Abandoned carts

An abandoned cart is an order where the customer started the purchase process — by entering their details on the checkout page — but did not complete the payment. The order is created in your system with the "Pending" status.

This is a common occurrence in e-commerce. The customer may have been interrupted, was hesitating, or encountered a technical issue. The good news: these orders are recoverable.

To find your abandoned carts:

1. Go to Orders from the main menu
2. Use the status filter and select "Pending"
3. The list shows all unfinished orders, with the customer name, product, and creation date

The "Pending" indicator at the top of the Orders page also gives you a quick overview of how many orders are in this state.

For each pending order, you can resend the payment link to the customer:

1. Open the pending order
2. Click Actions → Resend payment link
3. The customer receives an email with a direct link to the checkout page pre-filled with their order

The customer simply clicks the link and completes their payment. All order information (product, options, amount) is already in place.

Tips to maximize your abandoned cart recovery:

• Act quickly — a customer contacted within 24 hours is much more likely to complete their order
• Simplify your checkout — fewer steps and fields means a higher conversion rate. Avoid asking for too much information
• Check your gateways — make sure Stripe or GoCardless are properly connected and payment methods are working
• Automate follow-ups — use PayFacile workflows to automatically send a reminder email when an order stays pending beyond a set delay

Also review your pending orders regularly to spot any recurring issues (payment errors, slow pages).