Set up abandoned-cart reminders

Switch reminders on, choose the channels, the timing and an optional coupon, and know exactly what customers receive.

Where to find itMarketing ToolsAbandoned cartsSend abandoned-cart reminders

Before you start

Included from the Growth plan. WhatsApp reminders also need the WhatsApp store, included from the Scale plan and an add-on below it.

Plan

Growth

Needs

Included with the plan

Who can use this

Shop owner

Reminders are off until the shop owner switches them on.

The reminder settings with the switch, channels, number of reminders, delay, coupon, minimum cart value and the ordered-since tick box numbered

Before reminders can go out

Each line shows a tick or a cross.

Line	What to do
A website checkout (reminders are about carts started on your website)	Your shop needs a website
The checkout box collects marketing consent	Choose the channels the checkout box covers on Marketing consent
WhatsApp connected with the reminder templates named	Select WhatsApp beside it, connect, and set the reminder templates. Without the add-on the line reads "WhatsApp reminders need the WhatsApp add-on; reminders go by e-mail."
Shop e-mails are on	You have no switch for this: ask support if it shows a cross

Reminders go only to customers who ticked the "send me offers" box at checkout, on the channels it names, and never to anyone who unsubscribed. Nothing is sent in your quiet hours, set on the Marketing consent page. A customer gets at most one marketing message per channel within the number of hours the checklist shows.

Switch reminders on
1. Turn on Send abandoned-cart reminders. Checkouts last visited before that are not reminded.
Put the channels in order
1. Under Channels, in order, choose WhatsApp, Email or None in each box. It starts as WhatsApp, then Email. Each reminder goes by the first channel that can reach the customer.
SMS is offered only once the checkout box collects SMS consent. If you choose it, tick My SMS sender is registered for promotional messages with my SMS provider. Your SMS gateway must also be able to carry marketing texts.
Choose how many and when
1. How many: 1 or 2. It starts at 2.
2. First, after the customer leaves: 30 minutes, or 1, 2, 4, 12 or 24 hours. Second, after the customer leaves: 24, 36, 48 or 72 hours. They start at 1 hour and 24 hours.
Both are timed from the customer's last visit to the checkout. The second must come at least the checklist's number of hours after the first, or saving is refused.
Add a coupon, if you want one
1. Coupon in the second reminder: the code of an existing, active coupon. Only the second reminder carries it. It is checked again before sending; if it has expired, been used up or been switched off, the reminder goes without it.
Set the limits and save
1. Minimum cart value: carts below it are not reminded. 0 means any cart.
2. Do not remind customers who placed any order since (app, website or shop) is ticked to start with.
Select Save. The page answers "Saved."

What the customer receives

Channel	Message
WhatsApp	Your approved reminder template, filled in with the customer's first name, shop name, cart items, total, link and coupon code
Email	Subject "You left something in your cart at (shop)", then "Your cart at (shop) is still waiting" for the second. It has the items, the total, a Complete your order button and the coupon code
SMS	A short text with the items, the total, the link and the coupon code

Every message has an unsubscribe link. Unavailable products are left out; a cart with none left is not reminded. A WhatsApp reminder rejected after sending is not sent again by e-mail.

When reminders stop

The customer places the order.
The checkout link runs out, 7 days after the checkout began.
You switch reminders off: everything scheduled is cleared.

A cart that could not be reminded is tried again if the customer visits the checkout later; the reason is on its timeline. Save messages are in Troubleshooting.

Before reminders can go out

Each line shows a tick or a cross.

Line

What to do

A website checkout (reminders are about carts started on your website)

Your shop needs a website

The checkout box collects marketing consent

Choose the channels the checkout box covers on Marketing consent

WhatsApp connected with the reminder templates named

Select WhatsApp beside it, connect, and set the reminder templates. Without the add-on the line reads "WhatsApp reminders need the WhatsApp add-on; reminders go by e-mail."

Shop e-mails are on

You have no switch for this: ask support if it shows a cross

Switch reminders on

Turn on Send abandoned-cart reminders. Checkouts last visited before that are not reminded.

Put the channels in order

Under Channels, in order, choose WhatsApp, Email or None in each box. It starts as WhatsApp, then Email. Each reminder goes by the first channel that can reach the customer.

SMS is offered only once the checkout box collects SMS consent. If you choose it, tick My SMS sender is registered for promotional messages with my SMS provider. Your SMS gateway must also be able to carry marketing texts.

Choose how many and when

How many: 1 or 2. It starts at 2.
First, after the customer leaves: 30 minutes, or 1, 2, 4, 12 or 24 hours. Second, after the customer leaves: 24, 36, 48 or 72 hours. They start at 1 hour and 24 hours.

Both are timed from the customer's last visit to the checkout. The second must come at least the checklist's number of hours after the first, or saving is refused.

Add a coupon, if you want one

Coupon in the second reminder: the code of an existing, active coupon. Only the second reminder carries it. It is checked again before sending; if it has expired, been used up or been switched off, the reminder goes without it.

Set the limits and save

Minimum cart value: carts below it are not reminded. 0 means any cart.
Do not remind customers who placed any order since (app, website or shop) is ticked to start with.

Select Save. The page answers "Saved."

What the customer receives

Channel

Message

Your approved reminder template, filled in with the customer's first name, shop name, cart items, total, link and coupon code

Subject "You left something in your cart at (shop)", then "Your cart at (shop) is still waiting" for the second. It has the items, the total, a Complete your order button and the coupon code

SMS

A short text with the items, the total, the link and the coupon code

Every message has an unsubscribe link. Unavailable products are left out; a cart with none left is not reminded. A WhatsApp reminder rejected after sending is not sent again by e-mail.

When reminders stop

The customer places the order.

The checkout link runs out, 7 days after the checkout began.

You switch reminders off: everything scheduled is cleared.

A cart that could not be reminded is tried again if the customer visits the checkout later; the reason is on its timeline. Save messages are in Troubleshooting.