Abandoned Checkout Recovery is one of the most low-hanging ways for an ecommerce brand to convert more visitors into customers.
What is Abandoned Checkout Recovery?
When a customer proceeds with to the checkout of an ecommerce website, but does not proceed with the payment, we refer to it as an Abandoned Checkout. Typically the customer enters their contact details in this step, but sometimes they don't end up completing the purchase.
Attempts to recover that checkout and convert it into a sale is called Abandoned Checkout Recovery. And finally, products like DelightChat allow you to automate the abandoned checkout recovery process, thereby freeing up valuable time from manual work and earning more money, especially at scale.
Typically, checkout recovery messages are sent via Email and SMS. Due to the reducing prominence of email & SMS channels, conversion rates have been declining over a long time.
That's where WhatsApp Abandoned Checkout Recovery steps in. With DelightChat, you can send checkout recovery messages using the Official WhatsApp API for Shopify stores.
How is Checkout Recovery different from Abandoned Cart Recovery?
In the case of Abandoned Cart Recovery, the customer on an ecommerce website adds items to their cart, but never proceeds to the Checkout page itself.
Whereas, in the case of Abandoned Checkout Recovery, proceeds with to the checkout of an ecommerce website, but does not proceed with the payment. Abandoned Checkout Recovery Automation is a simple and effective way to remind your customers to complete the purchase, which they abandoned at the checkout step.
Click on this link if you're interested in setting up Abandoned Cart Recovery via WhatsApp for your Shopify store.
Send Abandoned Checkout Recovery Messages via WhatsApp API
If you already have your WhatsApp API access from DelightChat, we can set up your abandoned checkout automation in just 2 minutes!
Step 1: Open DelightChat
Open WhatsApp Marketing > Automations in the app and select the automation from the list.
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DelightChat lets you configure up to 2 checkout recovery messages. Typically here is what we recommend:
- Send 1st checkout recovery message between 15-60 minutes of abandoned checkout.
- Send 2nd checkout recovery message between 8-24 hours of the 1st message, if the checkout is still not yet recovered.
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Step 2: Configure Message Sending Delay
The minimum time to send the 1st checkout recovery message is 15 minutes. We recommend brands to set it within 60 minutes to maximise chance of conversion.
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Step 3: Select Message Template
With DelightChat, you can create WhatsApp message templates according to your requirements, and if they get approved, you can use them anywhere such as the WhatsApp Abandoned Checkout automation.
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Feature Alert: Set a dynamic image in abandoned checkout message
You can now set a dynamic image in your abandoned checkout message. Ensure that your message template has a header image.
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Continuing on. The DelightChat app also auto-applies default message templates for all our customers, so that you are ready to go as soon as you are live with us.
For instance, we choose to configure the 'Abandoned Checkout CTA with Discount' default template.
In this template, we can configure
- Customer's Name to personalise the message
- Automatic discount code in %, you can manually enter a coupon too
- A CTA button that sends your customer to the Shopify checkout recovery page
Step 4: Configure 2nd checkout recovery message (Optional)
The steps to configure the 2nd message is exactly the same as shown above.
You can set a different sending delay, choose a different message template, include a bigger discount - as per your requirements.
Step 5: Enable WhatsApp Abandoned Checkout Recovery Automation
When you're done configuring this automation, just select the Enable toggle and click the [Save] button.
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WhatsApp Abandoned Checkout Recovery Analytics
Sending checkout recovery messages is one thing. The obvious next step is to look for good conversion rates and ROI.
DelightChat has you covered. We offer detailed analytics such as
- Messages successfully sent, delivered, read
- Orders placed after each checkout recovery message
- Value of orders, directly matched with your Shopify store data via the integration
You can also download the analytics data and analyze it further, such as seeing the exact order IDs that got recovered, phone numbers where the message got delivered or failed etc.
Frequently Asked Questions
▼To test it, you can add some products to your cart and abandon the checkout after enabling the automation. If you receive the message as expected, you can confidently proceed with using it.
If you just want to see how the template looks, once it's approved, you can manually send it to your own number from the inbox(Compose whatsapp). Once you're happy with it, you can then add it to the automation.
Please choose a template that has an image header. Once the template is selected, you will see the option to either:
1. Upload a static image, or
2. Use a dynamic image.
If you choose to use a dynamic image, there are two options:
1. Product Image:
The system will automatically pick one product image from the order.
For example, if the customer purchased 2–3 products, the system will select any one of those product images and send it as part of the automation message.
2. Items in Cart:
This is a dynamically generated image (screenshot-style) showing all the products in the order, along with their names and prices. It looks similar to the checkout page summary.
If you already have an active coupon code, you can choose the 'Variable Value + Text' variable. In the fallback value, add the coupon code so the customer can easily copy and paste it at checkout.
In contrast, Abandoned Cart Recovery refers to situations where a customer adds items to their cart but never reaches the checkout page. Abandoned Cart Recovery Automation is an effective way to remind customers to purchase the items they left in their cart.
This automation works alongside DelightChat's welcome popup, as we typically don’t have the customer’s contact details if they leave the website after just adding items to their cart.
However, if the customer submits their contact information through the welcome popup, we capture that data and can then send them an automated reminder message.
Troubleshooting Guide
▼2. Test with Sample Orders - Place dummy abandon items in the checkout to test the automation.
3. Review Automation Logic - Confirm triggers and conditions are correct
4. Contact Support - If issues persist, we're here to help!
• Fill all required fields:
◦ Variables (name, order ID, amount)
◦ CTA buttons with valid URLs
◦ Coupon codes linked to active promotion.
Template
▼Once the new template is approved, wait for 15 minutes, then update it in the automation.
Even if a template was initially approved under the Utility category, using it for promotional purposes can result in it being reclassified as Marketing.
Utility templates should only contain information directly related to a customer's order or recent inquiry. If the message includes promotional language—such as inviting the customer to visit a website or browse products—it will be considered a Marketing message
Common WhatsApp Delivery Issues
▼In this case, please reapply with a new message template, and once approved, update it in the automation.
New to DelightChat? Let's get you started with WhatsApp Checkout Recovery. Sign up today!
