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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 may not finish purchasing the items they’ve placed in their baskets, for any number of reasons, which can mean a lost sale for you. With the abandoned basket feature in Square Online, you can give those baskets a second chance by sending friendly reminder emails to customers about their items, prompting them to complete their purchases.

Enable Abandoned Basket Emails


To enable abandoned basket emails:

  1. From your Square Online Overview page, go to Communications > Abandoned Baskets.

  2. Select Enable.

  3. Choose how much time to wait before automatically sending abandoned basket emails. Options include 20 minutes, 1 hour, 24 hours and 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 sell out by the time the customer returns to their basket, these items will not appear in the basket and a message will appear stating that something in the basket has changed. The same applies if the price of an item in their basket has changed.

Customise Your Abandoned Basket Emails


The email that your customers receive contains the following:

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

  • Item information including image, quantity and description.

  • Your store name and contact information in the email's footer.

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 email and text alerts.

Disable Abandoned Basket Emails

If you no longer want to manage abandoned baskets:

  1. From your Square Online Overview page, go to Communications > Abandoned Baskets.

  2. Select Disable.

From then on, abandoned basket emails will no longer be sent. If there are emails queued to be sent, disabling abandoned basket emails will cancel them.

Abandoned Basket Reporting

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

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