# Abandoned carts

> The Abandoned view, in Monetization › Sales, lists who opened the checkout of a paid product and did not buy within an hour, and who came back and paid within 7 days. With the cart rules, the columns, the filters and the optional recovery e-mail.

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](/membros/empresas), renewals and [Pay now](/pagamentos/pagar-agora) (those two are subscription charges, not new purchases; see [Subscription management](/pagamentos/gestao-de-assinaturas#past-due)).

### 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:

| Column | What it shows |
|---|---|
| **Contact** | Name, e-mail and, if the profile has one, phone |
| **Product** | The product or the plan's billing option (*Gold · Annual*) |
| **Status** | **Abandoned** or **Recovered**; for a recovered one, below it, *"$1,188.00 paid on Oct 12, 2026"* |
| **Amount** | The product's amount at checkout |
| **Payment** | The payment method of the last attempt, or *Not chosen* |
| **Abandoned on** | The date and time, in the community's time zone |
| **E-mail** | **Sent** (hover to see when) or **Not sent** |

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

| What happens | Why | What to do |
|---|---|---|
| *Could not load the abandoned carts.* | The list did not respond | Click **Try again** |
| *No abandoned carts* | Nobody has abandoned a checkout yet, or the carts are past 90 days | Nothing to do |
| *Could not save. Try again.* | The switch did not save | Try again; the switch goes back to where it was |
| I don't see the e-mail switch | Your role is finance | Ask an owner or admin |
| The person says they did not get the e-mail | They unsubscribed, got the order's failure notice, or the switch was off at the abandonment | Check the **E-mail** column and reach them through the contact in the list |

## 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](/pagamentos/gestao-de-assinaturas#past-due).

## 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](/conceitos/termos-de-uso#personal-data).

## In the API

[`GET /api/abandoned-carts`](/api/referencia/sales/list-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`](/api/referencia/communities/update-notification-settings) (owner and admin); the `PUT` keeps any field that is not sent. The app records the cart with [`POST /api/checkout/carts`](/api/referencia/checkout/register-checkout-cart) 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](/mcp/ferramentas-financeiro#list-abandoned-carts).

## Related

- [Sales](/pagamentos/vendas)
- [Checkout](/pagamentos/checkout)
- [Payment e-mails](/notificacoes/emails-de-pagamento)