Abandoned cart recovery
Last updated: November 19, 2024
Abandoned cart recovery is a feature that re-engages customers that leave the checkout process, prompting them via email to complete their purchase. This recovery process begins after a customer has entered their email at checkout but does not proceed with the payment to complete their order.
Cart recovery process
After a customer adds the selected item to their cart, they will be prompted to enter their contact and payment details, including their:
- Full name
- Phone number
- Email address
- Credit card information
If the customer enters their email address, but does not complete the reservation, they will receive an email after 2 hours, prompting them to finish the checkout process. Clicking on the Resume your journey link in the email will take the customer back to their cart where they will be able to complete the previously initiated order.
Requirements and enablement
To utilize the abandoned cart recovery feature, you must first have the online cart feature enabled in your Dashboard. Please reach out to our Support Team to enable the abandoned cart recovery functionality.
Abandoned cart emails
Customers will receive an abandoned cart recovery email when:
- No purchase was made two hours after the initial drop off.
- At least one availability is still available in the customer’s cart.
- At least one availability is starting eight hours after the initial drop off.
After the initial abandoned cart email has been delivered, no further emails will be sent to the customer regarding this reservation. Each abandoned cart email will include an unsubscribe link, allowing the customer to opt out of future abandoned cart communications. No additional information, apart from the customer’s email address, will be stored by FareHarbor.
Note: The abandoned cart recovery email cannot be customized.
The abandoned cart recovery email sent to customers includes a summary of the abandoned reservation, including the date and time of the initiated booking, as shown in the following example:
Reporting
In the Reports section of your Dashboard, a report can be generated that displays carts recovered with abandoned cart recovery by adding the Online Booking Reference column and filtering with “abndcrt”:
This reference tag will not override other reference tags. Tags will be separated by a comma in the report.
Note: At this time, it is not possible to display the number of sent abandoned cart emails.
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How to enable abandoned cart recovery
- In Advanced Company Settings, go to the Bookings section.
- If Online Cart is not enabled, it must first be enabled in order for Abandoned Cart emails to be enabled.
- Enable Send abandoned cart email. Now all items will have abandoned cart emails enabled by default.
To disable abandoned cart emails at the item level, navigate to an Item’s Settings > Notifications > Disable “Automatically send an abandoned cart email”.
Additional Resources
Frequently asked questions
Can the client access the email addresses of those who have abandoned their cart?
Due to privacy considerations, it is not possible to access or export contact information of customers who have abandoned cart.
Can the client see the total number of abandoned cart emails that have been sent?
Not at this time. Clients can see the total number of bookings created from abandoned cart emails in their reports, however, they cannot see the total sent.
Will Abandoned Cart Recovery emails be sent to carts created with ASN tags (like FHDN)?
Yes, abandoned cart recovery emails will also be sent from carts created with ASN tags, and the ASN tag will remain when the customer completes their reservation from the email.
How will bookings made via abandoned cart recovery appear in the client’s Google Analytics (GA) account?
For clients that require consent for tracking, bookings created through the abandoned cart recovery email will not be reflected in GA. For all other clients, the bookings will appear in GA.
For Google Analytics 4 (GA4), the funnel won’t track the sessions of users who come back from the abandoned cart email because the GA4 funnel focuses on first completion. Since GA4 is based on users, it tracks their first funnel completion of each step. For example, if the user leaves and comes back to make a purchase, we will only see a drop at the Add to cart step. If the user comes back, we won’t see them either, as separate sessions don’t count as one user journey.