The Carts page shows what customers are doing on your booking site. Three tabs cover three views of the same data: Abandoned carts lists customers who left without paying so you can follow up, Active carts shows live sessions, and Cart errors lists every error a customer hit during checkout. Filters, sortable columns, saved views, and bulk actions let you work through hundreds of carts quickly, and any row opens a drawer with the full cart.
Getting started
Navigate to Purchases > Carts from the sidebar. The page opens on Abandoned carts.
How it works
Every time a customer adds something to their cart on your booking site, a cart record is created here. If they complete checkout, the cart drops off the list. If they leave without paying, the cart stays in Abandoned carts until it is deleted. If they hit an error during checkout, the error is captured in Cart errors with its type and message. While a customer is on the booking site with items in their cart, the cart appears in Active carts.
Use Abandoned carts for revenue recovery, Active carts for live monitoring, and Cart errors for diagnostics. Repeated errors of the same type usually point to a configuration issue worth fixing.
Step-by-step guide
Filter the list
The filter bar sits under the tabs. Click a filter chip to set it, and click the x on a chip to clear it. Clear filters resets everything.
| Filter | Tabs | What it matches |
|---|---|---|
| Customer | All | Name or email contains the text |
| Events | All | Carts holding a booking for any selected event |
| Items | All | Carts holding any selected inventory item |
| Step | All | The checkout step the customer reached |
| Errors | All | Carts with an unresolved error of a selected type. Any error selects every type |
| Cart date | Abandoned, Active | Latest activity within the range, or in the last N days |
| Error date | Cart errors | When the error was logged |
| Cart value | All | Cart total between two amounts |
| Abandoned | Sent or Not sent follow-up email |
Filters that do not fit the row move under More filters. The result count and the Per page selector (5, 10, 25, or 50) sit at the right of the bar, next to the Download CSV icon on the cart tabs.
Sort the list
Click a column header to sort by it, and click again to flip the direction. Sortable columns are Customer, Latest activity, Total, Errors, and Email on the cart tabs, and Customer, Error, and Total on the Cart errors tab.
Save a view
Click Views at the left of the filter bar to save the current filters, sort, and tab as a named view, or to apply a saved one. Saved views also appear in the bookmark icon in the top navigation from any page, under Carts.
Open a cart
Click any row, or pick View cart from the three-dot menu, to open the cart drawer. The drawer shows the customer's name, email and phone with copy buttons, IP address, and source; the checkout step, first visit, latest activity, and follow-up email status; the cart contents as a receipt with quantities, line amounts, and the total; and any errors with their type, time, and message.
On the Abandoned carts tab the drawer also carries Follow up with the customer with a Send email button under the activity section, and a Delete cart action at the bottom.
Send a follow-up email
On the Abandoned carts or Cart errors tab, open the three-dot menu on a row and pick Send the abandoned cart email, or use Send email inside the cart drawer. The email sends immediately and a notification reads Cart abandonment email has been sent. The Email column flips to Sent. The action is available only when the cart has an email address.
Configure the email content under Mail > Automations with the Cart abandonment trigger.
Delete an abandoned cart
Open the three-dot menu on a row and pick Delete permanently, or use Delete cart in the drawer. A dialog titled Delete this cart? asks for confirmation. Click Delete cart to confirm or Cancel to back out. Deleting a cart removes the cart and its items only; bookings, payments, and slot availability are not affected.
Delete abandoned carts in bulk
- On the Abandoned carts tab, click Bulk actions at the right of the tab row.
- Under Action, keep Delete carts.
- Under Last activity, set To (defaults to today) and optionally From. Carts whose latest activity falls in the range are included.
- Click Delete carts. A dialog states exactly how many carts match, for example "Permanently delete 14 abandoned carts last active on or before Saturday, September 19, 2026? This cannot be undone."
- Click Delete 14 carts to confirm, or Go back to adjust the range.
Carts active in the last 15 minutes are never included, whatever date is chosen. When nothing matches, the dialog says so and offers Close.
Resolve a cart error
On the Cart errors tab, open the three-dot menu on a row and pick Mark as resolved. The row leaves the list, and the error keeps a record of who resolved it and when. Resolving is a triage flag only; nothing changes on the customer's cart.
Resolve cart errors in bulk
- On the Cart errors tab, click Bulk actions.
- Under Action, keep Mark errors as resolved.
- Under Error types, keep all types selected or narrow to the ones to clear.
- Under Error date range, set To (defaults to today) and optionally From.
- Click Resolve errors. A dialog states the exact count, for example "Mark 52 resource errors logged on or before Saturday, September 19, 2026 as resolved?"
- Click Resolve 52 errors to confirm, or Go back.
Export the list to CSV
Click the Download CSV icon in the filter bar on the Abandoned carts or Active carts tab. The export covers the current tab and is named abandoned_carts_YYYY-MM-DD.csv or active_carts_YYYY-MM-DD.csv. Columns include first name, last name, email, phone, cart value, latest activity, time first visited, latest update, item list, and on Abandoned only the email-sent flag. When UTM tracking is on, UTM Source, UTM Medium, UTM Campaign, and UTM Referrer are appended.
Reference
Tabs
| Tab | What it shows |
|---|---|
| Abandoned carts | Carts where the customer left without paying. Has the Email column and bulk delete |
| Active carts | Customers currently on the booking site with items in their cart |
| Cart errors | Every unresolved error hit during checkout, with bulk resolve |
Columns on the cart tabs
| Column | What it shows |
|---|---|
| Customer | Name, or Anonymous customer when no name was entered, with email and phone on their own lines and copy buttons |
| Step | The checkout step the customer reached |
| Latest activity | Date and time of the last change to the cart |
| Items | The first booking with its date and time, then further items separated by dots, then +N when more do not fit |
| Total | The cart value, in your group's currency |
| Errors | One red badge per unresolved error type. Hover for the message. A dash when there are none |
| Sent or Not sent (Abandoned carts only) |
Columns on the Cart errors tab
| Column | What it shows |
|---|---|
| Customer | Same as the cart tabs |
| Error | Error type and time, the message, an optional error code, and the promo code being applied if any |
| Items | Same as the cart tabs |
| Total | Same as the cart tabs |
Error types
| Type | Typical cause |
|---|---|
| Resource | The chosen time no longer had the resources it needs |
| Payment | The payment gateway declined or timed out |
| Validation | A form rejected an input |
| Promo code | The code was invalid for some items in the cart |
| Gift card | The gift card could not be applied |
| Customer | A problem with the customer details |
| Add on | A problem with an add on item |
| Booking slot | The booking slot was no longer available |
| Generic | Anything else |
Per-row actions
| Tab | Actions |
|---|---|
| Abandoned carts | View cart, Send the abandoned cart email (when an email exists), Delete permanently |
| Active carts | View cart |
| Cart errors | View cart, Send the abandoned cart email (when an email exists), Mark as resolved |
Bulk actions
| Tab | Action | Criteria |
|---|---|---|
| Abandoned carts | Delete carts | Last activity date range |
| Cart errors | Mark errors as resolved | Error types and error date range |
Empty states
| Tab | Copy |
|---|---|
| Abandoned carts | No abandoned carts |
| Active carts | No active carts |
| Cart errors | No cart errors |
| Any tab with filters | No results match these filters |
Mobile layout
On small screens each row stacks its columns as label and value pairs. Bulk actions shrinks to an icon in the tab row, and the cart drawer opens full width.
Good to know
- Bulk actions preview before they act. The confirmation dialog always states the exact number of carts or errors that will change, and nothing happens until it is confirmed.
- Bulk delete protects live sessions. Carts active in the last 15 minutes are excluded even when the date range includes today.
- Deleting a cart never touches bookings or payments. A cart is the customer's checkout session, not a booking.
- Resolved errors leave the Cart errors tab. The tab lists unresolved errors only. Resolved errors remain visible in the cart drawer with a Resolved marker.
- Saved views remember the tab. Opening a saved view from the bookmark icon lands on the tab it was saved from, with its filters and sort.
- Active carts is a live view without auto refresh. Reload the page to see the latest activity.
- UTM tracking captures Source, Medium, Campaign, and Referrer on each cart when Enable UTM source tracking is on in Company groups. The source shows in the cart drawer and in the CSV export.
- Anonymous carts have no contact details yet. They show Anonymous customer and the follow-up email actions are hidden.
- The CSV export covers the active tab only. To export both, switch tabs and export each.
FAQ
Q: How long do abandoned carts stay in the system?
A: Until they are deleted, one at a time or in bulk. There is no automatic expiry by default.
Q: Can I clear a large backlog of cart errors at once?
A: Yes. On the Cart errors tab, click Bulk actions, choose the error types and date range, and confirm the count the dialog shows. To clear everything, keep all types selected and leave From empty.
Q: Can I customize the follow-up email?
A: Yes. Open Mail > Automations and edit the Cart abandonment trigger. The email this page sends is the one configured there.
Q: What is a resource error?
A: The customer tried to book a time that no longer had the resources it needs by the time they checked out. Open the affected event's Bookings and resources tab in Event setup and review the resource allocation.
Q: Can I email all abandoned carts at once?
A: Not from this page. Send each one with the per-row action, or use the Customers page to filter and bulk email a segment.
Q: A customer says they got two abandonment emails. Why?
A: The action sends the email each time it is clicked. Check the Email column before sending again.
Q: Why does the Cart errors tab not let me delete a row?
A: Errors belong to the cart they came from. Deleting the cart on the Abandoned carts tab removes its errors with it. Use Mark as resolved when the underlying issue has been handled.