Some shoppers start checkout and leave. Why it happens in Bangladesh, how to reach them politely, what to say, and how to fix the causes so fewer people leave.
A shopper picks a product, chooses a size, starts checkout, and disappears. It happens in every online store. The good news is that someone who reached checkout was seriously interested. A polite, well-timed follow-up often brings them back, and their reasons for leaving show you what to fix.
Why Bangladeshi shoppers abandon checkout
Common reasons:
- The delivery charge surprised them. They expected less, or didn't know about it until the end.
- A question went unanswered. Size, fabric, delivery time, "can I check before paying?"
- Slow or unstable connection. Mobile data dropped mid-checkout.
- They were comparing. They're checking the same item on Facebook or a marketplace.
- Payment hesitation. They wanted COD but weren't sure it was available, or wanted to pay online and didn't see their method.
- Distraction. A call, a bus stop, a child. Life happens.
Where to find abandoned checkouts
The Multipurc Learning Center describes an Abandoned Checkouts view under Orders, listing shoppers who added items and started checkout without completing it, with contact details, cart items and timestamps. Menu names can change with updates, so check the Learning Center if you don't see it where expected.
Review the list once or twice a day.
How to follow up (politely)
Timing
- Within a few hours is best, while they still remember.
- Not late at night, and avoid prayer times and iftar during Ramadan.
- Once, maybe twice. Repeated chasing feels like harassment.
Channel
- Phone call: the most effective in Bangladesh, and you can answer questions live.
- SMS: good for a short reminder. SMS plugins (BD Bulk SMS, BulkSMSBD) are available on all plans; gateway costs apply.
- WhatsApp: friendly and lets you send the product link and photos. Use your business number.
What to say
Call script > "Assalamu alaikum, this is [Name] from [Shop]. I saw you were looking at the [product] on our website. Did you have any question about size or delivery? I'm happy to help."
Listen. If they have a question, answer it, and offer to complete the order for them or send the link.
SMS > [Shop]: Your [product] is still in your cart. Questions about size or delivery? Call 01XXXXXXXXX. Order here: [link]
WhatsApp > Hi [Name], this is [Shop]. You were checking out the [product]. It's still available in [size]. Any questions? Here's the link: [link]
What not to do
- Don't guilt-trip ("Why didn't you order?").
- Don't offer a discount on every follow-up; people learn to abandon on purpose.
- Don't keep messaging someone who says no.
- Don't add them to promotional lists without permission.
Should you offer a coupon?
Sometimes a small incentive tips the balance, especially for first-time buyers. The Learning Center suggests a limited-time coupon as an option. Use it selectively:
- Only for first-time shoppers, or high-value carts
- Small and time-limited
- Coupons require the Marketing plugin (Pro and Elite per the pricing page)
Often, answering the question is enough; no discount needed.
Fix the causes: prevention beats recovery
Track the reasons you hear for a month. Then fix them:
| Reason | Fix | |---|---| | Delivery charge surprise | Show charges on product pages; set clear Shipping → Zones | | Size doubts | Add size charts in inches; model height and size | | "Is COD available?" | State it on product pages and the checkout area | | Wanted to pay online | Configure SSLCommerz for card and mobile banking | | Slow loading | Compress images; use WEBP | | Trust doubts | Visible phone number, address, return policy, genuine reviews | | Quick questions | Phone/WhatsApp visible; Live Chat buttons on Pro/Elite |
Measure it
Keep a simple weekly log:
- Abandoned checkouts
- Followed up
- Recovered (ordered after follow-up)
- Top three reasons
If your recovery rate is good but abandonment stays high, focus on prevention. If both are low, improve your follow-up script and timing.
Respect privacy
People shared their phone number to place an order. Use it only for that purpose and a reasonable follow-up. Mention in your privacy policy that you may contact shoppers about incomplete orders.
Summary
Abandoned checkouts are warm leads. Review them daily, follow up once with a helpful call or message, answer questions instead of pushing discounts, and fix the reasons people leave.