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Build a journey for Abandoned Checkout recovery

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Overview

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Create the journey

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Step 1: Set the trigger

1. Navigate to Journeys > Create journey
2. Name your journey: “Abandoned Checkout Recovery”
3. Set trigger to: Event-based > Cart Abandoned
4. Configure the time window (e.g., 30 minutes after abandonment)

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Step 2: Add journey steps

1. Add a Message step
2. Select your message template
3. Personalize with customer and cart data
4. Include a link back to their cart

1. Add a Delay of 24 hours
2. Add another Message step
3. Consider offering a discount or incentive
4. Urgency messaging to encourage completion

1. Add another Delay of 24 hours
2. Add a final Message step
3. Last chance messaging
4. Exit condition: If purchase completed, exit journey

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Step 3: Configure exit conditions

• Customer completes purchase
• Customer unsubscribes
• Maximum journey time reached

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Best practices

• Timing: Don’t send too many messages too quickly
• Personalization: Include cart items and customer name
• Incentives: Consider discounts for second or third messages
• Urgency: Create a sense of urgency with limited-time offers
• Testing: Test your journey before activating

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Measuring success

• Recovery rate: Percentage of abandoned carts recovered
• Revenue recovered: Total sales from recovered carts
• Message performance: Open rates and click-through rates

• Journeys overview →
• Build a journey to thank customers post-purchase →