Using the previous Dashboard? See Organizer guide: How abandoned cart emails and analytics work.
When a customer adds tickets to their basket and leaves before paying, Showpass emails them a recovery link once the basket expires. The link rebuilds their basket so they can pick up where they left off. The emails are on by default, and the Abandoned Carts page shows how they perform and how much revenue they bring back.
Where to find abandoned carts
In the Dashboard sidebar, open Promote and choose Abandoned carts under Recovery.
Direct path: /manage/orders/abandoned/ on your dashboard domain.
When an email is sent
An abandoned cart email is queued when all of these happen:
- A customer adds one or more tickets to their basket.
- Showpass has their email address: they are signed in, sign in or create an account during the visit, or enter their email as a guest at checkout.
- They leave and the basket expires.
The basket then appears on the Abandoned Carts page, and about an hour later Showpass emails the customer a recovery link. Each basket gets one email. A customer who comes back, fills a basket for a different event and lets that one expire too receives a second email for the second basket.
No email is sent when:
- The event is sold out.
- The event has no ticket types available.
- The customer has since bought tickets to the same event.
- The event starts within four hours of the basket expiring.
- The customer has unsubscribed from abandoned cart emails.
Reading the page
The tiles across the top total the current filter: Emails Sent, Emails Opened, Carts Recovered, Recovered Amount and Recovery Rate. Recovery rate is recovered email recipients as a share of recipients, capped at 100%. Emails Opened updates when a customer opens the email.
The table lists one row per abandoned basket: Customer (email address), Email Status, Recovery Status (Recovered or Not Recovered), Amount (the basket value) and Recovered Amount (what the customer went on to pay through the recovery link).
Email Status follows the email from queue to inbox. Pending, Sent and Opened are the values you will see most often.
| Status | Meaning |
|---|---|
| Not Sent | The email has not been sent yet |
| Scheduled | The email is scheduled to go out at a later time |
| Pending | The email is currently being sent |
| Delayed | Sending is delayed by the email service and will be retried |
| Sent | The email is on its way to the customer |
| Delivered | The email reached the customer's inbox |
| Opened | The customer received and opened the email |
| Bounced | The email could not be delivered to the address |
| Rejected | The email service rejected the email |
Filters on the right narrow the table: Event (with a Search past events switch), Email Status, Date Range Start and End, and Show Only Recovered Carts. The recovered-only switch changes the table only; the tiles keep their totals. Use the refresh icon in the header to reload.
How recovery works
The recovery link takes the customer straight to checkout with their basket rebuilt, the same purchase flow as a quick purchase tracking link. If only some of the items are still available, the link adds the ones that are.
When the customer completes a purchase through the link, the row changes to Recovered and the amount they paid is recorded under Recovered Amount. A customer can open the link and recover the basket more than once.
What customers see
About an hour after their basket expires, the customer receives an email about the tickets they left behind, with a link back to checkout. Any subject line, banner and message you set for the Abandoned cart email type appear in it.
Every email carries a one-click unsubscribe link. The customer does not need to sign in to unsubscribe, and once they do, they receive no further abandoned cart emails from any organization on Showpass. Customers can turn the emails back on under Abandoned Carts in their account's email notification settings.
Turning the emails on or off
Abandoned cart emails are on by default.
- Open Organization and choose Organization settings, then Enabled modules.
- Under Organizer options, switch Enable abandoned cart emails on or off.
- Click Save.
Customizing the email
- Open Organization, choose Emails, then Customization in the page menu.
- Set Email type to Abandoned cart email.
- Enter an Email subject line.
- Upload a banner image (JPG or PNG, 1200 by 600 pixels, up to 3 MB).
- Write a Custom email message.
- Use Send preview email to check the result, then click Save to apply the changes to future abandoned cart emails.
Limitations
- Baskets from assigned seating events are not emailed.
- Each basket receives one email, and the email cannot be resent from the dashboard.
Troubleshooting
A customer left a basket but no row or email appears. They left before Showpass had their email address, the event uses assigned seating, or the basket has not expired yet.
A row shows no email sent. Check the event: it may be sold out, have no ticket types on sale or start within four hours of the basket expiring. The customer may also have bought tickets to the event already or unsubscribed.
The tiles do not match the table. Show Only Recovered Carts filters the table only; the tiles keep totals for the other filters.
A customer says the link added fewer tickets than they chose. Some items were no longer available, so the link added only the ones that were.
A customer asks to stop the emails. Point them to the unsubscribe link at the bottom of the email; they do not need to sign in to use it. To get the emails again, they switch Abandoned Carts back on in their account's email notification settings.
Related pages
- Tracking links: the quick purchase flow the recovery link follows.
- Enabled modules: other organizer options you can switch on or off.
- Email customization: subject lines, banners and messages for other customer emails.