Abandoned baskets

For each incomplete order shown as an incomplete order on the Orders page, ShopWired indicates whether or not the order is eligible to be considered an abandoned basket and receive an abandoned basket email.

Incomplete orders are ineligible and not defined as an abandoned basket if:

• The visitor has subsequently created a successful order.
• The visitor has subsequently created another abandoned basket.
• The product(s) associated with the order are no longer available (e.g., out of stock).
• The basket had a reward points discount applied before it was abandoned

To obtain the abandoned basket URL for an incomplete order, select the link icon for the order. This will open a new window displaying the URL, which you can copy to your computer's clipboard and send to your customer.

The abandoned basket app can send up to 2 emails to visitors who abandon their baskets:

• An initial email which can be sent 1, 2, or 3 hours after the basket was abandoned.
• A follow-up email which can be sent 6, 24, or 48 hours after the basket was abandoned.

Abandoned basket emails are sent to the billing email address entered by the visitor.

The timing of your ShopWired account's abandoned basket emails can be set by navigating to Orders > Settings and locating the Abandoned basket section.

Use the settings for The initial email and The follow-up email to determine the timing of each abandoned basket email.

The setting Send the abandoned basket email to visitors that have not granted marketing consent determines whether or not the abandoned basket email will be sent to visitors who have opted out of receiving marketing emails from your website. Read here for additional guidance on whether to activate this setting, which depends on your interpretation of GDPR legislation.

You can configure the contents of the abandoned basket emails (both the initial and follow-up emails) from the Email settings page.

Read here for additional guidance on configuring these emails.

When a visitor applies a voucher code (or has a voucher code automatically applied) to their basket and then abandons it, the prices in the abandoned basket email might differ from the prices on your website. This is because the discount applied by the voucher code is already reflected in the basket at the time of abandonment, so the email shows the discounted prices.

Typically, since a voucher code has already been applied to the basket, visitors will not be able to apply another one when they return to complete their purchase. The exception to this is when the voucher code is for a shipping discount. If the voucher code is set up as a shipping discount, the visitor can re-enter that voucher code when recovering their basket, and it will be applied to the shipping costs.

Voucher codes configured as automatic discounts cannot be reapplied to a recovered abandoned basket. This applies to all types of voucher code discounts, including shipping discounts.