Cart Abandonment campaigns are designed to re-engage users who added items to their shopping cart but didn’t complete their purchase. These campaigns help recover potentially lost revenue by reminding users about the products they left behind—often with personalized messaging.
Trigger logic
Trigger conditions
The campaign is triggered when a user adds a product to their cart.
You can choose to trigger when:
- Any product is added to cart
- A product with a specific property is added (for example, from a certain category)
- A product without a specific property is added
Wait time
- Defines how long after the trigger the message is sent.
- A typical (and recommended) starting point is 3 hours.
You can adjust this time based on your particular industry needs, user behavior, or A/B test results.
Send to
You can send the campaign to:
- All users
- Specific audiences. For example, high spenders, frequent buyers, or users from a specific country.
Don't send if (cancel conditions)
By default, the campaign is canceled if the user:
- Purchases any product
- Starts a new session
You can customize the cancel conditions using any available event or filter from the dropdown in the campaign editor.
Handling multiple triggers and product grouping
A user can trigger a campaign multiple times across sessions. Here is some important information to help you handle these triggers:
- Wait time: Each new trigger resets the wait time. Only the latest trigger sends the message.
- Grouping: Reconnect intelligently groups items from across sessions into a single message.
- Include multiple Items in cart variables to enable grouping.
- If the user has fewer items in the cart then slots configured, the extra variables remain empty.
- Cart state maintenance: Reconnect maintains each user's cart state using the Add to Cart and Remove from Cart events.
- For better accuracy, implement the Sync Cart event to update the cart continuously across devices and sessions.
Message content configuration
Cart Abandonment campaigns support the following variable types:
- Items in cart
Includes product-level data, such as:- Product name
- Price
- Quantity
- Image
- Any other data from fields in the product feed
- Total cart value
Displays the combined value of all the items in the cart - Recommendation blocks
- Use any strategy and set Reconnect App as the page type
- Strategies like Keyword Similarity or Viewed Together can use cart items or recent views for context (configured in the Variables tab)
- User data
Use fields from your User Data feed to personalize messages, such as name, location, or loyalty tier.
FAQs
Q: Can a user receive multiple cart abandonment messages for different sessions?
A: No. Only the most recent trigger sends a message. Earlier ones are canceled.
Q: What happens if the user removes an item after adding it to the cart?
A: The item is removed from the cart state and will not appear in the message.
Q: Is the Sync Cart event mandatory?
A: It’s not required, but strongly recommended to maintain accurate cart tracking across sessions and devices.
Q: Can I personalize messages based on loyalty status or behavior?
A: Yes. Use any User Data feed fields to dynamically personalize messages.
Q: What if a user adds items but never removes them?
A: Those items stay in the cart state until replaced by a Sync Cart event or a new session without them.