Abandoned-cart reminders
Set up to three WhatsApp reminders for shoppers who leave checkout without buying: timing, an optional discount, the message, consent rules and how results are counted.
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One reminder engine serves every supported store. It sends up to three WhatsApp reminders to shoppers who start checkout and leave without buying. You set the timing, an optional discount and the message once per store; only a few details differ between platforms, and they are listed below.
Which stores support it
- Supported stores: Salla, Zid, Shopify and WooCommerce.
- Easy Orders does not send abandoned carts to Inboxy, so there is nothing to remind there.
- Reminders are set up per store. Abandoned carts do not record their store yet, so for now only one store per platform can send reminders.
Before you start
- A connected store and a connected WhatsApp number. See Connect your store.
- Consent. A reminder only goes to a shopper who agreed to marketing messages at checkout; otherwise it is skipped (“The shopper did not agree to marketing messages at checkout”). On WooCommerce a cart is only tracked when the shopper ticks the consent box, and recovery data older than 90 days is deleted automatically.
- No second sender. Salla offers its own reminders. If enabled, turn them off in Salla settings so the customer does not get two reminders. If you have automations that run when a cart is left, pause them from the notice at the top of the page so the customer does not get two reminders.
Set it up
- Open “E-Commerce” and then “Abandoned carts”. Above the carts table each store has a card titled “Abandoned-cart reminders”. Press “Start setup”.
- “Reminders and timing”: We start with one reminder, which is enough for most stores. Add another only if you need it. Each reminder has its own timing, and you can give each a different discount in the next step. The last one within 72 hours.
- “Discount”: Do you want to offer a discount? Choose “No discount” or “With a discount”.
- “Message”: choose the style (“Friendly”, “Formal” or “Short”), the language, the image at the top of the message, the buttons, and who answers if the customer replies. We write the text and submit it to Meta. You do not write a template.
- “Review and submit”: check the summary and submit. We prepare the message text and submit it to Meta for review. Nothing reaches customers before approval.
Adding a discount
Discount codes live in the Discount codes section, with each code's usage count. Here you only pick one or create a new one. Each reminder can offer a different code. The code reaches the customer in one of three ways, and the page tells you which ones your store supports:
| Method | What the customer does |
|---|---|
| “Copy-code button” | The customer taps and the code is copied, then pastes it at checkout. Works on every platform. Code 15 characters at most, one per message, and WhatsApp sets the label: "Copy offer code". |
| “Code applied automatically in the cart link” | The customer opens the cart from the message button with the code already applied, no copy or paste. |
| “Code written in the message text only” | The code appears in the text; the customer long-presses to copy it. Simplest, but less clear. |
The “stop marketing messages” button
A customer with no easy way to stop may block or report the number. Reports lower the number quality rating and can lower the daily messaging limit. This button protects your number.
- A quick-reply button under the message.
- When the customer taps it, we add them to your store's marketing opt-out list.
- They get no more cart reminders and no marketing campaigns.
- Service messages, such as order confirmation and shipping updates, still arrive.
- You cannot re-subscribe them yourself. Only the customer can, by messaging you, for example with "START".
Review, approval and status
We submitted the messages to Meta. Review usually takes minutes, up to 24 hours. Nothing is sent before approval. The card then moves through “In review”, “Running”, and, if you stop it, “Paused”. If Meta refuses the messages the card shows “Rejected” with the reason; press “Fix and resubmit”. An edit keeps the current reminders running until Meta approves it.
Grace period before a cart counts as abandoned
Many shoppers finish paying within minutes. During the grace a checkout is not an abandoned cart, a purchase is not counted as a recovery, and no reminder is sent. Set it with “Grace before a cart counts as abandoned”; Nothing changes until you save. Reminders never go out before the grace ends.
Results and what “recovered” means
“Reminder results” shows “Reminders sent”, “Carts reminded” and “Carts recovered after a reminder”, and after which reminder customers came back. A cart counts as recovered if its order completes within 72 hours of the last reminder. Attribution to the last reminder does not prove it caused the purchase. Treat the number as “came back after a reminder”, not as proof the reminder caused the sale.
We stop as soon as the order is placed, or if the customer opts out of marketing messages. We check the cart before every reminder.
Why a reminder was not sent
The results page lists the reason for every skipped reminder (“Why were some reminders not sent?”). The common ones:
- “The shopper did not agree to marketing messages at checkout”
- “The customer ordered before the reminder”
- “The cart completed before the reminder”
- “The customer opted out of marketing”
- “No phone number”
- “Reminders were paused”
- “The reminder was not approved yet”
- “The discount code was not active”
Related
The first message after an order is a different service: see Order confirmation on WhatsApp. Need a hand? Contact support.
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