Abandoned checkout recovery

Email customers who abandoned their carts. Our research shows that this doubles the chance that they will complete checkout.

Last updated January 17, 2025

With abandoned checkout recovery, you can automatically send reminders to customers who add products to their cart and leave without completing an order. The email is automatically sent 24 hours after a cart or checkout is abandoned so you can stay in touch while your store is still fresh in shoppers’ minds.

This guide explains how to customize your abandoned checkout email and how we identify checkouts as abandoned. After setting up the email, you can track abandonments and recovered revenue in analytics.

Accessing this feature

Abandoned checkout recovery is available in the Basic, Core, Plus, Advanced, and Commerce Advanced plans. To learn more, visit Choosing the right Squarespace plan.

How abandoned checkout recovery works in Squarespace

  • An email is automatically sent 24 hours after a cart or checkout is abandoned.
  • You can customize the email’s subject, message, header, and footer to match your brand.
  • You can customize your Reply-to and From email addresses, which apply to all of your site's customer email notifications.
  • The email includes a Complete Your Order button that links to a Review Cart page.
  • The email is disabled by default, so we’ll never send your customers unwanted emails without your permission. Customers can opt out from future abandoned checkout emails.

Customers logged into their customer account will receive an abandoned checkout email if they abandon a cart with at least one product in stock. Other customers will receive an abandoned checkout email if all of these are true:

  • They enter an email address in the first checkout field.
  • They close the checkout page without completing the purchase.
  • At least one product in the cart is in stock.

Note

  • If a customer closes the checkout page and then returns to complete their purchase in the same browser before the email is sent, we won’t send the email.
  • The abandoned checkout email isn't sent for subscription products.
  • The abandoned checkout email isn't sent for memberships.

Additional information

No other information (like name or credit card) is required or stored. If a customer returns to their abandoned shopping cart, they’ll re-enter this information.

Customize the email

To preview and customize the email:

  1. Open your automations dashboard.
  2. Click Recover abandoned carts.
  3. Click Action, then click Edit Email in the sidebar.
  4. Click existing content to customize it, or click + anywhere in the email to add new text, images, lines, or spacers.
  5. Click Email in the sidebar to customize the subject line and preview text that appears in inboxes.

To check how the abandoned checkout email appears in a real email inbox, send yourself a test email by clicking Send Test.

Activate the automation

When you're ready for the email to be sent to customers, you can activate the automation:

  1. Click Back in the email editor to return to the Recover abandoned carts automation.
  2. Click Activate.

Alternatively, you can activate it directly from the automations dashboard by clicking ... next to Recover abandoned carts, then clicking Activate.

Note

The abandoned checkout email won't send to visitors who abandoned their carts before you enabled the feature.

Track results with analytics

In abandoned cart analytics, you can track cart abandonment trends and measure the success of your abandoned checkout emails. This panel includes a funnel that shows the typical path customers take from abandonment to purchase.

How customers unsubscribe

Customers can opt out from abandoned checkout emails by clicking Unsubscribe at the bottom of the email. This link and text can’t be removed or customized.

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Disable the email

To stop sending abandoned checkout emails, you can disable them at any time in the automations dashboard:

  1. Open your automations dashboard.
  2. Click ... beside Recover abandoned carts.
  3. Click Pause.

Abandoned checkout emails also pause automatically when you edit the email. For more on why automations may not send, visit Sending automated campaigns.

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Abandoned checkout recovery