Learn / Automations

How to recover an abandoned checkout

Somebody entered payment details and stopped. Shorter waits than an abandoned cart, because they were further along and the reason is more likely a problem you can fix than a change of mind.

The workflow

1. 1Delay: 30 min
2. 2Goal: Completed the order
3. 3Send email: no campaign chosen yet
4. 4Delay: 20 hours, held to 10:00 their time
5. 5Goal: Completed the order
6. 6Send email: no campaign chosen yet
7. 7Exit flow

Before you start

Different from an abandoned cart and worth its own flow. Somebody who reached the payment screen had decided to buy, so the reason they stopped is more often a declined card, a shipping cost they had not expected, or a form that broke on their phone. Write the first email as help rather than as a sales push, and the waits are shorter because the intent is fresher.

You will need: a connected store, two campaigns, a tag applied on purchase.

How to set it up

1. 1Connect your store, then choose the Abandoned checkout template.
2. 2Set the goal steps to the tag your store applies on a completed order.
3. 3Assign the first campaign. Offer help and repeat the total, including shipping.
4. 4Assign the second. This is the one that can carry an incentive.
5. 5Activate, then abandon a checkout yourself and confirm the first email arrives and the second does not once you complete it.

What goes wrong

• Reusing your abandoned cart emails. Somebody who entered card details and stopped is a different person from somebody who browsed and left, and the same copy insults one of them.
• No purchase tag, which leaves the goal inert and chases people who already completed the order.