At what stage does an order reach the status of abandoned cart?

Retail & Point of Sale
1

at what stage does an order reach the status of abandoned cart?

2

Hi @gsillc ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with abandoned checkouts, to ensure this gets resolved.

To provide some insight, a checkout is considered abandoned as soon as it has a customer associated with it. To be more specific, this means whenever a customer inputs an email and/or phone number during the checkout process, it will become an abandoned checkout.

Hopefully this provides some insight, but recommend checking out our Abandoned Checkouts Documentation for more information on this process.

Please let me know if you have any other questions or concerns.

3

Why is every single transaction that is completed at the POS listed as an abandoned cart? We have to slog through all the ‘real’ completed POS transactions to find the actual online abandoned carts. Is this on Shopify’s list to rectify? These are not abandoned carts - so your helpfile isn’t showing accurate reflection of what makes one, when it comes to the POS.

4

Is there a solution for this problem of POS sales showing as abandoned carts?
It is the biggest pain and is making our abandoned cart rate so high. It is supposed to be an automation to save time but it is a time consuming nightmare looking at every sale anyway.

Thanks

5

Hi @Justin_Cleghorn ,

Thank you for the prompt response. I’d be happy to provide some additional assistance with this. To confirm, are these completed orders that are appearing within the abandoned checkout?

Anytime a customer attempts to checkout on the Shopify POS, but then takes a step back in the checkout process (i.e heading from the information page in the checkout back to the cart page), a new checkout ID is created. This is due to the first checkout never being completed and will remain as an abandoned checkout.

While I can completely understand how this may not be ideal, I’m more than happy to make a note of this limitation with our developers. We are always looking for ways to improve the platform and appreciate the feedback.

Please let me know if you have any other concerns.

6

@Blair every single completed POS transaction shows up as an abandoned cart. It’s been this way since we started nearly two years ago. We’ve opened tickets on it in the past, with the same standard “we will let our merchant frustration team know” reply.

7

All our POS Sales show as abandoned carts, every single one.
PLEASE Escalate this issue, it looks like its not new.

Thanks