Articles on: Order and Reporting

Recover abandoned checkouts

In this article:

Manual recover abandoned checkout
Enable auto-recovery ( available in Standard or Business plan only )
Order Returns [ New Enhancement ]

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.

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 > 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.

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

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

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

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 > Settings > Checkout > scroll to the bottom below Automated cart recovery > select Enabled > Save.

💡 Tips: Include a discount voucher code in the email to encourage your customers to complete the order. Refer to this link 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

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.

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)

Send notify email to customers

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

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

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

Updated on: 01/10/2023

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