An unfinished order is an unfinished sentence.
An order that stops at payment isn't lost; it is followed up. The reminder goes back into the conversation where the order started, with the same cart, and the customer carries on from there.
Example timeline: the cart was left open at 10:47; the next day at 09:30 a reminder went out in the same conversation; it was paid at 09:41.
Where do orders stall?
An order can stall in three places. In all three, where it stopped is on record.
- A product was asked about, no cart yet
- The conversation stays on the panel exactly where it stopped, and your team can take it over.
- The cart was built, no confirmation
- The cart waits in the conversation, and the reminder carries the same cart.
- The link was sent, no payment
- The order is followed up, and the reminder goes out in the same conversation with the same link.
All three show on the panel, with the order's status.
Next morning, same conversation.
The cart is ready, the link has gone out, the payment hasn't come. Skip to the next day: the reminder arrives in the same conversation, with the same cart.
Example. Business: an olive oil producer. Customer: a restaurant. Product names, prices, times and numbers are illustrative.
- Customer: Hi, is the new harvest in? We need 5-litre tins for the kitchen.
10:42
- Business: Hello, it is. There are two options for kitchen use:
- Early harvest extra virgin, 5 L tinTRY 1,850.00
- Extra virgin, 5 L tinTRY 1,450.00
10:42
- Customer: How long does delivery to Istanbul take?
10:44
- Business: Orders placed before 15:00 go out the same day. Delivery to Istanbul usually takes 1 to 2 working days.
10:44
- Customer: Four tins of the early harvest, please.
10:46
- Business: Your cart is ready: 4 × early harvest 5 L, TRY 7,400.00 in total. Delivery is free. Confirm and the payment link comes straight here.
10:46
- Customer: Confirmed.
10:47
- Business: Here's your payment link:Payment linkOrder #1042TRY 7,400.00
10:47
- Customer: I'll pay this evening, once accounts have signed it off.
10:49
- Business: Of course. Your cart and the link will be right here.
10:49
Example business
Olive oil producer
ItemAmount
Early harvest extra virgin, 5 L tin
4 × 1,850.007,400.00
DeliveryFree
TotalTRY 7,400.00
Awaiting payment
10:49Unfinished order queued for follow-up. Example.
Step 5 of 6
A reminder is the same chat, continued.
A reminder isn't a bulk send. It goes only to that order's conversation, picking up where the customer left off.
- Same conversation, same cart
- The customer doesn't explain the order again; the cart and the link wait as they were.
- A person when needed
- If the question goes beyond the reminder, someone from your team takes over, with the whole conversation in front of them.
Two questions about unfinished orders.
How do you recover an abandoned cart?
An order that stops at payment is followed up, and the reminder goes back into the conversation where it started, with the same cart and the same link.
Why do customers drop off at the payment step?
Dropping off isn't always a change of mind; when paying takes several separate steps, something gets in the way and the conversation stops halfway.
Let's talk about where your orders stop.
Our team looks with you at where your orders stall today.