order is only created once the customer types a valid phone number, a visitor who leaves the page before entering one (e.g. just viewed it) does not create an abandoned order.