Merchants are concerned about how Shopify’s new one-page checkout impacts email and phone number collection for abandoned cart recovery. In the previous three-page checkout, customer contact information was captured when they submitted the first page, enabling follow-up even if they abandoned later. With the one-page design, information may not be saved unless customers complete the entire checkout or developers implement JavaScript tracking.
Key Issues Reported:
One merchant reports a 64% revenue drop, attributing it to lost abandoned cart emails—critical for their customer base (parents with small babies who are frequently interrupted)
Contact information appears to be captured only for logged-in customers, not guest checkouts
No abandoned cart recovery emails are being sent when customers leave without completing purchase
Additional Concerns:
Customers missing shipping options in dropdown menus, selecting incorrect/cheapest options
Merchants forced to adopt one-page checkout without option to revert
Current Status:
Discussion remains unresolved with no official Shopify response in this thread. Users are being directed to a separate petition thread where a Shopify team member is reportedly engaged.
Summarized with AI on October 29.
AI used: claude-sonnet-4-5-20250929.
Excited to try out Shopify’s new native one page checkout. But I’m curious how it will affect collecting emails and phone numbers from customers that abandon checkout.
For example, in the old 3 page checkout, a customer would enter their email/phone on the first page and click Next to proceed to the next page. When that first page is submitted, that customer’s email/phone is collected, so even if they abandon checkout on page 2 or page 3, we could follow up with them and send a reminder, discount code, etc.
In the new one page checkout, it seems like if a customer abandons checkout, there’s no way for their email/phone to be saved since the page wasn’t submitted. Of course, the developers could use javascript to save their email/phone as soon as they type it, but I’m not sure if they’ve implemented that.
I think you misunderstand. Of course there’s a field for email/phone. But if the customer abandons checkout (closes the page), that information is never saved (unless the devs have implemented Javascript code to do so, which is what I’m asking).
Compare this to the old 3 page checkout. A customer inputs their email/phone on page 1. Once they submit page 1, their email/phone is saved to our database. So if they abandon checkout on page 2 or page 3 (close the page), we can still reach out to them.
From what I see, if the customer is registered and logged in, all marketing works the same as the 3 page. If the customer leaves checkout and does not have an account although fills out email address, address etc, you or the customer will not get any marketing contacts, notifications on abandoned check out, coupons etc. Nothing.
I would also like to know this. Shopify, please can you respond? All merchants are going to lose a lot of sales (and marketing opportunities) if the customer’s email or phone number are no longer captured when they abandon the checkout. How can this increase conversions? We will have no way of getting those customers back. Shopify are forcing all merchants to have the 1-page checkout whether they want it or not so it is vital we don’t suffer because of it.
It is BAD! Since changing to one page checkout I am down 64% in revenue compared to before. I have never EVER in my 3 years on Shopify seen anything like this.
My store relies heavily on abandoned cart emails, since my target market have small babies at home (so are interrupted often, and that one email is the difference between conversion or not)
Since one page checkout, the emails are not collected, recovery emails not sent, and the outcome is DRAMATIC.
From reading other threads many more stores are experiencing the same!
Seems like depending on the core customer demographic, the change could be positive, or absolute carnage
There is a Shopify team member called Don in the above thread, who seems to be on it. It could be helpful to have the conversation in one place. It needs to get sorted soon
This update is causing me no end of problems when the customer doesn’t see all the shipping options and selects tge cheapest one or abandons cart, they do not know to use the drop down to show the other shipping options. No end of trouble with following up orders to collect the shortfall in shipping costs. Customers are not happy. What’s the fix for this please ?
