Verified facts
What happened
Verified fact: Shopify POS v11.14 allows authorized store staff to view items from an identified customer’s abandoned online checkout when the customer is looked up in POS.
Verified fact: Merchants must enable “View abandoned checkouts” under Shopify Admin settings for Users, Roles, POS Role(s), and Customers.
Verified fact: A cart can appear only when the customer is identified, has an email address, has an eligible abandoned checkout, and the POS session has location context.
Verified fact: Staff can see the products in the online cart, but not the customer’s browsing history. These details come from a single official Shopify Merchant Changelog claim.
Business relevance
Why it matters
The update gives store staff a way to use known online intent during an in-person interaction, such as helping with sizing or answering product questions.
For merchants with both online and physical sales, the feature could reduce the handoff between digital browsing and store assistance if customers are consistently identified across channels.