Abandoned carts

An abandoned cart is a purchase that started and did not finish: someone in the community opened the checkout of a paid product and did not pay. The Abandoned view, next to the sales, shows who it was, what they were buying and for how much, so the team can bring them back. If you want, Memberfy sends a recovery e-mail on its own.

#What it is for

• See who gave up halfway through a purchase, and on what.
• Reach out to whoever abandoned an expensive plan (the contact is in the list).
• Know how much came back: whoever abandoned and paid later shows as Recovered, with the amount.
• Turn on the recovery e-mail and let Memberfy remind the person once.

#Where it is

Administration › Monetization › Sales, in the Sales | Abandoned switch above the list.

Who opens it: owner, admin and finance. The recovery e-mail switch shows only to the owner and admin. Moderators and members do not see Monetization.

#How it works

#When a cart starts

The cart starts when a signed-in member opens the purchase panel of a paid product. There is no checkout without signing in, so every cart belongs to someone with an account in the community. One cart per person and product: opening it again updates the same one (the option, the amount and the date). The billing options of the same plan share the cart.

These do not become carts: free products, a product the person already has, a purchase made for a company, renewals and Pay now (those two are subscription charges, not new purchases; see Subscription management).

#When it becomes abandoned

• 60 minutes without paying for that product: the cart becomes Abandoned.
• With a PIX or boleto generated and still within its deadline, the cart waits for that deadline. Once it expires or is overdue without payment, it becomes abandoned right away.
• A declined card with no new attempt: abandoned at 60 minutes.
• Paid before that: it is not an abandonment, and the cart disappears.

The check runs every 5 minutes, so a cart may take a few minutes past the hour to show up.

#Recovered

Whoever abandoned and paid for the product within 7 days of abandoning shows as Recovered, with the amount paid and the date. Paid after 7 days, the sale goes into Sales as usual, but the cart stays Abandoned.

#How long it is kept

The cart is permanently deleted 90 days after the abandonment. Whoever leaves or is removed from the community has their carts deleted right away.

#The list

From the most recent abandonment to the oldest, 20 per page:

On a phone, each cart becomes a card, in the same order.

#Filters and search

• Search by buyer name or email.
• Status: Abandoned or Recovered.
• Product: a plan (all of its options) or a product, split into Plans and Products.
• Period: From and To, the abandonment period.

The search comes first and each filter is a button with a menu (on a phone, under Filters (N)); the chosen filter becomes a chip with ×. Clear filters goes back to the whole list.

#The recovery e-mail

The Send recovery e-mail switch, above the list, comes off. When on, each abandoned cart gets one e-mail, at the moment of abandonment, in the person's language and with the community's color:

• subject "Your {product} purchase is waiting";
• the product and the amount;
• the Resume purchase button, which opens the product page with the checkout open;
• the Unsubscribe link.

The e-mail is not sent:

• to whoever unsubscribed from the community's e-mails;
• when the cart's last order failed (expired PIX, overdue boleto, declined card): the person already got the failure notice for that order, which explains how to pay again;
• if the person bought before it was sent.

Turning the switch on sends nothing to carts that were already abandoned: only the next ones get it.

#Step by step: turn on the recovery e-mail

Role: owner or admin.

1. Open Monetization › Sales and click Abandoned.
2. Turn on Send recovery e-mail. The switch saves on its own.
3. From the next abandonment on, the E-mail column shows Sent.

#Examples

Who gave up on the annual plan this week? In Product, pick the plan; in Status, Abandoned; in From, Monday. The list brings each person's contact.

How much did the e-mail bring back? Filter Status by Recovered and the month in From and To: each row shows how much was paid and when.

A PIX that was not paid. Maria opened the course checkout at 2 p.m. and generated a PIX, which expires in 30 minutes. At 2:30 p.m. the PIX expires, and the cart becomes Abandoned at the next check. She gets the expired PIX notice, so the recovery e-mail does not go to her. The next day she buys by card: the cart becomes Recovered.

#Common errors and how to fix them

#FAQ

Does someone who buys without signing in show up in the list? There is no purchase without signing in: the panel asks to sign in to buy first. Whoever signs in halfway through the purchase counts from then on.

Is the e-mail sent more than once? No. One per cart. If the person opens the checkout again and abandons again, it is the same cart.

Does an unpaid renewal show up here? No. A renewal is a subscription charge: it shows in Members › Subscriptions as Past due. See Subscription management.

#Privacy

The list keeps only what is already in the person's profile (name, e-mail, phone) plus the product, the option, the amount and the dates. The legal basis is the preliminary steps to a contract requested by the person themselves (LGPD, art. 7, V) for the list, and legitimate interest (art. 7, IX) for the recovery e-mail, which carries the unsubscribe link. Carts are deleted 90 days after the abandonment, or when the person leaves the community. See Terms of use › Personal data.

#In the API

GET /api/abandoned-carts lists the carts (owner, admin and finance), with the filters productId, planId, status (ABANDONED or RECOVERED), from, to and search, and pagination. The switch is the abandonedCartEmailEnabled field of GET and PUT /api/notification-settings (owner and admin); the PUT keeps any field that is not sent. The app records the cart with POST /api/checkout/carts when the purchase panel opens.

#Through the assistant

list_abandoned_carts lists the carts with the same filters ("Who abandoned the annual plan checkout this week?") and, when there are abandoned carts without an e-mail, suggests turning on the recovery e-mail with update_notification_settings. See Tools · Finance.

#Related

• Sales
• Checkout
• Payment e-mails