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Abandoned Basket Emails for Square Online

Note: Using abandoned basket emails requires an upgrade on your Square Online site.

From time to time, customers don’t finish purchasing the items they’ve placed in their baskets for any number of reasons, and that can mean a lost sale for you. With the abandoned basket feature in Square Online, you can give those baskets a second chance with abandoned basket emails.

Enable Abandoned Basket Emails


To enable abandoned basket emails:

1. In your Square Online Overview page, go to Communications > Abandoned Baskets.
2. Select Enable.

You can then select one of the time periods below to wait before sending abandoned basket emails:

  • 20 minutes

  • 1 hour

  • 24 hours

  • 2 days

Note: Emails will be sent when a basket is abandoned from this point on. Any baskets abandoned prior to enabling this feature will not trigger an email.

If items in the basket sell out by the time the customer returns to their basket, the basket will not display those items, but will display a message stating that something in the basket has changed. The same is true if the price of an item in their basket changes.

Abandoned Basket Reporting

You can also view reporting about abandoned baskets by going to your Square Online Overview page > Reports > Abandoned Baskets. Learn more about Square Online reports.

Customise Your Abandoned Basket Emails


The email your customers receive contains the following:

  • A Complete Order button that navigates back to their basket in your online store.

  • Your store name and contact info in the email’s footer.

  • Each item’s info, including image, quantity and description.

You can add more information to these emails and send yourself a preview from your Square Online Overview page in Communications > Email & Text Alerts. Learn more about customising store emails in Square Online.

Disable Abandoned Basket Emails

If you no longer want to manage abandoned baskets:

1. In your Square Online Overview page, go to Communications > Abandoned Baskets.
2. Select Disable.

Going forward, abandoned basket emails will no longer be sent.

Note: If there are emails queued up to be sent, disabling abandoned basket emails will cancel them.

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