Mirrored orders and abandoned carts

The Orders tab shows the sales the CRM mirrors from your platform, always with the source and the moment they were read, and opens the items of each order. The Abandoned carts tab shows how many carts were left behind, how many were recovered, the recovery rate and the revenue that came back.

These two tabs answer the questions a retail operation asks every day: what was sold, and what almost was. They sit under Retail in the side menu, and they require the Retail vertical to be on.

The Orders tab

The table has six columns: Order, Channel, Total, Status, Source and Read at. The Total already comes formatted in the order's own currency, so a store selling in more than one currency never sees numbers added together improperly. Source says which system the order came from, and Read at says when it was read from there. Those two columns exist because the CRM does not own the order: without them, the number would look as if it had been calculated here, and nobody would know whether it is stale.

1. Open Retail and stay on the Orders tab.
2. To filter, type the status in the Status field. Leaving it blank shows All statuses.
3. Click the order number to open Order items, with the columns Item, SKU, Quantity and Total.
4. Click the same number again to close it.

When the order has a customer linked, opening the order also opens the customer panel just below, with identities, trust, household and preferences. When the list is empty, the screen says No order mirrored yet, which almost always means the sync with the store has not brought anything in yet, not that something went wrong.

Why an order never appears twice

Store platforms resend notifications. The same order arrives twice, or arrives out of order, with the old version after the new one. The mirror keeps which source the order came from, what its identifier is out there and which version has already been seen. A repeated or late notification simply does nothing, instead of creating a second order or overwriting the newer state with an older one. That is why the list does not fill up with duplicates on a peak day.

The Abandoned carts tab

At the top there are four cards: Abandoned, Recovered, Recovery rate and Recovered revenue. They appear together on purpose. Abandonment volume on its own decides nothing, because every ecommerce business has a lot of it; what decides whether a recovery effort is worth building is the rate, next to the revenue that actually came back.

Below the cards, the list shows Value, Items, Reason, Abandoned at and Source. A cart enters that list when it has been active too long with no activity at all: past the inactivity threshold, it is marked as abandoned. When a purchase converts that cart, it starts counting as recovered, along with the amount the purchase brought back, and that is how the rate and the recovered revenue are formed.

Limits and common questions

• Both tabs are read only. You do not edit, cancel or refund an order here: that stays in your sales platform.
• The order Total is what the platform reported. A discrepancy in the amount is resolved at the source, and the CRM reflects it on the next read.
• A cart with no reason recorded shows a dash in the Reason column: not every platform reports why a cart was abandoned.
• If the Read at column is very old, the problem is the sync with the store, not the screen.
• Without the Retail vertical on, the screen shows the vertical is off notice instead of the tabs.

Open this article inside the system →