The Abandoned Cart feature is available to customers subscribed to the Business plan and above (on new pricing plans) or as an add-on to lower plans for USD 125/month.
You now have visibility on Abandoned Carts to find insights that might suggest why your customers are not fulfilling their orders in your B2B store. This will be one of the biggest opportunities to increase revenue for your eCommerce business as you can rely on these insights to reach out to your potential customers who had expressed interest but fell through along the way.
What is an Abandoned Cart?
More commonly known as shopping cart abandonment in the eCommerce world, An ‘Abandoned Cart’ is when a buyer/customer adds an item to their online B2B cart but leaves the store without completing the purchase.
You can access this by navigating to the B2B Commerce tab from the main navigation bar and clicking on the Dashboard tab. Next, click the 'Visit your B2B store' button, and you will see 'Abandoned Carts' at the top right of the screen.
View Abandoned Carts
To view your abandoned carts, click on the arrow shown below.
To view your abandoned carts, click on the arrow shown above. You will be redirected to the following screen.
Click on ‘View Cart’ to see more details of a specific cart that has been abandoned. You can alternatively choose to bulk export a list should you have a long backlog.
You will get a snapshot view of the estimated order value for the cart your buyer/customer was planning to purchase alongside their contact details.
You can also click on the ‘View on QuickBooks Commerce’ button, which will redirect you to the Relationships tab > Edit Contact popup.
Recover the Abandoned Carts
They say the first step is the hardest. And, convenience is the backbone of online shopping. They're right, right? So here are some actionable items for you to help your customers kickstart with their abandoned cart(s) 💰🛒🏃🏽♀️
Convert an Abandoned Cart to a Sales Order
This option will automatically create a 'Draft' order in QuickBooks Commerce, displaying all the Abandoned Cart items.
From your Abandoned Carts page, choose the cart you want to act on and click the ‘Convert into a Sales Order in QuickBooks Commerce' button.
You will be prompted with the below message.
Click ‘Create draft order in QuickBooks Commerce’, and you will be redirected to the QuickBooks Commerce app to view the order.
An order confirmation email will also be sent to the customer’s email address to notify them and help them complete the order.
Ignoring Irrelevant Carts
If you want to declutter the list of abandoned carts in your B2B Store’s main view, you can remove/archive them from your view. This will help you focus on selective orders (e.g., big orders, returning buyers, etc.)
From your Abandoned Carts page, check the cart(s) you want to act on and click the ‘Bulk Actions’ button. Then, click ‘Ignore’.
A pop-up window will ask for your confirmation as this action cannot be undone. Then click ‘Confirm’. The selected cart(s) will be removed from the main view. 🧙🏽♀️
Filter with Date Picker
Looking to action on multiple items with a narrowed focus? You can do that by using our Date Picker to filter a particular date range to export a .CSV of your abandoned carts. This comes in handy if you have seasonality affecting your large volume of sales.
From your Abandoned Carts page, choose the ‘This Year’ button, and you will get an array of options.
Once done, click ‘Apply Filters’. Now you will only see the filtered list based on your parameters. Here’s a demo:
You can click on the ‘Export’ button too! Jump ahead to learn how to export a .CSV file.
Abandoned Cart Email Report
The primary account holder will also receive an Abandoned Cart summary email once a week to keep abreast of their selling history.
Export a list of Abandoned Carts
You can bulk export a list of all your customers’ abandoned carts at one go to have a holistic view of the report. It will be exported in a.CSV format. Skip over below to understand your export structure.
Your exported file should look like this:
*The image above is for illustration purposes only. Actual data may vary across businesses.
The .CSV export file can be used to find any patterns and act on them as desired. For example, here are two uses cases:
1. Import data into your CRM tools such as Salesforce, Hubspot, or MailChimp, to send out a mass or custom email to a customer with details on their abandoned cart so that they can complete their checkout.
2. Sales representatives can reach out to their respective Company accounts personally to help complete the purchase
A great way to entice customers to complete an order in your B2B store is to offer them an exit offer.
Understanding the .CSV export structure
The following table describes the CSV file format that will be created when you export your Abandoned Carts.
|
Column Header |
Definition |
|
Last seen |
Last login of the customer to your B2B store. |
|
Company Name |
The customer's operating business name, as stored in your Relationships. |
|
Contact Name |
The customer’s name (i.e., point of contact) |
|
Email Address |
The customer’s email address |
|
Phone Number |
The customer’s office number/ mobile number |
|
Items in Cart |
The number of items your customer added to their cart (i.e., possibly the ‘draft order’) |
Here’s to a fulfilling shopping experience and increased sales! 💰