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What feedback do you want?
Suggestion
: Add the ability to copy abandoned carts
and edit them before sending them back to customers.
Current issue
: When a customer abandons checkout, it can be difficult to assist them if the cart needs changes, such as updating quantities, swapping items, removing unavailable products, or correcting details.
Impact
: This slows down recovery and can cause lost sales because the customer may not be able to easily resume checkout with the corrected cart.
Requested improvement
: Let merchants create a duplicate of an abandoned cart, make adjustments, and generate an updated recovery link that can be shared with the customer.
Ideal outcome
While these features are not available by default, there are some solutions that can help.
Modern persistent shopping cart apps allow customers to save their carts and sync them across multiple devices and browsers. Customers can later update the quantity if needed or change items themselves.
Regarding customer assistance, there are login as a customer solutions that let merchants access customers’ storefronts and assist them with placing orders, preparing the shopping cart on the customer’s behalf or guide through checkout.
This would be a really useful feature. Being able to duplicate and edit an abandoned cart before sending an updated recovery link would make it much easier to help customers when changes are needed. I can definitely see this improving cart recovery and the overall customer experience.
Since Shopify does not natively support changing abandoned carts, using Shopify Draft Orders is the best course of action in this situation. Draft Orders allow us to create a new checkout link to send back to the consumer, mirror the cart, and make any necessary edits.
I think some things in your request are completely doable from the merchant’s end. Allowing the customer to update quantities and swap items can be available as normal cart features. Item availability is updated by Shopify in real time so that’s not really an issue, and removing obsolete products should be a normal part of the merchant’s routine.
Beyond that, as a customer, I really don’t think you should mess with my abandoned cart. If I click on it thinking I’m ready to purchase and you change things around without my consent or knowledge, I’d be pretty pissed if I ordered crap I didn’t want. Then there’s the issue of me saying I didn’t order this, you saying yes you did, and you lose me as a customer.
Love the enthusiasm for trying to help out, but I think if you have things that need to be changed, that should be taken care of before, not after. And if the customer needs to make adjustments like quantities, removing items, or swapping items, I think the merchant should configure the store’s cart to accommodate such changes.