What happens when someone starts registering but does not pay?
Families who start but don't pay get up to three reminders with a Finish checking out button. Turn this on or off on Marketing > Emails.
When a family types in their email and goes to the payment page for a competition but never pays, that is an unfinished checkout. NinjaHQ keeps these out of your roster and follows up by email.
Before you begin
- Only owners can change the setting.
- This also covers camps, parties, shop orders and memberships, not only competitions.
Steps
See how it is going
- Open Emails and find the Abandoned checkout emails card.
- Pick 30 days, 90 days or 12 months. The table shows, for competition registrations and the other kinds: how many were abandoned, how many were emailed, how many clicked, how many bought after clicking, how many bought later without a click, the revenue recovered and the recovery rate.
Turn it on or off
- On the same card tick or untick Send abandoned checkout emails.
- Tick Only to people who said yes to news (stricter; fewer reminders) if you only want to remind people who agreed to hear from you.
- Press Save.
What you'll see
- A checkout counts as unfinished when the family gave their email, went to Stripe and had not paid within an hour.
- The family gets a reminder after 1 hour and 24 hours, and a third after 72 hours for competitions, camps and parties that are still to come. Each has one button, Finish checking out.
- The button checks that the spot is still free and opens a fresh payment page for exactly what they chose.
- Reminders stop as soon as they pay, unsubscribe or start another cart.
- The emails carry an unsubscribe link and your address.
- A sale counts as recovered when it is paid within 7 days of the last reminder.
On the competition page, the unfinished attempt is not listed in the roster. If you open an athlete directly, the page says "Unfinished checkout: never paid".
Troubleshooting
The family says they paid but are not in the roster. Check your Stripe dashboard. If the payment is there, add them with + Add a registration and choose Paid at the gym, or contact support.
A family asks why they got the email. They started a registration with their email and did not finish. They can unsubscribe with the link at the bottom.
Questions
Why does an unpaid athlete not show in my Registrations grid?
The grid only lists registrations that were paid or added by you. A checkout that never finished is left out so the list is not cluttered with duplicates, and the family is reminded by email instead.
Do the reminders include a discount?
No. The email only has a button back to checkout.
Can the family still pay if the competition filled up?
The button checks again that the spot is still available before it opens the payment page.