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Recover an abandoned checkout

This guide walks through recovering abandoned or incomplete checkouts — PIX generated but unpaid, declined cards, or buyers who left before paying. Read recover incomplete payments first for concepts.

Do not grant delivery until the sale is approved.

Part 1 — Find the incomplete attempt​

  1. Confirm you are in the correct business workspace.

[Screenshot: App header — correct business workspace selected.]

  1. Open Sales and widen the date range.

[Screenshot: Sales filters — date range extended for abandonment search.]

  1. Filter or search for incomplete, pending, declined, or PIX-generated statuses.

[Screenshot: Sales status filter — incomplete or PIX-generated selected.]

  1. Search by buyer email if provided by support.

[Screenshot: Sales search — buyer email with matching incomplete row.]

  1. Open the attempt and note checkout link, product, and offer.

[Screenshot: Sale detail — checkout link and offer for abandoned attempt.]

  1. Distinguish PIX generated (unpaid) from pending (payment submitted).

[Screenshot: PIX status — generated vs pending clearly visible.]

Part 2 — Contact and resend​

  1. Confirm buyer email and communication channel.

[Screenshot: Buyer contact — email from sale or support ticket.]

  1. Copy the original checkout link or funnel step URL.

[Screenshot: Checkout link copied — same link buyer started with.]

  1. Send recovery message with link and payment instructions (PIX or card).

[Screenshot: Recovery email — checkout link and payment steps included.]

  1. For PIX, explain generating QR is not the same as paying.

[Screenshot: Support message — PIX completion instructions for buyer.]

  1. For declined card, suggest alternate card or PIX if available.

[Screenshot: Support message — alternate payment method offered.]

Part 3 — Confirm completion​

  1. Ask buyer to complete payment and confirm email used at checkout.

[Screenshot: Buyer confirmation — email matches checkout entry.]

  1. Refresh Sales and search for new approved sale.

[Screenshot: Sales search — new approved sale for same buyer.]

  1. Confirm no duplicate approved sales for the same offer.

[Screenshot: Sales list — single approved sale, no duplicate charge.]

  1. Verify delivery or access after approval only.

[Screenshot: Delivery granted — access after approved status confirmed.]

  1. Optional: configure webhooks for abandonment automations.

[Screenshot: Webhook events — cart abandoned or PIX-generated events reviewed.]

Incomplete payment cheat sheet​

StatusBuyer stateRecovery action
PIX generatedStarted PIX, did not payResend link; explain complete payment in bank app
PendingPayment submittedWait; recheck before second charge
DeclinedCard rejectedResend link; try other method
No recordWrong link or emailReconfirm checkout URL and workspace

Common mistakes​

  • Granting access on PIX generated status.
  • Sending a different checkout link than the original campaign.
  • Creating duplicate charges without checking pending status.
  • Blaming campaign attribution before confirming payment completion.

FAQ​

Should I use webhooks for abandonment?

Yes, with care. Fire automations on the right events — do not grant access on PIX generated alone. See webhooks.

Where do abandoned checkouts appear?