# Abandoned Checkout Recovery

Remind customers who started checkout but didn't complete their booking

Canonical URL: https://www.naayya.com/help-center/abandoned-checkout-recovery
Category: payments
Last updated: 2026-09-19T00:00:00Z

# Abandoned Checkout Recovery

Abandoned checkout recovery sends a reminder email to customers who start checkout but do not complete their booking. The email gives them a way back to your studio's classes so they can continue.

## How it works

Naayya sends an email when an eligible checkout is at least three hours old and no more than 72 hours old. The email links to your studio's classes so the customer can complete their booking.

The system is smart about when to send emails:

- Waits at least three hours after checkout starts and stops considering it after 72 hours
- Sends at most one reminder for each checkout, with a 24-hour cooldown between abandoned-checkout emails to the same customer from the same studio
- Skips customers who completed a different purchase after abandoning
- Respects the customer's global marketing-email preference and studio unsubscribe choice

## Enable or disable

Abandoned checkout emails are enabled by default. To change this setting:

1. Go to **Admin** > **Settings** > **Booking**
2. In the **Payment** section, find **Abandoned checkout emails**
3. Toggle **Abandoned checkout emails** on or off
4. Changes save automatically

When disabled, no recovery emails are sent for your studio.

## What customers receive

The email includes:

- Your studio name and logo
- A reminder that they have an incomplete booking
- A button linking to your studio's classes
- An unsubscribe link for customers who prefer not to receive reminders

Customers can turn off marketing emails through **Account** > **Settings**. They can also use the unsubscribe link in the reminder email to stop these reminders from your studio.

## When emails are not sent

Recovery emails are automatically skipped when:

- The checkout is less than three hours old or more than 72 hours old
- Abandoned checkout emails are disabled for your studio
- The customer completed any purchase at your studio after the abandoned checkout
- The customer has turned off marketing emails or unsubscribed from your studio
- The booking or product is no longer available, or the price has changed
- A reminder was already sent for this checkout
- The customer already received a reminder from your studio in the last 24 hours

## Tips for better recovery

**Keep your class schedule updated**: The email links customers to your classes. Make sure your schedule is current so customers can find and book what they wanted.

**Respond quickly to inquiries**: Some customers abandon checkout because they have questions. Check your messages regularly and respond promptly.

**Review your checkout flow**: If you notice high abandonment rates, consider whether your product descriptions are clear and your checkout process is straightforward.