An abandoned cart occurs when:

• a prospective buyer opens a Digistore24 order form,
• enters customer data there (at least a valid email address, optionally e.g. name, phone number, address),
• but does not complete the checkout, i.e. does not click the Buy button.

In this case, Digistore24 stores the entered customer data as well as additional data about the product and the order form under Reports > Abandoned Carts. For customer data, only the fields that the prospective buyer actually filled in are stored.

The purpose of the feature is to turn checkout abandonments into sales.

By having Digistore24 record abandoned carts, you can:

• identify prospects who were just about to complete their purchase
• contact these prospects directly, for example by e-mail
• remove friction in the checkout process,, such as unanswered questions about the product
• create additional incentives, for example by:
  • discount codes
  • time-limited offers

Tip

You can organize and use data from prospects in different ways depending on your setup.

For example, you can:

• follow up manually,
• send the data automatically to external systems via an IPN integration and process it further there 
• automatically create tickets for abandoned carts in Digicalls24, which your sales team can then work on

Digistore24 only stores data from a prospective buyer if the following conditions are met:

Resellers

You sell your products via the US reseller Digistore24 Inc.

Prospective buyer’s country

The prospective buyer is located outside the European Union (EU).

Order form

This feature works with all order forms.

There is only one small exception with the Multi-Step Order Box (MSOB): If you use a MSOB, Digistore24 only stores the data if the MSOB has an additional step after entering customer data, for example: the payment step.

Providing the email address

The prospective buyer enters at least a valid email address on the order form.

If all of these conditions are met, Digistore24 automatically makes the prospective buyer’s data available to you under Reports > Abandoned Carts.

For an abandoned cart, the following information is stored in Digistore24:

Context data

• Date and time
• Product ID and product name
• Order form ID

Contact and address data

• Email address (required so the data is stored in Digistore24)
• Phone number
• Address
  • Name (e.g. first name, last name)
  • Street and house number
  • City
  • State
  • ZIP code (postal code)
  • any additional address fields from the order form

Marketing consent

• Newsletter opt-in (for example, whether the prospective buyer agreed to sign up for your newsletter)

Please note

Only data that the prospective buyer actually entered is stored.

Empty or skipped fields are not saved.

The following is not stored, for example:

• data from additional input fields
• the selected payment plan (e.g. installments vs. one-time-payment)

The term “Abandoned carts” may sound like a classic shopping cart feature. This is not the case:

• Digistore24 provides a separate feature that lets you embed a real shopping cart on your website (Digistore24 shopping cart).
• The Abandoned Carts feature described here, however, also applies to regular regular checkout flows on an order form - even if you do not use the Digistore24 shopping cart.
• If the conditions are met (US reseller, prospective buyer from outside the European Union (EU), email address entered), the "Abandoned Carts" feature is always active on the order form - regardless of whether you additionally use the shopping cart feature or not.

In short:

• Digistore24 shopping cart: lets buyers collect multiple products and send them to the checkout - this is a separate feature.
• Abandoned Carts: captures data from prospects who start the checkout on an order form but do not complete the purchase.

Open the list of abandoned carts

In the Vendor view, click on Reports > Abandoned Carts.

If abandoned carts are available for your account, you will now see a table with matching entries. Each row represents an abandoned cart and contains the corresponding data.

(Optional) Filter the abandoned carts table

Above the table, you can filter the entries that are displayed.

• You can specify a Start date and/or an End date.
• You can filter by the prospective buyer's email address.

Set the desired filters and click Search.

(Optional) Export the abandoned carts table as CSV

You can export the table as a CSV to, for example, process the data in another tool.

To do this, click CSV Export above the table and choose the desired format.

You now have insight into which products and order forms prospects abandoned and which data they left behind in each case.

Practical/common next steps:

• Contact prospects manually

  Use email address and, if available, the phone number to reach out to prospects directly - for example, to offer a discount code or an alternative payment option. You can also send them the link to a pre-filled order form.

• Transfer contacts to other tools (automatically) and continue processing them
  • Export the table as a CSV file and import the contacts into your email marketing tool or CRM so you can plan and document your follow-ups in a more structured way.
  • Even better: set up automated processes by sending the data via IPN to an external tool, and for example: configuring automatic follow-up sequences there.

• Optimize order form and offer

  Analyze for which products or order forms you see particularly many abandoned carts and look for optimization opportunities there (for example wording or pricing).

• Digicalls24: Set up a ticket trigger

  If you work with Digicalls24, you can have tickets for abandoned carts created automatically. This ensures your sales team follows up systematically and no valuable lead is missed.

1. In the Vendor view, click on Settings > Integrations (IPN) configuration configuration.
2. Click Add new connection to create a new IPN integration (e.g. preconfigured or generic) or edit an existing IPN integration.
3. When creating or editing the IPN integration, in the Send notifications for field, select the option Input of contact details on order forms.
4. Make any additional settings or changes you need.
5. Click Save.

By activating this option, the external, connected system receives an IPN notification if a prospective buyer enters customer data on the order form but does not complete the checkout. This allows you to process abandoned carts automatically.

Typical use cases for automation:

Automated follow-up emails

• Automatically add contacts to an email list
• start a follow-up sequence, for example:
  • a reminder about the abandoned checkout,
  • additional information about the product or terms,
  • optionally, a discount or goodwill offer.

Lead management in the CRM

• Create contacts as leads in the CRM,
• Tag leads with labels such as “Checkout started, purchase not completed,”
• assign them to a sales pipeline or a responsible team member.

Create sales or support tasks

• Automatically create tasks/tickets, for example:
  • “Call this prospect” (for high cart value),
  • “Check repeated abandonment” (when the same prospect repeatedly abandons the checkout),
  • “Manually follow up with important lead.”

Segmentation & Analysis

• Build segments such as:
  • “Purchase abandoned for product X”,
  • “Purchase abandoned multiple times during period Y.”
• Target these segments later with specific campaigns or evaluate them internally (for example, to optimize your order form, payment methods, or offer).

1. In the Vendor view, click on Settings > Manage sales teams.
2. Switch to the Ticket triggers tab.
3. Click Create ticket trigger to create a new trigger, or edit an existing ticket trigger.
4. In the For case types field, select the option Abandoned cart.
5. Make any additional settings or changes you need.
6. Click Save.

As soon as an abandoned cart is recorded in Digistore24, a ticket is automatically created in Digicalls24. Your sales team can then follow up systematically.

Typical use cases:

• Classic sales callback: A team member calls the prospect, answers any remaining questions, and guides them to complete the purchase.
• Prioritizing hot leads: High-ticket or strategically important products can be tracked more closely using a dedicated ticket trigger.