Just an FYI, abandoned carts recovery is only available on the unlimited and the professional accounts, so if you'd like access to that feature, make sure you subscribe to one of those! If you're on the basic plan, you can visit the Shopify App store too.
If a potential customer added their contact info, but didn't make it through the checkout, then you'll be able to contact them. Try checking out this page for a step-by-step on how to contact a customer that abandoned their cart.
Hope this helps!
Zack here, one of the Support Gurus here at Shopify :)
The template you're looking for is actually called "Contact Buyer", found at the very top of the Notification Settings list. Modify that template and you'll modify the email template of what is sent back to customers when you open up an email through the Abandoned Checkouts.
Give us a call at 0800-808-5233 if you still need a hand getting that set up!
All the best,
As an alternative, you could also try our app called TargetGenius. It allows for you to send browser push notifications to users 24 hours after they've abandoned their checkout. No work on your end! Find us in the Shopify app store here: https://apps.shopify.com/targetgenius. Let's wrangle those abandoned carts together!