# Abandoned Checkouts The Abandoned Checkouts feature lets you convert abandoned checkouts into draft orders, giving you a second chance to close the sale with custom pricing or personal outreach. ### What are abandoned checkouts? An **abandoned checkout** occurs when a customer: 1. Adds items to cart 2. Starts checkout process 3. Enters information (email, address, etc.) 4. Leaves without completing payment Shopify tracks these as "abandoned checkouts" for up to 30 days. \[Screenshot: Shopify abandoned checkouts list] ### Why convert to draft orders? #### Recovery opportunities **Problem with abandoned checkouts:** * Can only send automated recovery emails * Can't adjust pricing * Can't add customization * Limited personalization **Benefits of draft orders:** * Set custom pricing to incentivize purchase * Add personalized touches * Include special offers * Apply one-time discounts * Add line item properties for details * Direct follow-up with context #### Use cases **Scenario 1: Price-sensitive customer** * Customer abandoned at $500 total * Convert to draft order * Reduce to $450 with custom pricing * Send personalized email with new price * Customer completes purchase **Scenario 2: Bulk order inquiry** * Customer added 100 units * Abandoned (too expensive at retail) * Convert to draft order * Apply wholesale pricing * Customer saves 30%, completes order **Scenario 3: Custom product request** * Customer found standard product * Wants customization * Abandoned to contact you * Convert to draft order * Add customization details as properties * Customer approves and pays ### How to convert abandoned checkouts #### Access abandoned checkouts 1. Open Draft Order Magic 2. Click **Abandoned Checkouts** in navigation 3. List of abandoned checkouts appears \[Screenshot: Abandoned checkouts page in Draft Order Magic] #### Convert to draft order 1. Find the abandoned checkout you want to recover 2. Click **Convert to draft order** or **Create draft order** 3. Draft Order Magic creates a draft order with: * All line items from abandoned checkout * Customer information (if provided) * Quantities and products 4. Draft order opens in editor 5. Customize as needed (pricing, properties, etc.) 6. Save 7. Send to customer \[Video: Converting abandoned checkout to draft order - 45 seconds] ### What's included in conversion When converting an abandoned checkout: **Transferred:** * ✅ All products and variants * ✅ Quantities * ✅ Customer email * ✅ Shipping address (if entered) * ✅ Billing address (if entered) **NOT transferred (you can add):** * ❌ Original prices (reset to catalog prices) * ❌ Discount codes applied * ❌ Checkout customizations * ❌ Gift messages After conversion, you can: * Set custom pricing * Add line item properties * Add order attributes * Adjust quantities * Add/remove items ### Abandoned checkouts list The list shows: **For each checkout:** * Customer email (if provided) * Checkout date/time * Number of items * Total value (at time of abandonment) * Time since abandonment * Status (Recoverable, Expired, Converted) **Filters:** * By date range * By value (high to low) * By time since abandonment * By status \[Screenshot: Abandoned checkouts list with filters] ### Tracking conversions Draft Order Magic tracks which draft orders came from abandoned checkouts: **Order attribute added:** ``` Source: Abandoned Checkout Original Checkout ID: 123456789 Abandoned Date: 2026-05-08 Converted Date: 2026-05-10 ``` This helps with: * Reporting on recovery success * Understanding conversion patterns * Calculating recovery ROI ### Best practices #### Act quickly {% hint style="success" %} **Convert within 24 hours** - The faster you respond, the higher the conversion rate. Customer intent is strongest immediately after abandonment. {% endhint %} **Timeline:** * Under 1 hour: 🔥 Hot lead, highest conversion * 1-24 hours: Warm, good conversion * 1-7 days: Cool, moderate conversion * 7+ days: Cold, low conversion #### Personalize Make the draft order special: * **Custom pricing** - Offer a discount to close the deal * **Personal note** - Add order attribute with personal message * **Value-add** - Include free shipping or gift * **Customization** - Add line item properties they mentioned #### Communication After creating draft order: 1. **Send personalized email** ``` Subject: We saved your cart! Plus a special offer Hi [Name], I noticed you were looking at [products]. I'd love to help you complete your order! I've created a custom quote with a 10% discount just for you: [Draft order invoice link] Questions? Reply to this email or call me at [phone]. Best, [Your Name] ``` 2. **Include draft order link** - Shopify invoice URL 3. **Add urgency** - "Quote valid for 48 hours" 4. **Offer help** - "Questions? Let me know!" #### Offer value Give a reason to complete: * Discount (5-15% often works) * Free shipping * Free gift with purchase * Priority shipping * Extended warranty * Bonus items #### Know when to let go Don't convert every abandoned checkout: * ❌ Very old (30+ days) * ❌ Single low-value item * ❌ Known problem customers * ❌ Obvious testing/bot traffic Focus on: * ✅ High-value carts * ✅ Recent (< 7 days) * ✅ Real customers * ✅ Repeat visitors * ✅ Multiple items (serious intent) ### Workflow example **Day 1, 2:00 PM:** Customer abandons $750 cart **Day 1, 3:00 PM:** You see it in abandoned checkouts 1. Convert to draft order 2. Review items - all in stock 3. Apply 10% discount ($75 off) 4. Add order attribute: "Recovery offer - 10% discount" 5. Save draft order **Day 1, 3:15 PM:** Send personal email * Introduce yourself * Mention specific products they looked at * Offer the 10% discount * Include draft order link * Provide your direct contact **Day 1, 6:00 PM:** Customer replies with questions **Day 1, 6:30 PM:** You answer questions * Address concerns * Confirm availability * Remind about discount **Day 2, 10:00 AM:** Customer pays draft order * ✅ **Recovered $675 (from $750 abandoned)** * Total effort: 30 minutes * ROI: Excellent ### Measuring success Track these metrics: **Conversion rate:** ``` Conversions / Abandoned checkouts = Conversion % Example: 15 converted / 100 abandoned = 15% ``` **Recovery revenue:** ``` Sum of converted draft order totals Example: 15 orders × $400 avg = $6,000 ``` **Average recovery discount:** ``` Total discounts given / Conversions Example: $900 discounts / 15 orders = $60 avg ``` **Time to conversion:** ``` Time from abandonment to draft order paid Example: Average 36 hours ``` ### What's next? Detailed conversion process and tips Set recovery pricing incentives Customize recovered drafts Track recovery campaigns ### Limitations {% hint style="info" %} * Shopify tracks abandoned checkouts for 30 days maximum * Checkouts without email addresses are harder to recover * Anonymous checkouts may have limited information * Already-recovered checkouts (via Shopify email) still appear {% endhint %} ### Troubleshooting #### Abandoned checkout won't convert **Check:** * Products are still in stock and not archived * Customer information is complete * Checkout isn't too old (corrupted data) * Try refreshing the page #### Missing customer information **If checkout has no email:** * Can't send invoice directly * Consider not converting (no way to contact) * Or create draft without customer for reference #### Conversion creates errors **Verify:** * All products still exist in catalog * Variants haven't been deleted * Products aren't restricted * Customer can be created/assigned [More troubleshooting →](https://github.com/horselditty/draft-order-docs/blob/main/support/troubleshooting/README.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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