Feature Overview
The Abandoned Carts feature shows you a dynamic list of customer carts that were started but not completed, and the ability to send retargeting emails to those specific customers prompting them to complete their order.
If you don't currently have access to this tab, some backend setup may be required in order to activate it for your account. Please reach out to our Client Experience team for more information.
Abandoned carts are accessible in the Orders tab:
Cart Details
The abandoned carts list shows you the following details on every abandoned cart:
Date and time of abandoned cart
Customer name
Last order amount and date
# of items in the abandoned cart
Total $ value of the cart
Which Recovery Email they’ve received (if any)
The recovery status
Order Recovery Email Copy
The top of the abandoned carts page shows the three email templates that you can choose between when sending emails. If no template copy is entered, this part of the page will be blank. Copy will need to be provided in order for emails to be successfully sent.
The copy for these can be managed in settings > transactional emails
Sending Order Recovery Emails
Select the customers you’d like to send a recovery email to, select “Choose an action” and choose the email you’d like to send. See below for important caveats for wineries selling via Allocation.
When your customer receives the email, if they click "View My Cart" it will automatically log them in and will either take them to their cart (if you have an open cart,) or drop them into their allocation if the allocation is active.
Email sample:
Allocation Communication Strategy
If you are running an allocation offer, there are a few ways you could fold these recovery emails into your communication strategy:
Send recovery emails prior to a mid-release email campaign boost
Send recovery emails towards the tail end of your offer window, to mop up any remaining orders before you grant wish requests*
*Important note: don't send recovery emails after your release closes. Abandoned carts from closed allocations will still show in the list, but the carts won't be buyable unless you have an open cart shop page on your site.
Before sending any recovery emails, double check that the dates in the customer's Group Allocation Timeline still allow for the products to be purchased.
You may wish to archive any old abandoned carts before sending a round of re-targeting emails to avoid accidentally sending un-actionable emails.
Lastly, some clients choose to followup with customers individually outside of the tool, using the Abandoned Carts list as more of a report.
Abandoned Cart Filtering Logic
In order for this list to be relevant and actionable, the page only includes abandoned carts:
If there is still sufficient stock available for purchase*
If the customer is opted into emails
If the customer has a shipping address that you ship to
If the customer hasn't placed a followup order after abandoning the cart (within 30 days)
If the customer hasn't received retargeting for previous abandoned carts in the past 45 days
Only the first abandoned cart, if two were created by the same customer
*As mentioned above, abandoned carts from allocations will show in the abandoned cart page if there is stock available, but they aren't purchasable if the allocation is closed and the Group Timeline Date has expired.