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How to recover customers still on the checkout page

Cancellation — or abandonment of a purchase — is a reality in the life of Digital creators. 

There are many reasons for this. People who don’t have a bank account, insufficient balance on their credit card, customers who don't have a credit card and can't buy, and customers who don't have financial consistency, among others. 

So, keep reading this article to learn how to recover customers with Hotmart's sales recovery solutions. 

Automatic Sales Recovery Tool

When a customer tries to purchase a product in installment payments, and/or due to a problem with their credit card, such as an insufficient limit, the purchase cannot be completed. What happens? 

The sale would be lost without the Automatic Sales Recovery Tool. However, with it enabled, you have chances of recovering sales in this situation! And best of all, the process is 100% automated. 

In other words, you won’t need to set up the solution with every sale, because Hotmart does that for you. 

This is how it works: to prevent the sale from being lost, our system will create a new transaction to charge monthly amounts from the buyer. This is done in a recurring format.

Setting up the tool

There are two ways to have the Automatic Sales Recovery Tool work for you:

  1. The Automatic Sales Recovery Tool is enabled without the creator needing to perform any action. This happens for most creators and all new products created at Hotmart. 
  2. You need to set it up (it only takes a few minutes). After setting it up, it will work automatically whenever the customer tries to make the purchase in installments, or if a problem with the payment is identified.


  • The tool is only available for products sold in Brazilian Real (BRL), Mexican Peso (MXN), Chilean Peso (CLP), Peruvian Sol (PEN) and Colombian Peso (COP), which offer the installment plan option. In other words, it doesn’t apply to subscription products, nor to cash purchases.
  • It’s possible to withdraw only the installments the buyer has already paid
  • You will be responsible for taking the risks of possible defaults, since the payment of the installments — which haven’t been paid yet — may not occur for various reasons.
  • You are free to determine which cases can be applied to the tool, according to the number of installments the person chooses at the time of purchase. You can also choose to reactivate the tool with each new price you create for your product.
  • Buyers may only request a refund within the warranty period, which refers to the first payment made. It’s also important to add this information on your sales page or checkout page.

In addition, the tool is applied to the following payment methods:

  • Credit Card
  • Caixa Virtual Card (credit modality)
  • PayPal
  • Samsung Pay
  • Google Pay
  • Hotmart account

Learn more about the Automatic Sales Recovery Tool


Sales Recovery Tool using Installment Payments with Bank Payment Slips or PIX

Imagine the following scenarios: a customer tries to make a purchase of a product and cannot pay cash for it; or, in another case, doesn’t have a credit card. Therefore, the purchase is not completed. 

In these cases, both the creator and the buyer lose. The creator loses because the sale wasn’t made. The potential buyer also loses: because he or she won’t have access to the product that he or she wanted so badly. 

However, by enabling the Sales Recovery Tool using Installment Payments with Bank Payment Slips or PIX, you have the chance to supplement the recovery of lost sales. 

What about those people that you were unable to recover when you activated the Automatic Sales Recovery Tool? Well! To try to recover them, just use the Installment Payments with Bank Payment Slips or PIX in your strategy.  

The Installment Payments with Bank Payment Slips or PIX are alternatives for recovering sales of products with a single payment. In addition, by using this tool, your buyers can pay the price of your product in installments by using Payment Slips or PIX that will be paid monthly. 

To offer this additional payment option, you’ll only need to create an offer for this product, besides offering, at the end, payment in installments via Payment Slip or PIX. 

Below, learn how to enable the Recovery Tool:

  1. Go to Hotmart
  2. On the left side menu, click on Products > I’m a creator, and then select the product you wish to create the offer to include payment with Payment Slip in installments
  3. In the product’s settings, go to the Pricing and Offers menu
  4. When you select the Brazilian Real currency, the Installment Payments with Bank Payment Slips or PIX option will be available as a payment method
  5. Enter the price and the maximum number of installments
  6. Finally, read the text box carefully. Then confirm and save the offer.

Learn more about Sales Recovery via Installment Payments with Bank Payment Slips or PIX 

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