How to Send an Email After a Customer Abandons Cart

David Giali

Updated

Cart Abandonment Emails allow you to automatically send a follow-up email after a potential customer fills out a form upon checkout but doesn't complete their purchase. Learn to activate and customize the Cart Abandonment Email. 

In this article:

Activate your cart abandonment email

To activate the Cart Abandonment Email:

  • Open the Sales tab from your Dashboard.
  • Then, select an existing Offer or create a new one to edit.
  • Open the Settings tab from the Offer Editor. 
  • Locate Send cart abandonment emails.
  • Click the toggle on.
  • In the dropdown menu, select the number of hours after the potential customer abandons the cart to receive the Cart Abandonment Email. 
  • Click Save to keep your changes: 

Note:
Due to the transactional nature of the Cart Abandonment Email, your customers will receive the Cart Abandonment Email from the Kajabi server, "@t.kajabimail.net." To brand and personalize your automated email, customize the Abandoned Cart Email. Learn to customize your automated emails here.

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2018 checkout template vs. 2016 legacy checkout template

The Cart Abandonment Email flow for your customers varies depending on the Checkout Template you have activated for your Offer. Identify your Checkout Template under Additional settings and read on for more information on when the email will send and when it will not send depending on the Checkout Template chosen:

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When is the cart abandonment email sent?

Both Checkout Templates (New and Legacy)

  • When an existing customer logs into their account, selects an Offer with the Cart Abandonment Email activated, and doesn't complete the purchase.

Legacy Checkout Template Only

  • When a new potential customer enters their email address for an Offer with the Cart Abandonment Email activated but doesn't complete the checkout sequence.
Note:
The Offer must have the Cart Abandonment Email activated and require payment. Free Offers will not result in a Cart Abandonment Email.

When is the cart abandonment email not sent?

Both Checkout Templates (New and Legacy)

  • If the Cart Abandonment Email is not set up for the Offer clicked.
  • If the Offer clicked is a Free Offer.
  • If your customer abandons multiple carts in a row (in which case only one email will be sent).
  • If your customer abandons checkout and then completes a sale before the email is sent.
  • If an Upsell is abandoned.

2018 Checkout Template Only

  • If the potential customer doesn't have an existing account.

2016 Legacy Checkout Template Only

  • If the potential customer without an existing account doesn't enter their email address before abandoning the cart.

And that's how to send an email after a customer abandons the cart! Please vote below and let us know if you found this article helpful. We value your feedback. Thanks for being the best part of Kajabi!

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