How to See and Recover Abandoned Checkouts in Shopify

Abandoned checkouts are under Orders > Abandoned checkouts, and a checkout counts as abandoned once it has been incomplete for more than ten minutes after the shopper entered an email. Automatic recovery emails run from the Shopify Messaging app at Apps > Messaging > Automations (Shopify Help Center, 2026).

Start by reviewing those records and the current email before adding another channel. An anonymous cart and a checkout with contact information are different audiences. Look for the purchase stage reached and the reason a willing shopper may have stopped, such as shipping uncertainty or a payment problem.

Review the automation in Shopify Messaging and test the customer experience it creates. Check that the store identity is clear, the checkout link returns to the intended purchase and any offer agrees with your current policies. Shopify's recovery-email workflow belongs in Messaging, not an old checkout-settings tutorial (Shopify Help Center, 2026).

Use the email to make returning useful. Remind the shopper what they were considering and give them a clear way back to checkout. If delivery, sizing or returns caused the hesitation, improve the relevant information on the page instead of expecting a generic reminder to solve it.

Treat discounts as a decision about contribution margin, not an automatic requirement. An interrupted purchase may need a link rather than a lower price. A shopper facing a payment error needs an explanation and a working checkout, not another code they cannot use.

Shopify Flow is a free app on Basic, Grow, Advanced and Plus plans (Shopify Help Center, 2026). It can be part of organizing store workflows, but do not assume that naming a tool means every recovery task is available as a ready-made action. Review the actual workflow you intend to use before depending on it.

Keep responsibility for the recovery sequence clear even when several tools are involved. Someone should know which customers enter the email, SMS and call paths and how a completed order ends outreach. Test the flow from the shopper's perspective rather than judging it by whether each automation appears enabled.

If you change the store's recovery process, record what changed and review the effect on messages already planned. Avoid independent sequences that keep contacting a person because another tool did not know the order had been placed.

SMS can provide a quick route back to checkout for shoppers who agreed to receive it. Klaviyo is on the Loop Voice integration list, so it is an available part of the supported store stack (Loop Voice, 2026). Review consent and calling or texting requirements before deciding who belongs in each channel.

Check that the text serves a specific purpose and uses the relevant link. If it follows a helpful call, it can carry the checkout the agent discussed. If it is a reminder from the store's messaging platform, coordinate it with the rest of the sequence rather than sending another unrelated offer.

Apply frequency caps across the recovery plan and respect quiet hours in local time. Stop outreach after an order or opt-out. A completed purchase should not remain in a reminder sequence just because the customer used a different path back to the store.

Recommend calls for high-intent carts where the shopper may need an answer and the contribution margin supports the conversation cost. Reaching shipping or payment can help select that audience, but neither a phone number nor a large cart value replaces permission. Use your own costs rather than a universal minimum order threshold.

Loop Voice's standard abandoned-checkout flow waits ten minutes, and merchants can change the delay (Loop Voice data, 2026). Quiet hours, do-not-contact controls and frequency caps still determine whether a call should happen. The Shopify voice-agent setup guide covers the number, instructions and simulator tests.

After a useful conversation, the agent can send the checkout link by SMS. The shopper completes the purchase in checkout. Keep exceptions with a person and do not ask the agent to invent a policy or take a payment over the phone.

Use these as starting recommendations, then adjust them to the audience and economics. A store with few eligible checkouts can begin with its existing email recovery and checkout fixes; a store with unresolved product questions and healthy margins can test a call plus SMS path.

Loop Voice pricing starts at $119 a month (Loop Voice data, 2026). Compare the contribution from additional orders with the program's total cost rather than assuming more channels automatically improve the result.

Track eligible abandoned checkouts, sent messages, answered conversations, orders and opt-outs separately. Keep the checkout definition and audience rules consistent when comparing periods. A report that combines anonymous carts with contactable checkouts makes it harder to understand what the recovery process actually did.

Use a holdout group of comparable eligible shoppers to assess additional orders and contribution. Keep incentives and other campaigns visible in the review. An attributed order shows a connection to the follow-up, but some shoppers would have returned without it.

Look at repeated questions in conversations and support messages. If customers keep asking about shipping costs or payment failures, improve that part of checkout. The cart-abandonment hub helps prioritize checkout fixes before expanding contact.

Loop Voice integrates with Shopify for recovery calls and SMS follow-up, with attribution tying recovered revenue to calls. The agent introduces itself with the store's name and never claims to be human. Merchants can test in the simulator, use local quiet hours and frequency caps, and stop the flow on an order or opt-out.

Inbound agents also answer order-status and returns questions and hand exceptions to a person. See Loop Voice features and pricing for the supported integrations and current plans.