--- title: "Win back buyers who left checkout | Ticket Fairy Guides" description: "Find the buyers who entered their details at checkout and never paid for their tickets, see why each one is on the list, and email them back to your event." canonical: "https://www.ticketfairy.com/guides/recover-abandoned-carts" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) 4. Win back buyers who left checkout Checkout and orders # Win back buyers who left checkout Some buyers enter their details at checkout and then never pay, because a card was declined or something interrupted them. If you promote clubs or festivals, an email to those buyers is often the cheapest way to bring in more sales, and Ticket Fairy keeps the list for each event. You're using the Abandoned Carts tab as part of looking after the orders for your event. You can return to the complete Orders guide once the email is on its way. [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) Takes: 6 minutes [Watch the video: Win back buyers who left checkout](https://d3lcdr963b5ubl.cloudfront.net/uploads/guides/video/recover-abandoned-carts/b2a19380bf26c85abe5e331cd9ab3d0c5ea8ec9c4d59b29af834ed5f10012139/1f0799abf7b970f2/guide.mp4) · [English](https://www.ticketfairy.com/resources/captions/guides/guide-recover-abandoned-carts-1f0799abf7b9.vtt) ***Watch how it's done** 2 min 44 s, with captions.* - [Open the list](#step-1) - [Read what each row tells you](#step-2) - [Email them back](#step-3) - [Three lists, not one](#step-4) ## Before you start - You're an owner or an admin on this event. With the **Stats** or **Customer Support** role you can read the list but not send the email, and with the **Limited Stats** role Orders sends you back to the home page. - Your event has taken buyers into checkout. A buyer appears on the list once they've entered their email address at checkout, so a buyer who left before that never appears. 1. ## Open the list [Play from here](#guide-video) Open your event, select **Orders** and then the **Abandoned Carts** tab. Each row is one buyer who entered their details at checkout and never completed a paid order. **Note:** The tab covers the last 30 days and holds up to 10,000 people, newest first. Past that it shows the most recent and says so. ![The Abandoned Carts tab, with a row per buyer showing the name, email, when they left, the cart stage and the number of checkout attempts](https://www.ticketfairy.com/embeds/posters/marketing-orders--abandoned-carts.png) *Event, Orders, Abandoned Carts.* 2. ## Read what each row tells you [Play from here](#guide-video) **Cart stage** separates the two ways a sale is lost: **Order started** means they reached an order and stopped, and **No order** means they never got that far. **Checkout attempts** counts how many times that person came back and tried. **Note:** Several attempts from one buyer usually means something blocked them rather than that they changed their mind, so those rows are worth an email first. 3. ## Email them back [Play from here](#guide-video) Open **Messaging**, start a new email and choose **Abandoned carts** as the audience. Offer a reason to come back rather than a reminder that they left. **Note:** That audience isn't the same as the tab. It reaches everyone who has ever left a cart on this event, not only the last 30 days, and it leaves out the buyers who opted out of these emails. ## Three lists, not one [Play from here](#guide-video) The tab shows the last 30 days and includes people who opted out, because you are reading it rather than mailing it. The composer audience reaches every abandoned cart the event has ever had and leaves the opt-outs out. The reminder Ticket Fairy sends for you covers only carts between one and thirteen hours old. The three numbers will not match, and each is right for its own job. ## Or have it done for you Fai, your AI teammate, can check sales, update your event or change a ticket when you ask. Fai can check the list and tell you how big it is and how recent. You send the email in the dashboard, so she sends you to the composer, and MCP can't read this list. ### In your dashboard, with Fai ``` For , how many people left checkout without paying in the last days, and how many of them never got as far as an order ``` ## The reminder Ticket Fairy sends for you [Play from here](#guide-video) Twice a day, Ticket Fairy emails buyers whose cart is between one and thirteen hours old, with a link back to the event. Ticket Fairy doesn't send it for an event with nothing left to sell, or to a buyer whose order is paid in full, so a buyer part way through a payment plan can still get it. **Note:** Ticket Fairy sends this for events in the United States, Australia and New Zealand, and an event that runs under another company's branding gets that company's version of it wherever the event is. Anywhere else the composer is how you reach these buyers, and support can turn the reminder off for an event when you do not want it. Fai can check the abandoned-cart list and tell you how big it is and how recent. She can't see whether the automatic reminder runs for an event, so ask Ticket Fairy support about that one. ### In your dashboard, with Fai ``` How many people left checkout on yesterday without paying ``` ## What takes a row off the list [Play from here](#guide-video) A row disappears when the buyer at that address completes a paid order for the event, or starts a payment plan on one. It also drops off once it is older than the 30 days the tab covers. **Note:** A buyer who bought under a different email address stays on the list, because the two are matched on the address alone. Fai sees the same list, so she sees what's on it now. A buyer who has bought is already off it, and there's no record that they were ever on it. ### In your dashboard, with Fai ``` For , show me who is on the abandoned cart list now and how many times each of them reached checkout ``` ## When a buyer opts out [Play from here](#guide-video) The reminder Ticket Fairy sends has an opt-out link, and it applies to that person on that event alone. From then on they receive neither the reminder nor an email you send to the abandoned-carts audience. **Note:** They stay on the tab, which counts everyone who left checkout whether they opted out or not. It does not shrink when you send either, so its total tells you nothing about how a send went. Fai sees the tab, which includes opt-outs, so ask her for the total rather than for who will receive a send. ### In your dashboard, with Fai ``` How many people are on the abandoned-cart list for ``` ## Questions you might have **What if Messaging on my event opens with For you, Messages and Templates?** Select **New email** and choose **People who started checkout but didn't finish** under **Who gets it**. It reaches the same people as the abandoned carts audience. **Why is a buyer on the list who has already bought?** Two addresses. The list matches a cart to an order on the email address, so a buyer who abandoned under one address and paid under another stays on it. A buyer mid-way through a payment plan is treated as having bought and does leave the list. **Why does one person have several checkout attempts?** Each fresh visit to checkout more than an hour after the last one starts a new attempt, and the tab shows them as one row with the number of attempts. A high count is a sign that something stopped that buyer rather than that they were browsing. **Can I export the list?** Not from the tab. You can sort it, search it and read it, and the way to act on it is the messaging composer, which reaches the whole audience rather than the rows in front of you. **Does the list include people who never gave an email?** No. Ticket Fairy records a cart from the moment a buyer enters their email address at checkout, so a buyer who looked at the ticket page and left is not on it. Traffic like that is in the visitor reports instead. **What does "10,000+" mean at the top?** The tab holds the 10,000 most recent people and this event has more. That is the limit on the mailout too, and it takes the most recent 10,000 every time, so sending again reaches the same people rather than working back through the queue. Send while the list is still under the limit if you want to reach everyone, and ask Ticket Fairy support where an event is already past it. ## Still have a question? Book a demo and we will answer it on a call, on your kind of event. Or create your account and see it for yourself. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/checkout) - [Email your ticket buyers about your event](https://www.ticketfairy.com/guides/email-your-buyers) - [Run a waiting list for a sold-out event](https://www.ticketfairy.com/guides/run-a-waiting-list) - [See how visitors find your event page](https://www.ticketfairy.com/guides/see-how-visitors-find-your-event-page) - [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders) - [Download your ticket buyers](https://www.ticketfairy.com/guides/download-your-ticket-buyers) - [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) ## Sell tickets with Ticket Fairy Start free with unlimited events and no monthly fee, and choose a paid plan when you need more. - Set up your event in minutes - Free events are free - Fai, your AI teammate, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## See it on a call Book a demo and we will show you how Ticket Fairy handles your kind of event. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/checkout) ### Tips for selling more tickets Practical advice from working event organizers, and every new guide as it is published. We respect your privacy. Unsubscribe anytime. --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) · [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)