A shopper filled a basket in your store and left without paying. Your store notices and says so. Recovery is what your team does next: open the conversation with that person, prepare one message, read it, and send it.
Two things are true of this feature and both matter before you plan around it.
Lynomia Chat never sends a recovery message. It writes one into the reply box. A person presses Send.
On a normal installation none of this is switched on. Every platform that can report a cart is held back until its carts have been verified on a live store, so the screens described here do not appear. Limits below says exactly what that means for you. Read that section first if you are deciding whether to build a process on this.
Do you have it at all
Open Settings → Commerce. If an Abandoned carts section appears under your list of stores, carts are switched on for at least one of them. If no such section appears, nothing in this article is reachable, and no setting in your account turns it on.
You also need a plan that includes Commerce and at least one connected store. See what connecting a store gives you.
What a recovery message actually is
One short message, written in your own dashboard language, from the store's own figures:
Hi Noura, you left 3 items in your cart at Acme ({total}). You can complete your order here: {link}
If the contact has no name Lynomia Chat knows — or what it has is a phone number or an email address rather than a name — the message opens with Hello instead. The total is the cart's own total in the cart's own currency, never converted.
There is no discount, no coupon and no incentive, and no way to add one to the prepared text before it reaches the reply box. You can edit the message yourself once it is there, like any other reply.
The link is the store's own checkout link, read from the store at the moment you prepare the message. It is
never stored and never rebuilt from something saved earlier, and it is only used when it is an https link on
a host the platform is known to use. A cart whose link fails that test is still shown, but cannot be prepared.
The recovery queue
Settings → Commerce → Abandoned carts lists recent carts across every store that offers them. It is a list to act from, not a workspace: there is no action on it at all.
| Filter | Choices |
|---|---|
| Store | all stores, or one |
| Age | last 24 hours, last 7 days, last 30 days, any age |
| Status | abandoned, recovered, any |
| Contact | linked or not, linked only, unlinked only |
Each row shows the cart's total and item count, the store and platform, how long ago it was left, whether a recovery message was already sent for it, and the contact it belongs to — which opens that contact. A cart with no linked contact says so and goes no further, because there is nobody to message.
Order is fixed and not configurable: carts of a linked contact first, then the most recently updated. There is no score and no prediction.
The queue reads at most 50 carts per store and shows at most 200 rows. It is the recent top of the pile, not a complete ledger. It carries no phone numbers, no email addresses and no checkout links.
Preparing a message
You prepare from the conversation, never from the queue.
- Open the contact's conversation and find the Abandoned carts block in the Commerce section of the side panel. It lists at most 5 carts for that contact, newest activity first, and only carts that are still abandoned and less than 30 days old.
- View cart to see the items, if you want to.
- Prepare recovery message.
- The message appears in the reply box with the notice Recovery message added to the reply box. Review it and send it yourself. Read it, edit it if you want to, and send it.
Carts shown here are the contact's by one of three routes, in this order: the store customer linked to the contact, the verified phone number of this conversation, or the verified email address of this conversation. The panel names which one matched. Names are never matched. See customer 360.
What has to be true
The checks run in this order, and the first one that fails stops everything — nothing is prepared, nothing is recorded, and nothing is sent.
| Check | What must be true | What you see when it fails |
|---|---|---|
| The feature | this store's carts are switched on for the installation | Abandoned carts are off for this store. |
| The reply window | the conversation can take a free-form message right now | This conversation can't receive a free-form message now… |
| Promotional consent | the shopper granted consent to promotional messages | Abandoned carts are off for this store. — the same sentence |
| Your own pace | you have prepared fewer than 30 messages in the last hour | The store is limiting requests. Try again in a moment. |
| The cart | still this contact's, still abandoned, less than 30 days old | This cart was completed or has expired. Nothing was prepared. |
| The link | the store's checkout link passes the host check | The store's recovery link isn't safe to send. Nothing was prepared. |
| The cooldown | no recovery message was sent for this cart in the last 24 hours | A recovery message for this cart was sent recently. |
Two of these deserve their own paragraph.
The reply window is WhatsApp's, not ours. A recovery message is an ordinary message you type, so it needs an open window like any other reply. Outside it nothing is prepared, and the right move is an approved template, not a recovery message. See the WhatsApp 24-hour window and WhatsApp templates.
A recovery message is marketing, whoever presses Send. A shopper writing to you about a delivery has opened a service window; they have not agreed to be pitched the basket they walked away from. So a recovery message needs a recorded grant of promotional consent, and the absence of any record is not a grant. Note that a missing grant and a switched-off feature produce the same sentence on screen, which is the single most confusing thing about this feature.
Prepared, sent, and the cooldown
These are three different states and the panel keeps them apart.
| State | What it means | What the panel says |
|---|---|---|
| Prepared | the message is in your reply box; nothing has gone out | Recovery message prepared …, not sent yet |
| Sent | an outgoing message in that conversation carried the prepared link | Recovery message sent … |
| Cooling down | a message was sent for this cart less than 24 hours ago | Another recovery message is possible … |
A prepared message that you never send stays prepared forever. No cooldown starts, and nothing counts as outreach.
Sending is recognised by the link, not by the button. The message counts as sent when an outgoing, non-private message in that conversation contains the exact link the recovery message was prepared with, within 24 hours of preparing it. Delete or shorten that link while editing and the message is never recorded as a recovery message: no cooldown starts, and it never appears in commerce analytics as a messaged cart. If the channel then refuses the message, the record is marked failed and stops counting towards the cooldown, so a later attempt is possible.
The cooldown is 24 hours unless whoever runs your installation has set a different number. During it, the Prepare recovery message button is replaced by Prepare anyway — and only for administrators. An agent sees no button at all until the cooldown ends. Each override is recorded against the message and in the audit trail.
Who can do what
| Action | Who |
|---|---|
| See the recovery queue in Settings → Commerce | administrator |
| See a contact's carts and prepare a message | any agent who can see the conversation |
| Prepare a second message during the cooldown | administrator |
| Switch carts on for a platform | nobody in your account — see below |
Limits
- Abandoned-cart recovery is not in production on any platform. Salla, Zid, Shopify and Store Syria can all report a cart, but each is held until its carts are verified against a live store, and the hold is in code — no account setting and no super-admin switch releases it on its own. In practice the Abandoned carts section does not appear in Settings → Commerce, no cart appears in a conversation, and Prepare recovery message is not reachable. What each platform supports is the reference.
- WooCommerce has no abandoned carts at all, held or otherwise: WooCommerce offers no merchant-wide abandoned-cart API.
- The "Cart abandoned" automation trigger is offered but cannot fire. It appears in the rule editor
alongside the order triggers, and you can build and save a rule on it, but no rule will ever run, for two
independent reasons. First, only Zid deliveries feed the cart lifecycle at all — a Salla, Shopify or Store
Syria cart notification only refreshes the cached view and records nothing. Second, the lifecycle refuses to
record a transition at all unless that store's carts are switched on, which is the hold described above. Your
account already knows this: the automation vocabulary reports the trigger as unavailable with the reason
recovery_unavailable. The rule editor does not read that, so it offers the trigger anyway. Do not build a process on it. See automation rules. - There is no abandoned-cart campaign and no bulk recovery. One cart, one conversation, one message, sent by a person.
- Lynomia Chat never decides that a cart is abandoned. There is no inactivity timer. Abandonment is the store's word, which is why a store outage produces silence rather than a wave of false abandonments.
- Recovered is not recovery. A completed checkout after a message proves the order of two timestamps, not that your message caused it. Commerce analytics keeps the two readings side by side on purpose.
Related
- What connecting a store gives you
- What each platform supports
- Commerce analytics
- Customer 360
- The WhatsApp 24-hour window
- Connect Zid
If it does not work
There is no Abandoned carts section in Settings → Commerce. No connected store offers carts on this installation. That is the normal state today, and there is no setting in your account that changes it.
A cart is in the queue but the conversation shows no carts. The queue lists a store's carts; the conversation shows only the carts it can tie to that contact by a linked store customer, the conversation's verified phone, or its verified email. It also shows at most five, only abandoned ones, and only ones less than 30 days old.
Prepare says "Abandoned carts are off for this store" and I know they are on. That sentence covers a second cause: this shopper has no recorded grant of promotional consent, or withdrew it, or their number is suppressed for promotional messages.
I sent the message but the panel still says "not sent yet". The link decides. Either the link was changed or removed while you were editing, or more than 24 hours passed between preparing and sending.
My "Cart abandoned" rule has never run. It cannot. See Limits.