Large numbers of empty cart records in Salesforce
This is expected. Every webstore visitor generates a cart record. The abandoned cart job deletes empty carts automatically. Check:
- The abandoned cart job is scheduled and has run recently.
- The carts have a Source of web (only web carts are processed).
- The carts have a Status that can be abandoned (customer, shipping, terms_and_conditions, payment, or failed). Carts in open status are not processed.
- The cart_abandoned_hours Store Variable is not set to an unusually high value.
Process empty and abandoned carts
Carts are not being marked as abandoned
Check all of the following:
- The cart's Source must be web.
- The cart's Status must be one of: customer, shipping, terms_and_conditions, payment, or failed.
- The Abandoned checkbox must not already be selected.
- The cart must have been idle for at least the number of hours set in the cart_abandoned_hours Store Variable (default 10 hours).
- The cart must have at least one Cart Item. Carts without items are deleted, not marked as abandoned.
Review carts and generate reports
POS carts are not being marked as abandoned
This is expected. POS carts are excluded from the abandoned cart job by design. Only web carts are eligible. To manage POS carts, review and delete them manually as needed.
Review carts and generate reports
A customer's cart was empty when they returned
The most likely cause is cleared browser cookies. The original Cart record still exists in Salesforce.
- Navigate to the Carts tab.
- Search by the customer's Contact or Checkout Email to locate their previous cart records.
- If the cart was marked as abandoned, an admin can remove the flag manually.
A customer on a different device cannot see their cart
Cart sessions are browser-specific — the session token (cookie) is not shared across devices. If the customer is logged in on both devices, their carts are linked to their Contact record and visible in the account profile cart list, but the active cart in each browser is determined by that browser's cookie independently.
Manage multiple carts per customer
Multiple cart records exist for the same customer
This is normal. A new cart is created each time no valid session token is found. Common causes include different devices, different browsers, cleared cookies, or incognito sessions. The abandoned cart job will clean up older carts that meet eligibility criteria.
An order was not created after payment
- Check whether the cart's Status is paid and the Order field is blank. If so, this is a failed conversion — see Part 5 for next steps.
- If the cart's status is payment_processing, payment may still be in progress. Wait for the payment provider to respond before escalating.
The contact or account is blank on the order
The original cart was likely a guest checkout (the customer was not logged in). In this case, blank Contact and Account fields on both the cart and the order are expected. The Checkout Email and Checkout Phone fields will still contain the values the customer entered during checkout.
A customer wants to edit a cart after a quotation has been requested
This is not possible. Once a cart reaches quotation_requested status, it is immutable. The customer must create a new cart and submit a new quotation request if changes are needed.
No order was created after a quotation request
- Open the Cart record in Salesforce and check the Status field.
- If the status is quotation_requested but the Order field is blank, the quotation processing may have encountered an error.
- Escalate to technical support with the Cart record name and any error information available.