> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.easystore.co/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Recover abandoned checkouts

${youtube}[How to Recover Lost Sales With Abandoned Shopping Carts Recovery ?](Vj00B1WpShQ)

###### In this article:
1.  Introduction    
2.  Manual recover abandoned checkout    
3.  Enable auto-recovery ( available in Standard or Business plan only )   
4.  Order returns 
5.  Recover abandoned carts with "Engagement"
---
## 1. Introduction

\*\* *What is abandoned cart?* \*\*

It means that customers have added a product to the cart but somehow, they do not complete the purchase

Do you know that there are many reasons customers can abandon their carts?

[Read here.](https://www.easystore.co/en-my/features/recover-lost-sales)

Click on the **Read here** button above to learn what you can do in EasyStore to reduce your cart abandon rate from as high as 69%! In addition, you can also send follow-up emails to encourage customers to complete their orders. And this is what this article is going to show you.
---
## 2. Manual recover abandoned checkout

|| 📌 **Note :** The abandoned cart is limited to 90 days (3 months). You can access the abandoned cart within 3 months only.

**Step 1 :** Go to [EasyStore Admin](https://admin.easystore.co) > Orders > Abandoned checkouts. There you can see a list of checkouts abandoned by your customers before placing orders > click on the checkout number to enter.

![](https://storage.crisp.chat/users/helpdesk/website/4069092bd3fc2800/1bbb037a-773c-410f-ac77-244181_1crj5bx.png)

**Step 2 :** You have two methods to recover the abandoned checkout.

![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/t-89_18qjpm9.png)

This image below would be the **Recovery Email content** for the **2nd method:**

![](https://storage.crisp.chat/users/helpdesk/website/aa32a33dbb9ed000/2b82d56e-c415-48c9-acd5-5fcadb_rc36wl.png)

For your information:

*   the **[ Checkout now ]** button in the email below will bring customers back to their **cart page** to complete the checkout process = placing order
    
*   while **[ View our store ]** hyperlink will bring customers back to your store **home page** and they might wish to add more products into the cart
    

![](https://storage.crisp.chat/users/helpdesk/website/cf31a2d5e3bd0800/3fa7a1b0-ff4f-410c-950f-9033ae_8wffjq.png)
---
## 3. Enable auto-recovery

You may also enable **Automated cart recovery** to let the system auto send the recovery email to customers **24 hours after** they initiate the checkout process but did not complete it.  
  
Go to [EasyStore Admin](https://admin.easystore.co) > Settings > Checkout > scroll to the bottom below **Automated cart recovery** > select **Enabled** > Save.

![](https://storage.crisp.chat/users/helpdesk/website/82939fd2b762e000/186f9d7a-e75d-4e7e-a90c-5f95e9_l9kkyp.png)

| 💡 **Tips:** Include a discount voucher code in the email to encourage your customers to complete the order. Refer to [this link](/en/article/generate-voucher-code-for-your-promotion-1d73tya/) to create a voucher code.
---
## 4. Order Returns

### Under what kind of situation that you would need to return orders?

*   When the seller shipped the wrong product (e.g. wrong size, wrong colour, a different set of products)
    
*   If the products delivered were damaged, defective or broken.
    

With the *Order Returns* feature, you are able to create and manage your returns. However, it is depending on your own return policy.

\*\* *Where to see the Returned orders?* \*\*

You can click on Orders > Orders Returns

![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/t-90_1vfl3sn.png)

\*\* *How to return the orders?* \*\*

**Step 1 :** Click on the order number that you wish to return. Only payment status (**Paid & Fulfilled**) can be returned.

![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/t-91_1v6vkyl.png)

**Step 2 :** After you have clicked on the **Return order** button, you will be directed to the page below where you need to:

*   Fill in the product quantity for return
    
*   Select return reason
    
*   Choose return method (Pick up from customer address or [delivery to your outlets' location](https://admin.easystore.co/settings/location))
    
*   Send notify email to customers
    

![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/t-92_1a3vsfb.png)

**Step 3 :** Click on **Create Return** and status would be Pending as we have added an approval stage for order return flow **[ 💡 New Enhancement ]**

![](https://storage.crisp.chat/users/helpdesk/website/622f5dca300ae400/65a8395a-c73f-4f93-8ac2-867878_14ioo2d.png)

**Step 4 :** Once you click the Accept Return button, it would be **Return In Progress**.

![](https://storage.crisp.chat/users/helpdesk/website/e4f54cfb00f58800/7e213e84-e61a-4a44-a37e-091d7b_1ousse1.gif)

**Step 5 :** If the return has been completed, you can click on the **Complete Return** button > **Mark as completed** and the return is completed.

![](https://storage.crisp.chat/users/helpdesk/website/ed913b966a50e000/12a7bf41-31dc-40d2-8795-d4b486_ldl4mz.gif)
---

## 5. Recover abandoned carts with "Engagement"

With the Recover Abandoned Carts in Engagement, you can automatically send follow-up reminders to customers who leave items in their cart.

**Step 1 -** To set it, go to customers > select "Engagement" > Scroll and enable "Recover Abandoned Cart" 

**Step 2 -** After enabling it, you have the options to choose when the reminder should be sent:
* 1 hour after the cart is abandoned
* 3 hours after
* 6 hours after
* 24 hours after

![](https://storage.crisp.chat/users/helpdesk/website/-/b/3/4/7/b34797d9594d3000/screenshot-2026-08-11-at-11052_cv3yix.png =1009xauto)

**Step 3** **-** After selecting when the reminder should be send, you will see a preset message template below it. You can also change the message to fit your brand voice. 

![](https://storage.crisp.chat/users/helpdesk/website/-/b/3/4/7/b34797d9594d3000/screenshot-2026-08-11-at-11072_v5d9xs.png =1011xauto)

**Step 4 -** You can also make your reminder more effective by offering customers an incentive together with the email/ message sent to customers, such as:
*  A voucher
*  Reward points

![](https://storage.crisp.chat/users/helpdesk/website/-/b/3/4/7/b34797d9594d3000/untitled-1400-x-659-px-2_qzvdtx.gif =1065xauto)

These incentives can encourage customers to return to your store and complete their purchase.

**Step 5 -** Once the following has been edited based on your business needs, don'y forget to save it.