Review how often customers add products to their cart and leave without completing a purchase.

Use the Abandoned cart panel to understand why customers don't make a purchase, or analyze how much revenue you recovered by sending abandoned cart emails.

The Abandoned cart analytics panel is available in the following website plans:

• Current plans - Basic, Core, Plus, Advanced
• Legacy plans - Business, Commerce Basic, and Commerce Advanced

What data appears in my Abandoned cart analytics panel?

Review which data points you have access to in your Abandoned cart analytics panel based on your website plan.

Learn more about the different website billing plans and how to upgrade your plan.

Review the Abandoned cart panel

To analyze your abandoned cart data:

1. Open the Analytics panel.
2. Click Sales.
3. Click Abandoned cart.
4. Click the date range dropdown menu at the top of the panel to filter results by time frame. Data is available starting from January 2014.

Analyze the data in the abandoned cart panel

Review the funnel to track the typical path customers take from abandonment to purchase. There are five steps in the funnel, represented by a column in the chart:

1. Carts
2. Abandoned
3. Recoverable
4. Emailed
5. Recovered

Carts

The Carts column tracks the total number of visits where a customer added at least one item to their cart.

• Each customer’s cart counts once, no matter how many items they added or if they completed their order.
• If a customer removes all products from their cart, their cart still counts.
• If a visitor completes their order and starts a new cart, that new cart is counted separately.
• When comparing data in the same date range, the Carts number should be the same as Added to cart in Purchase funnel, with a few exceptions.

Abandoned

The Abandoned column tracks the number of customers who added at least one product to a cart, but didn’t complete their order in 24 hours. If this number seems high, visit Reduce cart abandonment in your store.

• We only mark carts as abandoned after 24 hours.
• If you select Today from the date range dropdown menu, abandoned data won’t appear because it hasn’t been 24 hours yet.

Recoverable

Recoverable data is available starting from September 15, 2016.

The Recoverable column tracks customers who’ve:

• Added a product to their cart
• Logged into their customer account or entered an email address at checkout
• Didn’t complete their purchase within 24 hours

These customers are eligible to receive an abandoned cart email.

Emailed

The Emailed column tracks customers who:

• Meet all recoverable criteria
• Received an abandoned cart email

This number should always be ≤ (equal to or less than) Recoverable. We don’t track if customers opened the email. The Emailed number might be less than the Recoverable number if:

• A customer unsubscribed from your emails.
• Items in the cart are out of stock.

Recovered

The Recovered column represents the abandoned carts that resulted in a completed purchase, and the associated revenue. It tracks customers who:

• Meet all recoverable criteria
• Typically received an abandoned cart email
• Completed their purchase

Note: Visitors who abandoned and then completed their purchase without receiving or clicking on the abandoned cart email count toward this number.

Track the rate between funnel steps

The percentages between columns are the rates of customers who moved to the next step.

For example, in the following screenshot, of the 4,674 carts, 79% were abandoned.

Monitor changes to abandoned carts and recovery

On the bottom half of the panel, there’s a line graph that tracks changes to abandoned carts and recovery over time. When you hover anywhere over the chart, data for a specific time appears. Click the Daily dropdown menu to change the time scale. Time scale options depend on the number of available data points.

Note: The line graph feature isn't available in the Squarespace app.

This graph can help you:

• Identify if store changes affect abandonment or recovery rates, like if you change the subject line of your abandoned cart recovery email. Keep track of when you make major content changes to analyze how your data responds.
• Track how many abandoned cart emails were sent per day.

What’s not included on the abandoned cart panel

The abandoned cart panel doesn't include test orders, subscription products, or memberships to member sites.

Why your Purchase funnel and Abandoned cart data may differ

If you don't enable express checkout, Added to cart in Purchase funnel analytics and Carts in Abandoned cart analytics should be identical when you’re using the same date range. They both represent customers who added at least one product to their carts.

However, depending on the date range you’re viewing, the customer’s cart could count in one panel and not the other. For example, a visitor lands on your site at 11:50 PM on December 31, but they don't add an item to their cart until 12:05 AM on January 1. The Purchase Funnel records this in December, when the visit began. Abandoned Cart records this in January, when the product was added.

• In Purchase funnel, Added to cart is based on the start of a visit where a customer added a product to a cart.
• In Abandoned cart, Carts is based on the time when a customer added a product to their cart, regardless of when the visit started.

Does express checkout affect Abandoned cart analytics?

If you have express checkout enabled on your site, customers go straight to a checkout page after clicking on a product instead of adding it to a cart first. Although your site doesn't have a cart, we still track these customers:

• Carts represents the total number of visits where a customer initiated checkout with a product.
• Abandoned represents the number of customers who started checkout but didn’t complete their order within 24 hours.

Is some data unavailable? 

Can I review open rates for the email?

No. It isn’t currently possible to review open rates for the abandoned cart email.

Can I access a list of abandoned customers’ email addresses?

No, not at this time.

Why are Recoverable, Emailed, and Recovered at zero?

If the number in the Abandoned column is greater than zero and the other stages in the funnel are zero, your billing plan doesn't include access to this data. To start recovering revenue and get more information in this panel, upgrade to the Core, Plus, or Advanced plans.