Abandoned checkout: SmartyTap docs

A shopper who reached checkout already wanted to buy. Something got in the way: a price question, a shipping cost, a phone call. An abandoned checkout flow catches them while the cart is still on their mind, and stops the moment they order.

Before you start

The Chargezen pixel must be on your store. It records when a shopper starts checkout.
Only known shoppers enter. The flow reaches shoppers SmartyTap can link to a customer, for example someone signed in or who typed their email at checkout. Anonymous visitors never enter.
Emails are marketing. Storefront flows send marketing email only, so customers need to have agreed to it.

Build the flow

Trigger

Create a workflow and choose Customer abandons checkout (the Checkout Started event). Each checkout starts the flow once.

Trigger filters (optional)

Filter on Checkout total or Currency, for example only checkouts over 30.

Re-entry

Keep Allow re-entry after a time period. It starts at 30 days; shorten it if your customers buy often.

Exit

Add the profile filter Placed order = 0 since starting this flow. It's checked before every step, so a shopper who buys leaves at once.

Wait, then email 1

Add a Time delay of a few hours, then an Email: the items, a link back to checkout, and an answer to the usual question (shipping, returns, sizing).

Wait, then email 2

Add a Time delay of 1 day and a second, shorter email. If you offer a discount, offer it here, not in the first email.

Turn it on

Preview, then Turn on workflow.

Example first email

Subject: You left something at checkout
Preview text: Your cart is saved. Here's what people ask before buying.
Body: The items, one sentence on shipping and returns, and a button back to checkout.
Footer: your mailing address and the unsubscribe link.

Split new and returning customers

Add a Conditional split on What someone has done > Placed order over all time. First-time shoppers may need reassurance (reviews, returns); returning customers just need the link.

FAQ

Abandoned cart or abandoned checkout?

Checkout shows stronger intent, and it's when SmartyTap usually knows the shopper's email. You can also start a flow on Added to Cart for known shoppers. Use one or the other for the same shopper, so they don't get both.

Does it stop if they buy?

Yes, with the Placed order = 0 since starting this flow profile filter. It's checked before every step.

How many reminders should I send?

Two is plenty for most stores. A third rarely adds sales and often adds unsubscribes.

Guides

On the product page

Learn more

Abandoned checkout