Foundation · 2 min
What you need to know
What should a recovery message include?
Name the unfinished item, link to the current cart and provide a route to get help. Check price and availability at send time rather than assuming the original cart details remain valid.
When and how often?
Start with a restrained schedule based on actual customer behaviour, suppress messages after purchase, and stop repeated reminders that produce complaints. There is no universal send time or number.
Email, SMS or discount?
Use the applicable consent, marketing and privacy rules for each channel and market. An SMS needs particular care. A discount is optional and should solve a real barrier, not replace a broken checkout.
A quick store check
Use a permitted test contact to open each recovery message. Verify timing, product details, opt-out route and the restored cart.
Foundation · 2 min
Frequently asked questions
Why might messages fail?
The customer may not be ready to buy, the link may be broken or the original shipping or payment problem may remain. Test the return path before increasing message volume.
Where do I configure recovery messages?
Use current abandoned cart recovery document and confirm consent, timing, current product facts, cart restoration and opt-out behavior.