Checkout abandonment emails are automatic follow-up emails sent to people who enter their email at your checkout page but don't complete their purchase. You can choose to send these emails to everyone who starts checkout or limit them to existing customers only.
Enable Checkout Abandonment Emails
To enable checkout abandonment emails:
From your Kajabi dashboard, go to Sales > Offers.
Select the offer you want to configure.
Click the Settings tab of the Offer.
Scroll down to the Notifications card.
Toggle on Send checkout abandonment emails.
Under Choose recipients, select who should receive the email.
Under Send an email reminder, choose when the email should be sent after a checkout is abandoned (e.g., 1, 6, 10, 24 hours later).
Click Save.
To customize the email content, click Edit email template below the settings to open the email template editor.
Choosing Your Recipients
You have two options for who receives checkout abandonment emails.
Beta: This feature is being rolled out gradually. If you don't see the Payment reminder emails section yet, it will be enabled for your account soon.
All Visitors
The reminder email is sent to anyone who enters their email address during checkout but doesn't complete their purchase. This includes brand-new visitors and existing contacts or customers.
Customers only
The reminder email is only sent to people who have purchased from you in the past. Visitors who have not purchased from you prior will not receive this email.
For a customer to be recognized under this setting, one of the following must be true:
The customer is logged in: If someone is already signed into their account when they visit your checkout page, they will receive the reminder email if they don't complete their purchase.
The customer's email is recognized at checkout: If your offer has the "Require new customers to create password at checkout" setting enabled, the email address is checked as it's entered. If it matches an existing contact, they become eligible for the reminder email even if they aren't logged in.
Note: If Customers only is selected and "Require new customers to create password at checkout" is not enabled, only logged-in customers will receive the reminder. A contact who visits checkout without being logged in will not receive an email, even if their email address exists in your contact list.
How email capture works
When a visitor types their email into the checkout form, Kajabi captures that email address in the background. This is what allows a checkout abandonment email to be sent even if the visitor never completes their purchase.
Once someone becomes eligible, the system waits for the reminder delay you selected. After that period:
If the person has not completed their purchase, the reminder email is sent.
If the person has completed their purchase during the waiting period, no email is sent.
The person must not have already purchased or been granted access to the offer within the last 14 days. Here's an example of what your customers will receive:
Note: The same contact will not receive more than one abandonment email for the same offer within a 72-hour window, even if they visit the checkout page multiple times.
Tracking Performance
Once your checkout abandonment emails are running, you can monitor their performance in the Revenue Recovered from Abandoned Checkout Emails report which shows key metrics including how many emails were sent, opened, and clicked, as well as how many checkouts were recovered and how much revenue was generated.
To access the report, go to Analytics > Revenue Recovered from Abandoned Checkout Emails.
For a full breakdown of the report and its metrics, refer to Report: Revenue Recovered from Abandoned Checkout Emails.