# Troubleshoot carts Source: https://support.storeconnect.com/articles/troubleshoot-carts ยท Last modified 21 August 2026 ## Large numbers of empty cart records in Salesforce This is expected. Every webstore visitor generates a cart record, and 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` โ€” 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. See [Process empty and abandoned carts](abandoned-carts). ## Carts are not being marked as abandoned Check all of the following: 1. The cart's **Source** is `web`. 2. The cart's **Status** is one of `customer`, `shipping`, `terms_and_conditions`, `payment`, or `failed`. 3. The **Abandoned** checkbox is not already selected. 4. The cart has been idle for at least the number of hours set in the `cart_abandoned_hours` store variable (default 10 hours). 5. The cart has at least one **Cart Item**. Carts without items are deleted, not marked as abandoned. See [Review carts and generate cart reports](review-carts-and-generate-cart-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. See [Review carts and generate cart reports](review-carts-and-generate-cart-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. 1. Go to the **Carts** list. 2. Search by the customer's **Contact** or **Checkout Email** to locate their previous cart records. 3. If the cart was marked as abandoned, an admin can clear the **Abandoned** checkbox 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. See [Manage multiple carts per customer](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 cleans up older carts that meet the eligibility criteria. See [Cart to order conversion](cart-to-order-conversion). ## An order was not created after payment 1. Check whether the cart's **Status** is `paid` and the **Order** field is blank. If so, this is a failed conversion โ€” see [Cart to order conversion](cart-to-order-conversion) for next steps. 2. 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 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 1. Open the cart record in Salesforce and check the **Status** field. 2. If the status is `quotation_requested` but the **Order** field is blank, the quotation processing may have encountered an error. 3. Escalate to technical support with the cart record name and any error information available. See [Cart to order conversion](cart-to-order-conversion). --- ## Follow StoreConnect - [Email Newsletter](https://getstoreconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://getstoreconnect.com/partners) - [News](https://getstoreconnect.com/articles/news) - [Events](https://getstoreconnect.com/articles/events) - [Feature Comparison](https://getstoreconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://getstoreconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS --- StoreConnect Support โ€” https://support.storeconnect.com/articles/troubleshoot-carts