# FAQ

## How requests are authenticated ?

You must send your authentication key in HTTP header as 'x-auth-key’

## How is a cart deemed abandoned?

An abandoned cart is a cart with no order associated with it. Timing start from the last cart update.

## How are Carts and Orders are linked together?

Carts and orders are linked with accountId, that is why it is very important to use the same Id. We strongly recommend to use the email address as accountId.

## When should the carts be pushed?

Every time a cart is created or updated and an accountId is available.

Cart update is made when an item is added or removed in the cart, or when customer information is created or updated.

## What is the ‘data live tracking’ and how to implement it?

‘Data live tracking’ is the ability to track field by field the visitors on a checkout form. For each completed field you send us the information. With this method you are able to track more abandoned carts, before they clicks on 'Submit'. [Find here a code example](https://drive.google.com/file/d/0B2V0KtuLTwBVYXdpX2tGeWNoQjA/view)

## How can payment failures be handled?

With Carts Guru you can define rules to recover your payment failure carts. The informations will be sent with the orders. Using a payment failed status, you can create a specific label that you will be able to match to our rules.

## What is the ‘recover url’ ?

Check out [this post](http://help.carts.guru/general/faq/what-is-direct-cart-link) to know more about the recover url.

Structure of url should be a combination with the id of the cart and a token for security, example:

> [https://domain.com/?cartsguru\_action=recover-cart\&cartsguru\_cart\_id=3292943\&cartsguru\_cart\_token=45529782-58af-47e8-88eb-8fe865bb2320\
> ](https://domain.com/?cartsguru_action=recover-cart\&cartsguru_cart_id=3292943\&cartsguru_cart_token=45529782-58af-47e8-88eb-8fe865bb2320)

**cartsguru\_cart\_id** is the unique id of the cart

cartsguru\_cart\_token is the security token to retrieve the cart

(Both variables are just here as example.)

## What if your shopping cart does not store payment failure as orders

Not a big deal, you can fake the push order. It's like a push order with status "failed" for id you can use the id of the cart and append 'failed' to the id (something like : "1110000-failed")

Usage of the order status

By updating the order status, you can make sure that:

Cancelled or refunded orders will be sent to Carts Guru to make sure that no commission is earned by Carts Guru for a refunded recovered shopping cart.

If you are using ‘wire transfer’ payment method or any other indirect method, you can define rules for orders even after a few days if payment is yet to be received.

## Can I become who I want to be?

That's a tough question but thankfully, our team is on it. Please bear with us while we're investigating.

## Need guidance? We’re here to help!
