Cart Recovery — Win Back Abandoned Orders

Cart Recovery — Win Back Abandoned Orders

Some customers start an order and then get distracted. Cart Recovery automatically sends gentle nudges to bring them back — no manual chasing. Set it up at Dashboard → Cart Recovery.

Plan requirement: Cart Recovery requires the Growth plan (abandoned_cart_recovery).

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What Counts as an Abandoned Cart

A cart is "abandoned" when a customer begins the order flow (picks products, builds a cart) but doesn't complete the purchase, or places an order that's then cancelled. These customers also show up as Cart Abandoner in Customer Segments. Recovery also works with abandoned checkouts forwarded from a connected store — see Store Integrations.

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How It Works

1. A customer starts an order but doesn't complete it.
2. After a configurable delay (for example, 30 minutes) the first nudge is sent.
3. If there's still no response, later nudges follow (for example, at 24 hours and 48 hours).
4. If the customer completes a purchase at any point, the remaining nudges stop.

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Configuration

• Enable / Disable — one switch turns the whole recovery system on or off.
• Steps — each recovery step has its own delay (how long to wait before sending) and template (which message to send). You can tune how many steps run and when.
• Templates — out-of-window steps must use one of your approved marketing templates. If you don't have a suitable template yet, request one from WA Templates — only approved marketing templates are selectable here.

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Smart 24-Hour Window Handling

Botaura automatically picks the cheapest valid way to reach the customer at each step:

• If the 24-hour service window is still open → it sends a free-form text nudge (free — no Meta template charge).
• If the window has closed → it sends your chosen marketing template (billable by Meta, and only if the customer is eligible to receive marketing messages).

See WhatsApp Templates & the 24-Hour Window for the rules behind this.

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Recovery Stats

The page shows how recovery is performing over the recent period — typically open abandonments, recovered carts, conversion rate, and how many nudges are scheduled. Use it to judge whether your delays and templates are working, and adjust.

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Tips

• Lead with value, not pressure — a helpful reminder or a small incentive recovers more than repeated pings.
• Don't over-nudge — a couple of well-timed steps beat many; too many messages hurt your account quality and cost more.
• Keep templates approved — a pending or rejected template can't be used for out-of-window steps.

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Troubleshooting

• No nudges are going out — confirm recovery is enabled and that at least one step has an approved marketing template.
• Out-of-window nudges aren't sending — the customer may not be eligible for marketing messages, or the template isn't approved yet.
• I don't see Cart Recovery — it's a Growth feature; upgrade from Dashboard → Pricing.

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Related

• Customer Segments — who counts as a cart abandoner
• Broadcast Campaigns — proactive outreach to segments
• WhatsApp Templates — approved marketing templates